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Posts Tagged ‘Avaya’

CallScripter Attends Avaya PDSUG in Orlando, FL

August 12th, 2015

CallScripter is delighted to announce that they are once again attending the Predictive Dialer System User Group (PDSUG) conference in the United States. This conference has been held in Las Vegas for the last few years so we are looking forward to a change of location. The event, being held this year at the Holiday Inn across from Universal Studios, Orlando, brings together a mix of Avaya users. As an exhibitor, CallScripter benefit from being able to partake in the educational seminars and workshops, while also showcasing our scripting application and its integration with the Avaya product suite through demonstrations.

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UK & Ireland Avaya Dialler User Group 2015

May 19th, 2015

CallScripter’s Roy Holmes attended this year’s UK & Ireland – Avaya Dialler User Group which was held at the excellent central location of Crewe Hall in Cheshire.

The User Group Conference is the only forum in the UK focused entirely on Avaya’s Proactive Customer contact portfolio, where attendees can increase their knowledge and learn about new practices. Presentations were held over two days to present the latest thoughts and product roadmaps covering outbound dialling, along with a session from two OFCOM representatives who attended the group for the first time.  The forum also provided our Senior Sales Executive, Roy Holmes, with a great opportunity meet new contacts and share knowledge about CallScripter.

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CallScripter At Avaya Dialler User Group In UK

April 23rd, 2015

CallScripter’s Roy Holmes will be attending the UK & Ireland Avaya Dialler User Group from 28th – 29th April. This year’s conference is being held in a delightful period house, Crewe Hall in the North of England.

CallScripter’s Senior Sales Executive, Roy, is a regular at the Avaya Dialler conferences. ‘I have exhibited at many of the Avaya Dialler Events and am pleased to be attending this conference in Crewe. These events offer a unique mix of exhibition time, informative discussion time and networking opportunities.

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Avaya Interview With CallScripter

September 17th, 2013

Avaya DevConnect talked with Ken Tracy, Technical Director at CallScripter, about the CallScripter agent scripting application and the fundamental shifts he foresees in the contact centre and communications industries.

Category: 2013 News
Posted by: Galina

Question #1 – What is the primary focus of your business?

CallScripter is an enhanced agent scripting application, designed for contact centres of all sizes. We pride ourselves on delivering market leading scripting technology, supported by expert services at an extremely competitive ROI and TCO. CallScripter has an extensive international client base which spans all industries and markets.

Question #2 – Tell me something about the history of your company.

Founded in 2001 and headquartered in Ipswich, United Kingdom, CallScripter’s evolvement was created in response to a need for our contact centre. For over ten years, CallScripter has been the agent scripting tool of choice for contact centres around the globe, allowing our customers to rapidly develop and deploy cross-channel campaigns while supporting open standards for ease of integration with third-party applications and telephony platforms.

Question #3 – What fundamental shifts do you see coming in the communications industry?

One thing we know is that technology will continue to change and develop and that organisations will continue to embrace new cost-efficient solutions to enhance the interactions between themselves and their customers.  Phone calls dominate today’s contact centre market and will continue to do so for some time, but a phone call may only be one part of a wider interaction, and the balance may shift to other means over time.

Nevertheless, organisations still need the ability to interact with customers in a cost-effective and traceable manner that can be effectively managed. There will be shifts to cheaper or better alternatives, but it will become increasingly important to ensure that methods to reduce cost do not limit the effectiveness of communication.  Poor IVR is an excellent example of what not to do!

Today’s customers expect assistance through a means convenient to them, and organisations are looking to get better value for money, so this will continue to widen the operational frontline of the communications industry into new areas.  It is important that these new fronts are built, monitored and managed as part of the overall communications infrastructure to ensure the organisation stays in control during this shift, and that the customer continues to be served well.

Question #4 – What technologies do you think will have the biggest impact in the next 5 or 10 years?

We believe products and services that can integrate and offer customers a SECURE and seamless customer experience will be a number one priority in the coming years.

Acceleration in the shift from premise to the cloud will happen and with this change, concerns over data protection and security will have to be addressed by both new legislation and technology.   As our online identities and payment systems are made more secure and reliable, consumers will choose to trust and use services which will offer the safe use of personal data and the ability to integrate transparently with other trustworthy applications.  The cloud is the perfect environment to begin to provide complete interoperability and develop platforms for the next generation of customer interactions.

The ability to be able to integrate with different platforms and applications will be fundamental as the market demands cross-platform communication to drive a better personal service, up–to-date and reliable consumer data, reduced cost and avoiding the risk of fraud.  The key is security, trust and interoperability.

Question #5 – What is the value of being a DevConnect Technology Partner? 

Avaya DevConnect program helps us to increase the credibility in the marketplace when selling alongside Avaya products.  The compliance testing process assures end users that CallScripter is compatible with the tested Avaya solutions and the rigorous independent testing carried out by DevConnect gives confidence to anyone considering installing CallScripter into their organisation.

Being a DevConnect Technology Partner also gives us access to joint marketing opportunities to help promote our solutions and services to both end users and Avaya’s business partners globally.

Question #6 – What is the most important thing you’d like our community to know about your company?

The CallScripter application has been developed as a result of need from our 200-seat in-house contact centre. The contact centre operation provides us with a complete live environment in which we can troubleshoot programmes while trialling our latest functionality developments, usability and releases; this helps us to fully appreciate the challenges our customers face and enables us to achieve breakthrough Innovation and anticipate new developments ahead of the competition.

CallScripter Solution Now Rated “Avaya Compliant”

August 29th, 2013

  • Browser-based agent scripting application is compatible with key Avaya contact center solutions
  • Helps businesses increase agent productivity, enhance quality and ensure compliance while simultaneously improving the experience for customers and agents alike

IPSWICH, United Kingdom – CallScripter, a leading contact centre scripting software solutions provider, today announced that its browser-based agent scripting application, CallScripter Release 4.5, is compliant with the major contact center solutions from Avaya, a global provider of business collaboration and communication software and services.

The CallScripter application helps companies increase agent productivity and reduce average handling time. It provides the agent with an interactive script infrastructure that caters to the caller’s needs, wants and requirements. The workflow model and scripts are built to empower the agent with knowledge and data sources to perform tasks efficiently and successfully. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Communication Manager 6.2, Avaya Proactive Contact 5.1 and Avaya Programmable Gateway 230 Release 15.3.1.

“We are delighted to have completed this important compliance milestone, which demonstrates our commitment to add value and functionality to Avaya’s products by achieving interoperability with Avaya Proactive Contact 5.1,” said David Everett, Divisional Managing Director, CallScripter. “Avaya’s customers can now benefit from a browser-based agent scripting application that provides them with all the features needed to equip advisers with the tools to drive a quality service to customers.”

CallScripter is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Technology Partner, CallScripter is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

“Technology partners like CallScripter are helping Avaya enhance their solution offering to drive customer service excellence,” said Eric Rossman, vice president, Developer Relations, Avaya. “CallScripter’s application helps companies simplify complex agent scripting, driving efficiency and consistency to their business processes.”

Additional Resources

About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information, please visit

CallScripter is the market leading contact centre scripting software solution internationally, designed to maximise contact centre productivity while improving agent and business efficiency. With over a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe.