Softdial Scripter™ Use Cases

Use case #1 – integration with 3rd party services

Polishop, a multichannel Brazilian retailer, has used Scripter to make its payment process PCI compliant.

When a conversation between an agent and a customer reaches the point of payment being made:

1. the agent clicks an option on their screen
2. the customer is passed to a conference room service and the agent can only hear music
3. the customer enters their payment card details
4. Scripter sends the details immediately to the acquirer
5. the acquirer deals with the credit card network and issuing bank, which determines an outcome (approved/ not approved)
6. Scripter receives the outcome
7. Scripter passes the customer back to the same agent.

Scripter simultaneously notifies the agent of the outcome.

Use case #2 – IVR

Sytel has used Scripter in-house to create a script which defines its own PBX system. Each Sytel employee has their own extension number to which calls can be easily forwarded as required.

When an inbound call is received, the script …

1. checks to determine if it is within working business hours.

2. If not, the caller is played a suitable voice message and invited to leave a voice message.

3. If it is, the caller receives a different voice message that starts the IVR process.

Scripter is integrated with Google Calendars, so if the caller rings in to speak to Support, the script …

4. checks to see which Support agent is on duty

5. directs the call to that person

6. checks time of day and day of the week against Google calendar information

7. sends the call either to that person’s desk phone or their mobile.

If the Support person is not able to answer the phone, or is engaged, the script …

8. offers IVR options including leaving a voice message that the caller can choose to be sent as a .wav file to the Support email queue.

In such cases, the script …

9. captures the voice recording

10. interrogates the case log to find the next number

11. assigns this new number to the email

12. attaches the .wav file to the email

13. sends it to the Support email queue.

14. offers the caller the option to listen to the case number assigned so they can quote it in future communications if needed.

Use case #3 – complex automated workflow

One Sytel customer, an insurance company, uses Scripter to assist with the communications that are automatically sent to customers by:

1. interrogating the database of existing customers for the dates their insurance renewal is due
2. comparing those dates to the current date to determine whether a reminder communication should be sent to the customer
3. If yes, automatically generating both a printed letter and email and send to the customer. inviting them to call the contact center if they have any queries with their renewal information.

If the customer does call the contact center, Scripter:

1. identifies their CLI
2. retrieves their details
3. directs them to the correct queue
4. when an agent is connected, presents them with all the customer’s details on their screen.

Use case #4 – data capture and script update

One Sytel customer uses the following feedback technique heavily to improve the conversation flow between agents and customers:

1. the agent asks a question
2. the customer responds
3. the agent records the response on their script screen
4. the script captures response details to a database (answer given, date, time, agent details, customer details)
5. the database is analysed to determine how many responses of the different answers types were received
6. the wording of the agent prompts is modified and loaded in real-time.

This has led to smoother conversation flows between agents and customers and consequently improved customer satisfaction levels.

Use case #5 – chatbot

An automated chatbot script can be built to:

1. request a username and password
2. send both to be authenticated
3. if successful, provide account balance
4. offer a chance to be connected to a live agent.

Use case #6 – tasks while session is waiting in queue

An automated in-queue script can be built to:

1. play a recording or text-to-speech to the caller, with cross-sell/ up-sell opportunities, or offering other self-service options
2. capture the caller’s CLI/ originating address
3. use it to perform a lookup against a database, using Scripter’s SQL Query and Data Lookup steps to identify the caller and query their VIP status
4. if they are flagged as a VIP, re-queue the call to a dedicated queue.