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CallScripter Joins the Genesys AppFoundry

April 5th, 2016

Contact centre scripting solution, CallScripter, is pleased to announce availability of their CallScripter Synergy solution on the Genesys AppFoundry, a marketplace for world-class customer experience applications, integrations and services.

5th April 2016, Ipswich, UK
Genesys are market leaders within the customer experience industry, enabling organisations to deliver impeccable customer service whilst reducing effort and increasing revenue. CallScripter, the premium provider of agent scripting for Customer Engagement Centres across the globe are delighted to have updated their status to become a Technology Partner and in turn publish the app to the AppFoundry. The AppFoundry is a marketplace platform for developers, independent software vendors (ISVs), value add resellers (VARs), and customers to discover new solutions to enhance their Genesys environment.

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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 at Call Centre Expo 2012

October 18th, 2012

CallScripter, an industry leading contact centre scripting software solutions provider exhibited at the Call Centre Expo 2012 in London Olympia earlier this month.

The exhibition was a perfect opportunity for the end-users and solution providers to come together, share best practices and experiences, moreover explore the latest technology and innovations in the contact centre industry.

Call guidance and scripting have always been a very popular topic in the customer service sector and as a scripting technology leader, we were jubilant to get the opportunity to showcase our cutting-edge and easy-to-use software application to the industry professionals who gathered from all over the world.

For more information about the show, please visit callcentre.co.uk


GoResponse Wins the Best Small Contact Centre Award

September 19th, 2012

Go Response, a UK-based telephone answering solutions provider scoops three prestigious awards at the glamorous 2012 Contact Center World Awards which was held at Madame Tussauds in London on the 29th of June.

The winning awards included – GoResponse being named Best Small Contact Centre, GoResponse’s Managing Director Mark Kirby being announced as Best Executive and last but not least a well-deserved bronze medal for Contact Centre Design.

CallScripter’s long-established client won the awards after presenting to 130 industry experts, who then selected the winners in all categories, competing with leading contact centre organisations from countries across the globe.

Mark Kirby, Managing Director at Go Response says “I’m incredibly proud of everyone in the GoResponse team for the hard work and dedication that they have shown over the last year, and am delighted that this commitment has been rewarded at the 2012 Contact Center World Awards. We’ve always tried to emphasise the fact that GoResponse is more than just an average call centre – with the right company culture, technology and people, which has now been recognised within our industry sector as well.”

David Everett, Commercial Director at CallScripter, says “We are very pleased to hear that one of our longstanding clients, GoResponse, have received this fantastic contact centre industry recognition for their efforts over the past few years. Congratulations on all your awards – extremely well deserved!


Making a Little Go The CallScripter Way

March 18th, 2010

“The government’s plans for reducing the budget deficit are not ambitious enough – according to a European Commission report to be published on 18 March 2010. The report warns that the UK is not on course to cut its deficit in line with EU rules by a deadline of 2015.” BBC, 16/03/2010

This is just one example of many reports circulating within the media regarding the national debt, and the need to cut public sector spending. And while the proposed cuts may already seem harsh, it appears that more of the same (and possibly worse) are set to follow.

To counterbalance this, the public sector union, Unison, released a survey that demonstrates how their workers fear that spending cuts will intensify staff shortages and result in heavier workloads and a decline in the quality of services.

Picture the scene spending is cut, staff redundancies take place, equalling reduced customer service, leading to dissatisfied customers, resulting in a bad reputation and developing exactly the right kind of story that local papers love to sensationalise, and if you’re lucky the Nationals will pick it up as well!

The question is how should this be handled? Because contact centres are often the ‘face’ of a company and the initial port of call, they seem to be the first place that the senior directors look to cut costs, impacting on an entire industry.

So how can the public sector save time, money and staffing costs?

One solution is to develop a system that will reduce call handling times, allow staff to become multi-skilled (and hence more flexible) while maintaining the high compliance standards required.

Implementing an advanced software application will streamline contact centre operations, and also provide a platform to execute inbound, outbound, email and CRM campaigns through one simple and consistent interface.

Call centre technological advances are emerging all the time, and by employing a scripting system, your call centre will not only reduce call handling times, but it will also improve agent efficiency, allowing for calls to be handled quicker and in a more productive manner.

Flexible working practices will look to rising, with the ability to scale up (or most likely down in this instance!) on demand, ensuring that you are never over-resourcing your call centre, or indeed doing it a disservice.

Contact centres are also able to utilise real-time analytics, which means real-time decisions can be made, allowing room to adapt solutions to trends.

That is why call scripting applications are so useful because they are so adaptable and user-friendly. By implementing a tailored solution, specifically designed for the public sector, you can be assured that you are not just undertaking a solution more suitable for a stable business that needs no flexibility.

Another reassuring factor is that in times of economic instability a company that is continuing to quietly prosper and taking the time to listen to clients and carefully develop new technologies, rather than running ahead in leaps and bounds with innovations in abundance that aren’t properly tested, is the safest bet to place your money.