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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
www.avaya.com/devconnect
www.devconnectmarketplace.com


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 www.avaya.com.


About
CallScripter
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.


CallScripter and Saga Announce Partnership

August 2nd, 2012

2 August 2012, Ipswich and Belgrade – CallScripter, an industry leading contact centre scripting software solutions provider and Saga, Member of New Frontier Group, a leading systems integration vendor today announced a partnership and the availability of advanced ‘agent scripting’ solutions.

Contact centres are constantly looking to improve contact centre performance, increase agent productivity and the contact centres overall profitability. Through an efficient integration of innovative technologies, contact centres are now going to start benefiting from completely customisable and optimised contact centre ‘agent scripting’ solutions that focus on operating processes and customer service workflow.

Steve Richardson-Frankton, International Partner Manager at CallScripter, says “We are delighted to sign a strategic partnership with Saga. The partnership will further strengthen CallScripter’s market presence in the region, deliver a superior all round customer experience and ensure excellent client support. Additionally, Saga brings extensive systems integration experience and an enviable track record in successfully delivering enterprise voice and contact centre solutions on Avaya, Interactive Intelligence and Cisco platforms.”

Vasa Segrt at Saga says “We are glad to become Callscripter’s partner, and we are confident that together we will be able to offer contact centre solutions with added quality to our customers. We are sure we will demonstrate the advantages of CallScripter products in practice through successful projects in the future .”

About CallScripter
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.
CallScripter is a division of IPPlus plc, the AIM listed business services organisation, whose interests include software and outsourced contact centres. The CallScripter headquarters are based in Ipswich, the UK with regional partners worldwide.

For more information visit www.callscripter.com

About Saga
Saga was founded in 1989 with headquarters in Belgrade, Serbia. During the last 23 years, the company has established partnerships with more than 70 renowned companies working within the IT industry. Saga is the biggest system integrator in Serbia, and it is the market leader regarding the achieved results, the number of employees and the level of their knowledge, training, and expertise.
Saga today has subsidiaries in Montenegro, Bosnia and Herzegovina and Macedonia. In 2009, Saga became a member of New Frontier Group – the most perspective group of ICT companies in Central and Eastern Europe.

For more information visit www.saga.rs/en and www.newfrontier.eu


CallScripter Enters into Strategic Partnership

July 2nd, 2012

2 July 2012, Ipswich – CallScripter, an industry leading contact centre scripting software solutions provider and Consilium, a leading Unified Communications company have today announced a partnership to improve contact centre scripting experience and efficiency in customer service delivery across the Asia Pacific contact centre markets.
The aim of this collaboration is to strengthen both parties’ integrated solutions offering to clients and expand the Asian and Pacific presence through the globalisation of cutting-edge and multi-channel contact centre solutions. Together, CallScripter and Consilium are hoping to enhance the market’s scripting awareness to help clients to drive reduced average handling time and increased customer satisfaction while minimising operational costs and maximising agent productivity.

Key facts
– Real-time and consistent multi-channel and multi-lingual communications
– Inbound and outbound advanced scripting workflow process
– Live call management and tailored agent dashboards for performance measurement
– Monitoring and reporting suite
– Open architecture for easy integration into the third party complimentary applications

Steve Richardson-Frankton, International Partner Manager at CallScripter, says “The Consilium partnership will significantly strengthen CallScripter’s market presence in the region, deliver a great all-round customer experience and ensure excellent client support. Additionally, Consilium will bring a wealth of systems integration experience and an enviable track record in successfully delivering enterprise voice and contact centre solutions.” Stephen Richardson-Frankton continues, “Consilium is one of the most extensive sales and support organisations of its kind and has provided sophisticated solutions to the international contact centre market – and its experience of deploying Cisco and Genesys-based contact centre solutions is unparalleled.

Pramod Ratwani, Founder & CEO at Consilium Software says “Delivering compelling state of the art Unified Communications Solutions to customer delight is core to Consilium’s vision. Our partnership with CallScripter strengthens our commitment to customers & prospects, and we are excited to leverage our Asia Pacific presence, engineering expertise and CallScripter solution set to enhance customer experience further.”

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

CallScripter is a division of IPPlus plc, the AIM listed business services organisation, whose interests include software and outsourced contact centres. The CallScripter headquarters are based in Ipswich, the UK with regional partners worldwide.

For more information visit www.callscripter.com

About Consilium Software
Consilium Software develops Unified Communications (UC) software and solutions for enterprises and contact centres. Consilium Software offers a complete solutions platform for Unified Communications with alliance products, Consilium technology powered services, Consilium’s proprietary Uni™ products and applications, and infrastructure management. Consilium Software is headquartered in Singapore, with subsidiaries and fully-staffed branch offices in India, Malaysia (Kuala Lumpur), Canada (Toronto) and Taiwan (Taipei City).

