Softdial Scripter 2 - logic flow

products

Agent Scripting

Softdial Contact Center™ offers three highly flexible paths for the deployment of applications on the agent desktop:

Sytel scripting

Softdial Scripter 2 - agent screen

Softdial Scripter 2™ is Sytel’s fully integrated agent-side application providing...

  • script development tools
  • call presentation
  • script presentation
  • CRM data presentation
  • IVR management
  • outcome management

...in a single application. The same platform is used for both inbound and outbound campaigns, and for both IVR and live agent scripts. Delivery to the agent desktop is via any standard web browser.

Scripter 2 simplifies the task of creating a customized agent application that provides not only agent scripting capability, but is a fully integrated agent desktop call control and management system, that allows even inexperienced users to create, extend and modify such an application.

All aspects to designing an agent script are made accessible to even novice users via the built-in visual tools:

  1. Logic flow (see top pic above)
    Simply drag and drop prebuilt components into the flow chart to build complex conversation paths.
  2. Agent screen (see lower pic above)
    Design using the built in standard toolkit, or open directly into Microsoft Expression Blend®, giving access to the full .NET library.
  3. Data handling
    Whether accessing a database, manipulating customer input or capturing agent input, data handling is seamless and the data is available throughout the script session. Crucially, this can be passed along with the call to a second agent or supervisor, avoiding the annoyance of repetition for the third party.

Highlights:

Web-based or client server
Use the delivery method that is best for you. Web based Softdial Scripter™ uses native browser technology with no client side download code, giving advantages in both security and accessibility.
Rich Design Environment
There is no limit to the functionality that can be deployed within Scripter, easily drawing on external data sources and processes.
Tight telephony and media
integration
Softdial Scripter™ provides access to all telephony and media functions, including call recording or message playback, within any script.
Tight database integration
Softdial Scripter™ works seamlessly with Softdial Campaign Manager™ to read/ write all database information, even from multiple sources in the same script.
Call transfers
Blind and screened transfers, as well as third party conferencing, are seamless, with the call data being transferred automatically.
Open external interface
Scripter provides an easy-to-use interface allowing users to integrate any third party software modules.
Free Trial
No matter what your contact center setup, Softdial Scripter™ can work for you. To see how, just ask for a free trial.

Sytel scripting with hosted web app

This approach allows the hosting of a 3rd party web application within a Scripter window, allowing full data exchange between the two, and giving access both to call control functionality and necessary 3rd party services.

3rd party scripting

CallGem™ offers a range of interface technologies, including .NET, COM and the native sockets API, to enable full custom integration with any 3rd party scripting application.