Agent Scripts

Help agents achieve and maintain excellence

At a Glance

Agent Scripts
Sequenced helper pages, delivered in a web browser
Agent Scripts
Branching according to customer response
Agent Scripts
Agent screen design tool, with extensive design components
Agent Scripts
Read from and write to business databases, CRMs, etc.

About 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.

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.

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.

 

Example flow design for a simple agent script

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.

Examples of agent screens built with Scripter’s 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.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

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

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

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

  • Agent Scripts

    Help agents achieve and maintain excellence

  • 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 & 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 to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app