Agent Scripts

Help agents achieve and maintain excellence

At a Glance

Sequenced helper pages, delivered in a web browser

Branching according to customer response

Agent screen design tool, with extensive design components

Read from and write to business databases, CRMs, etc.

What are Agent Scripts?

Agent time is one of the most expensive contact center resources. Users of Softdial Contact Center™ (SCC) can make the most effective use of it by designing agent scripts, typically a series of pages delivered in a standard web browser, to guide the agent through a customer interaction depending on the customer’s response.

Precise, effective design of agent scripts can boost agent performance by helping them to:

close a sale
up-sell/ cross-sell
provide excellent customer service
follow company style guidelines
adhere to the text of compulsory notices.

Building scripts

Agent scripts are built using Softdial Scripter™, a fully featured script and workflow design suite, and served to agents via the Agent Desktop alongside customer contact history, and session control facilities such as hold, mute, disposition, etc.

Process flows for agent scripts are designed using Scripter’s drag-and-drop design tool by connecting agent screens and other process items.

Example flow design for a simple agent script

Designing effective agent screens

Scripter offers a visual screen designer for organising guidance and productivity items to be displayed to agents, for example:

simple prompts for what the agent should say
mandatory declarations
business process integration
session control – hang up call, transfer session, etc.

The screen designer offers an extensive toolbox of items to use on agent script screens, e.g. text boxes, tables, buttons, checkboxes, dropdown boxes, images and much more.

Many of these can be connected to data sources, giving the agent access to business back-end systems, CRM databases, etc. Combining these items gives the agent everything at their fingertips to provide first-class customer service.

Screen design

Below are some examples of agent screens built with Scripter’s low code/ no code screen designer

Automating processes

Most Sytel customers use Scripter to develop agent scripts, but Scripter’s unique versatility also enables the automation of a wide range of actions and business functions.

See these real-life use cases to illustrate the breadth of possibility.

Explore more of SCC’s capabilities:

All Media Channels

Voice, chat, email, social, etc – fully integrated and blended

Agent Multi-Tasking

Work with multiple live contact sessions on any media channel

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Smart rules and ‘best-available’ decisions to drive great customer service

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots and Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Stored customer contact history, to aid routing and add context