Call Centre Scripting

More freedom. Less training.

"It is not determinism, but necessity which is the converse of freedom."

Jean-Paul Sartre

Despite common misconceptions, call scripting, when used intelligently, is a liberating rather than a restrictive practice. Call scripting is not there to dictate what agents say when engaged in conversation with a customer. The real aim of scripting is to embody the complex business processes which underpin such conversations and the information and systems required in order to bring them to successful conclusions each and every time. This increases First Call Resolution rates, reduces Call Handling Times and frees agents from the necessity to memorise such processes, systems and data.

Why Choose Synthesys™

Why Choose Synthesis
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    A uniquely intuitive yet powerful visual script design environment

    Synthesys™ Scripting is a different breed of call scripting tool, set apart from the rest of the pack by the completely unique visual method of designing scripts. Seeing how this works usually provokes the kind of “eureka” moment in anyone that has seen other call scripting tools before.

    Synthesys™ Scripting is a different breed of call scripting tool, set apart from the rest of the pack by the completely unique visual method of designing scripts. Seeing how this works usually provokes the kind of "eureka" moment in anyone that has seen other call scripting tools before.

    For instance, the way in which dynamic branching is implemented in Synthesys™ gently and almost imperceptibly imposes a level of logical rigour which would make even the most non-technical of users feel confident enough to tackle convoluted script routing conundrums with ease.

    Scripting is central to Synthesys™. Historically, it was the first thing to be developed as part of the original Synthesys™ offering all those years ago. It is also at the very core and foundation that the Synthesys™ edifice was built on as it is the function that enables the mapping of customer contact business processes which plays such pivotal role in our philosophy.

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    “Out of the box” web services integration without programming

    Synthesys™ Scripting is so much more than just a scripting tool. It allows the script designer to access all manner of external data sources in order to make the agent front end adapt and adjust to changing circumstances outside the script itself.

    Synthesys™ Scripting is so much more than just a scripting tool. It allows the script designer to access all manner of external data sources in order to make the agent front end adapt and adjust to changing circumstances outside the script itself.

    One of the main ways of achieving this goal is the ability to invoke SOAP Web Services in order to retrieve information from business systems or services across the internet. For instance, a script could use the precise and current exchange rate when performing an international transaction, perform an instant credit check or have access to the current weather wherever the caller happens to be.

    Reversely, a script can use web services to export data captured during customer interactions into external systems. Therefore, vital business systems and databases can be permanently synchronised with the latest transactions performed in the contact centre in an almost real time manner.

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    Perfect for web self-service for rapid deployment and multi-channel consistency

    If agents can follow a business process using a script in order to perform transactions on behalf of clients, then why not allow these clients, assuming they are near a computer use the scripts themselves to achieve the same thing?

    If agents can follow a business process using a script in order to perform transactions on behalf of clients, then why not allow these clients, assuming they are near a computer use the scripts themselves to achieve the same thing?

    By doing so, you will not only reduce your call centre traffic but also increase customer satisfaction. This is particularly useful for more routine tasks freeing your call centre agents to handle the more complex and perhaps more interesting and lucrative transactions.

    Synthesys™ scripts can be deployed in an iFrame within your website and can be completely branded (using Cascading Style Sheets - CSS) to blend in perfectly with the style of your web pages. More than that, the data captured on the web ends up in the same database that your call data resides in allowing  you to analyse the totality of your transactions.

    It is also a great way of ensuring that your voice and web channels are consistent.

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    No need to worry about the database structures as they look after themselves

    One of the most important benefits of scripting is the data that is captured during each call. This consists both of the data captured by the agent on each screen and also a complete trace of the navigations path that was traversed across the script for each call.

    One of the most important benefits of scripting is the data that is captured during each call. This consists both of the data captured by the agent on each screen and also a complete trace of the navigations path that was traversed across the script for each call.

    Other scripting systems require the user to create database structures which are intended to store this information and then "bind" or link these data structures to the script itself. This is usually a pretty laborious and rather technical task.

    Synthesys™ Scripting removes any such complications by seamlessly creating and maintaining the database structures in the background as you develop and publish each script. This is an example of what we mean when we say that our aim is to make things simpler for the user without limiting the power of the system.

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