Softdial Scripter™

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

At a Glance

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Powerful no-code script development
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Visual ‘drag and drop’ logic flow design
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Text processing components for SMS, chat, etc.
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Create re-usable logic flow components
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Process flow scripts for agents, IVR and chatbots
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Extensive library of standard components
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Incremental improvement via real-time updates

About Softdial Scripter™

Softdial Scripter™, within the Softdial Contact Center™ (SCC) suite of tools, enables users to design and deliver complex process flow scripts for agents, IVR and chatbots.

A script is simply a set of steps in the form ‘in response to X, do Y’, linked in sequence to form a process flow. Scripts are assigned to queues, so that when a customer contact session enters a queue, the assigned script runs and the steps defined are actioned.

Most Sytel customers use Scripter to develop agent scripts, which smooth the interaction experience for both agent and customer by defining actions and options to guide live agents depending on the customer’s response. But Scripter’s unique versatility also enables users to design scripts to automate a wide range of actions and business functions.

Fast and easy script creation

Scripter is simple enough to use for business level people to get to grips with, but powerful enough to enable complex workflows to be built quickly. Scripter offers:

1. A drag-and-drop design tool to create process flow charts, familiar to most as a method for visualising business process.

With Scripter, business people and technical people can speak the same language and create an application together that truly fulfils a business need.

The flow designer has an extensive library of commonly used script components which can be simply dragged onto the design area, and connected into a flow.

More than 100 standard components are available, including those enabling:

  • database interaction via ODBC or web service
  • IVR functions such as DTMF recognition, Text to Speech and Speech Recognition
  • call handling including transfers, monitoring, recording
  • credit card processing and validation
  • sending email
  • script flow – decision branch, compare values, pause, resume.

 

Softdial Scripter's drag and drop interface

Example of drag-and-drop design

2. A visual screen designer, offering text boxes, tables, buttons, checkboxes, dropdown boxes and much more, for constructing guidance and productivity items to be displayed to agents

For example:

  • simple prompts for what the agent should say
  • yes/ no decision branching
  • mandatory declarations
  • business process integration.

3. A deployment mechanism to attach particular scripts to particular queues.

Agent screen with scripter components only
Example of agent screen design

Script development without code

Scripter is a code writing tool for non-code writers. Its drag-and-drop design interface allows:

  • both business and technical people to talk the same language of process flow, aiding the process of application development
  • non-code writers to effectively write code and build applications, reducing the need to employ highly skilled developers.

It only takes a few days to learn to create flows using Scripter. Compare that to a few years to become a competent software developer!

Did you know?

With Softdial Scripter, users with minimal experience can develop scripts in a third of the time of conventional programming methods.

For organisations with programming talent on hand, Scripter also offers easy break out to a programming language (e.g. Python, JavaScript, C#) to create complex reusable processes, e.g. a text parser to strip out keywords/account numbers.

Fast script improvement

Scripter allows fast ‘try it and see’ incremental improvement to scripts. Any changes are implemented immediately, executing or displaying them during the next contact session, without interrupting business continuity.

With no need to send to a different department for change, the update cycle time is drastically reduced.

Recycle, re-use

Scripter allows the creation of reusable sequences, or subscripts, that can be used again and again by different scripts, saving on development time and delivering proven functionality across multiple scripts.

Building and delivering agent scripts

Agent scripts can be designed to guide the agent through a customer interaction, typically using a series of pages delivered in a standard web browser via the Agent Desktop.

These can contain a wide range of functionality, from simple agent prompts with Next buttons, to complex forms applications, fully integrated with back-end services. For details, see Agent Scripts.

Building and delivering IVR/ chatbot scripts

Scripter allows users to:

  • create complex IVR process flows
  • create chatbots to deliver basic session handling
  • integrate external Conversational AI and chatbot services.

For details, see IVR, Conversational AI and Chatbots.

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Sytel’s Scripter has proved an invaluable tool in giving our customers the best service possible and our agents the means to provide this.

It’s so versatile, we are still discovering little ‘gems’ to improve further: – it’s an exciting product which has been brilliantly thought out and developed.

Versatility in process automation

Scripter is uniquely versatile, and scripts can be designed to perform a wide range of automation and other business functions, including:

  1. integration with any 3rd party product, including databases and CRMs
  2. working with any kind of IVR/messaging system
  3. workflow management
  4. providing real-time feedback for both live, IVR and robot scripts
  5. a full end-to-end chatbot application
  6. do automated tasks while a session is queued.

To illustrate this flexibility, see these real-life use cases of process flow scripts from out in the field that enable businesses to achieve more through automation and interaction with back-end processes.

Trouble-free script deployment

No matter what has changed, Scripter enables trouble-free script deployment by:

  • automatically packaging any library code and dependencies
  • checking logic to catch errors at deploy-time instead of run-time.

Scripter also manages versioning, so that as changes occur, scripts can always be returned to a previous state. This makes incremental change low risk, and high reward.

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

  • 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