Sytel's Softdial Scripter™ provides easy-to-use tools for the fast creation of both logic flows and agent screens. Whether for inbound or outbound campaigns, for live agents or IVR, the highly intuitive visual design tools simplify the creation of even the most complex scripts.
Scripter also offers a simple yet powerful application development environment with which non-programmers can quickly provide unified front-end access to back-end processes, whether from Sytel or a 3rd party.
And if you are concerned about getting maximum value from your existing investment, Scripter was designed from the ground up to be flexible in order to accommodate integration with existing operations.
Scripts may require either the integration of existing components or the development of new components using the user's familiar tools. Either way, the Scripter environment allows quick and easy integration.
If you have written any specialised functionality (e.g. database access, credit card payment, calendar integration, etc), you can use these steps directly within Scripter without the need for any re-coding. Logic steps written in any .NET language can be easily imported into the Scripter framework and are then available via drag-and-drop to any script. Logic steps written in other languages (e.g. Java) can also be used via a web services API. As Scripter does not need to understand the internal structure of 3rd party code, integration is quick and easy.
Custom controls can be imported easily to provide specific UI behaviour. It is also possible to wrap up custom control UI into libraries for re-use.
The Scripter run engine is designed for efficient and fail-safe operation. This enables Sytel customers to run large-scale contact center operations with a relatively small resource footprint. Scripter lends itself naturally to cloud-based hosted service provision.
Sytel's easy-to-use Scripter functionality is now available within legacy environments, reducing both the need for specialist in-house IT script writing skills and the time required to develop scripts.
Scripter is available to contact center environments that do not use the Sytel core dialer and telephony services, as a plug-in with a standard HTTP interface. (See in Fig. 3)
Screens designed using Scripter can be delivered in two ways:
to a standalone Internet Explorer® browser. (See 2)
to an Internet Explorer® browser embedded within a 3rd party application. (See 3)
Web delivery makes Scripter ideal for even the largest cloud-based deployments, serving hundreds of agents per tenant.
A space online for Scripter users to ask, discuss, share ideas and help each other.