Features: Scripting

Scripting

VoiceNet is one of the few contact center suites that includes an easy-to-use, totally customizable, scriptable agent desktop as an integrated and included component in the base product. VoiceNet’s scripting tools allow for easy management of virtually any agent call process – surveys and data collection, telesales, customer service, helpdesk, and more – with little or no technical expertise.

VoiceNet’s scripting allows agents to work through predictable conversations in order to provide customers with the information they need and answers they are looking for quickly and accurately. And, because much of the customer interaction is directed for the agent, they come up to speed much more quickly on each campaign with which they are involved, minimizing ramp-up times and improving agent cross-training. This means agents can jump into new campaigns with little or no training, work in multiple campaigns without spending days or weeks learning new campaigns and become productive much sooner.

The script design tool is very easy to use, even for non-technical users, while still allowing for the creation of business rules-driven scripts with complex branching, rebuttals, short-cuts, and more. Once deployed to the agent’s built-in desktop tool, the script automatically manages screenflow, data capture and storage, and display of important and relevant data both from within the VoiceNet system and from external systems. And, while much of that can be created by a script designer with absolutely no code being written, VoiceNet also gives more advanced developers what they’re looking for as well in the form of an industry-standard Microsoft .Net environment for performing more advanced functions – calling web services, processing payments, fulfilling orders, integrating with CRM and other back-end systems, etc. – without having to learn a proprietary language or being constrained in any way.

Using VoiceNet’s built-in agent scripting tools results in call center performance improvements in many areas:

• Decreased agent training time
• Improved agent satisfaction and decreased agent turnover
• Faster deployment of new campaigns
• Improved customer satisfaction and first call resolutions (FCR)
• Improved average handle times (AHT)
• More accurate data capture
• And more…