Why is it clever

FAQs

Function questions. 

  • Script summary screen delivers dual benefits

    Version: Classic V4.3 and above

    Module: Callflow Editor & Take Calls

    A utilities company was having some difficulties ensuring that all of the data they required in sales extracts was accurate and complete. They sought a way to simplify this process.

    As with most challenges that involve data, accuracy of capture is vital as well as the subsequent integrity of data storage. With this approach in mind Noetica provided a dual solution to this problem that tackled more than just simplifying the data extracts.

    Firstly by using strict data validation within the capture controls, data accuracy was assured.

    To provide additional verification of this, a simple summary screen was placed into the script. This screen collated all of the relevant and necessary data captured throughout the script in one place for the agent to confirm back to the customer before the call ended. Making this beneficial change also meant that all of the data in this screen was then stored in one table in the Synthesys™ database and not several, providing the added advantage that the data extract process could be rewritten, but vastly simplified as it only needed to reference one database table instead of many.

    As a result, accuracy of data capture was improved alongside a simpler data extraction query which meant the correct data was supplied in all instances in the simplest most resource light way possible.

    

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  • Connecting to an external CRM system

    Version: Classic V4.3 and above

    Module: Callflow Editor & Take Calls

    A large call centre outsourcer had an enquiry from a prospective client that meant their agents would need to view in real-time the most up-to-date customer details possible directly from the client's CRM database. This was required without extracting or inserting records into Synthesys. The successful acquisition of this business depended on the outsourcer having the ability to do this.

    Synthesys has the ability to define it's own CRM module as simply a viewer into an external database and the data contained within it. Using this feature, read only access to the client database was possible whilst still maintaining the advantages offered by the use of Synthesys' powerful call scripting.

    This solution meant that our BPO customer was able to bid for and win this business. The fact this was flexible, configurable "out of the box" functionality meant that the costs associated with bringing on this new client were vastly reduced compared to using a solution that requires complex integration and bespoke development. This is key for our BPO customers in the highly competitive and cost focussed outsourcing sector. 

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  • Embedding web Pages in Synthesys Scripts

    Version: Classic V4.3 and above

    Module: Callflow Editor & Take Calls

    Our client needed to incorporate an enterprise (subscription management) web based system within Synthesys™ Scripts. Furthermore, they needed to pass information collected in the Synthesys™ script to the subscription management system an also retrieve information from the web based system during and after the call.

    The Synthesys™ Memo control, which is a standard component of Synthesys™ Scripting and is used mainly as a "large text box" within scripts has an additional feature that allows any URL to be passed to it through a property.

    The Memo control would then turn into a browser (IE) frame inside the script and will host the page pointed to by the URL. Furthermore, URLs can contain parameters which will pre-populate data capture fields on the initial page.

    Finally, in order to retrieve data from the browser based system back in the script following the transaction, our client used the Web Service control which can invoke any external web service and present the return values as user friendly properties which can subsequently be used or displayed anywhere in the script.

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  • Dynamic selections within scripts

    Version: Classic V4.3 and above

    Module: Callflow Editor & Take Calls

    An outsourcer working for a leading utilities company had an issue with agents selecting incorrect tariffs for customers in a script. This error lead to unwanted telephone calls back into the call centre, costly administration to rectify in terms of resource impact, a large volume of customer complaints and an increase in cancellations. Noetica were approached to help resolve this problem.

    Synthesys™ has a wide range of components that allow users to customise scripts and screens, as well as the formatting and validity of data captured.

    By utilising a combination of simple controls and calculations built within the script, it was possible to limit the tariff options available to an Agent dynamically based on information that was captured in previous screens. These components were the Radio Button, Check Box Controls and Combo Box. Only valid tariffs were displayed to the right customers at the right time, thus eradicating the possibility of user error.

    This change took less than two hours to design and implement, as Synthesys™ is able to publish new scripts in real time without agents logging out. Thus this change was deployed with no downtime to the Call Centre. Instantly errors ceased, calls back into the centre ceased and complaints relating to this issue disappeared.    

     

    

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