For more information visit www.consiliuminc.com


Revolutionising Customer Experience with Call Scripting

March 30th, 2012

We are constantly bombarded with different solutions that are sold to us as the most innovative on the market. But the question remains – what does work in a contact centre’s day-to-day reality? What does ‘innovative’ mean in the contact centre world? And most importantly, what do contact centres need to drive productivity but at the same time increase customer experience?

Modern contact centres are facing significant challenges, and it looks like these challenges are here to stay. With multi-channel and social media application integrations, modern customers expect companies to solve their query right there and then. On the other hand, the agents need a system that will make that happen without making them learn several software applications and technical procedures. The answer is quite simple – the agent desktop needs to be multi-channel, provide a massive knowledge base and take the agent to the right place where the query can be answered.

The best way of giving the agent the ability to find the right answer is to guide the agent through different stages where the agent can get a chance to identify the customer’s needs or problem; this is what we call ‘call scripts’. You can have different scripts depending on what the customer wants i.e. to make a purchase, make a complaint, find out things about their account, etc. To incorporate scripts into your business processes management and agent desktop will make everyone’s life easier as the right script will be shown on the agent’s desktop. The agents can now have exciting but very relevant conversations with the customer. On top of this, not only will you get an improved first call resolution rate and reduced call handling times, but you will also start benefiting from better agent retention and increased customer satisfaction ratio. It sounds like everyone wins, don’t you think?


CallScripter Launches New Release

September 2nd, 2010

CallScripter, the UK based contact centre solutions provider, is delighted to announce the launch of their latest best of breed scripting release: CallScripter 4.5.

Providing the contact centre front end solution of choice for a decade, CallScripter is confident that this latest version is the most effective, efficient and flexible to date.

With a wave of new integrations, including a refresh of Avaya Proactive Contact dialler; a new HSBC payment gateway; and the Constant Contact Email Marketing system, via an XML web service interface; CallScripter 4.5 is the most advanced next generational scripting tool available in the marketplace.

Following on from the multi-lingual translations within CallScripter 4.2 in 2009; a multi-language spell checker has been added to guarantee that any language scripts produced are of a high quality and entirely accurate.

Being able to calculate return on investment is a key purchase consideration for any organisation. Using CallScripter’s new productivity monitoring application, the agent time and activity log will show how staff spend their time; on which clients; the average call duration; and how productive they have been throughout their shifts.

The DXI dialer integration that CallScripter has undergone in the past eighteen months has been enhanced to offer time zone support and allows segments of a call list to be activated automatically based on a defined schedule.

By embedding the predictive dialer functionality within the CallScripter application, we can offer a unique blend of reporting that not only includes the statistical dialling information but further crucial business intelligence that is captured during the scripted process.

For example, in a sales environment, other vendors will show you how many calls the dialer has made, what your agent talk time is and even a high-level overview of outcomes. But CallScripter will additionally include reporting on the actual sales value of those calls, allowing you to understand which campaigns and agents are your most productive clearly.

CallScripter recognises the importance of brand recognition; and the desire for agent continuity. With this in mind, there is the introduction of personalised branding inside script templates and the agent desktop. Whether you require your branding, or differing ones for certain scripts, you can effortlessly upload and customise as you wish.

Overhauling the CallScripter shopping basket, the new simplistic interfaces for both agent and administrative users ensure that every process is straightforward with no room for error. Additional revenues can also be created per product via means of cross and up-sells, and with more flexible products reducing admin time; it means that agents can make the most of every selling opportunity.

The integration of a new third party product in CallScripter 4.5 will allow the Report Designer to support Word documents, in addition to the Rich Text Documents (RTF) currently available. This now makes the creation and formatting of documents much simpler and more time-effective as well as offering greater functionality.

Additional new components include: updated archiving capabilities (data can easily be removed to assist with the control of the database size, but can be stored offline rather than deleted in its entirety); agent messaging (the ability for named users to send pop up messages to individual CallScripter users and groups, or even broadcast to all) and the integration of SQL Server Reporting Services – SSRS – to substantially add to the reporting systems capability throughout CallScripter (All Management Information reports within CallScripter moves to SSRS, and a framework is now provided to enable clients to create their individual reports, without the complexity that was previously associated with this task.)

David Everett, CallScripter’s Commercial Director, said of the new release: “CallScripter is dedicated to achieving the best possible results from our software. Our team of developers are constantly exploring new trends and testing our ever-evolving product, always striving to make it better than before. And this process is never ending; due to the new technology that frequently emerges we change and adapt our software accordingly to encompass this.

“CallScripter 4.5 is a significant step forward for us, and we look forward to rolling it out on an international basis.”

CallScripter will be previewing their new software with live, interactive demos at the Call Centre Expo 2010, on Stand D12.