Scripter

CHALLENGE

While working in Contact Center, consultants support customer interactions. This service is often repeatable and must be subject to certain standards quality. One way to maintain an adequate level is providing consultants with a tool that will help them in this.

Sevenet Skrypter is a system for managing interactive scripts that are displayed to consultant during a conversation with a client. The scripts have logic built using decision trees, thanks to which they support various conversation scenarios, giving the organization full control over it course. This logic is prepared in the script editor - a tool drag & drop provided for business people. Preparation and implementation of interactive scripts supporting interaction not requires the involvement of an IT department.

KEY FEATURES

Script editor:

Creating and editing scripts on a drag & drop basis,
Graphically defining the logic of switching between pages of the script in the form trees,
Import of script definition from XML file and export to XML file, Script testing and validation,
Easy template design through self-editing and scripting,
Adding and removing business script completion statuses.

Script Administration:

User management,
Scripts review
Generating script documentation,
Scripts display and service in test mode,
Defining a global list of reasons for interaction support failures,
Defining script completion business codes and their statuses.

ADDITIONALLY

The Sevenet Skrypter application is compatible with UCCE 10.5+,
The solution is available both in the cloud and on-premise,
GDPR support,
The solution works in High Availability mode,
The solution is available in the Sevenet CC Application Suite.

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