InteractCRM DialogConnect : An Agent Scripting Application

An Agent Script application to improve your customer service operations

Effective customer interactions require constant attention. Customer satisfaction can be improved by utilizing an agent scripting application. Changing business needs often require the contact center to quickly adapt how their customer service representatives (agents) manage the customer interaction. Traditionally, without the assistance of an agent scripting application, this process changes have required complex and lengthy training cycles, preventing the business from adjusting to customer needs in real time. Many times, the changes are minor: price adjustments, new offers and improved best practices. Using an agent scripting application, a contact center supervisor or operations manager can now manage these updates without any involvement of the IT.

What is an Agent Scripting Application?

Agent scripting applications enable features such as on-screen controls, automatic application navigation and dynamic flow control logic for call scripting. "Drag and drop" visual modeling features in the agent scripting application makes it easy to develop and maintain the scripts.

InteractCRM DialogConnect Agent Scripting Application

Using InteractCRM DialogConnect, business users can rapidly create and publish rule based interactions for call center agents. The agent scripting application uses a graphical drag-and-drop interface, enabling operations manager to easily create and manage all aspects of the agent’s interactions, map processes, decisions and design the complete dialog flow.
Using an agent scripting application such as InteractCRM DialogConnect you can give your business a new level of control in defining and managing customer interactions. With a friendly graphical development environment, interactions are easily assembled, self-documented and versioned.

Benifits of InteractCRM DialogConnect

• CTI Screen Pops : Expands agent productivity. When a call is delivered to an agent, the information is populated directly into the agent’s script section. The agent views the call data along with the messaging script that has been determined by the contact center manager or operational officer.
• Better interactions : The agent focuses on the customer rather than fumbling and searching for information. This dramatically reduces agent training and call time while producing more confident agents and more positive interactions and results.
• Reduced Operational Cost : DialogConnect reduces the customer service complexity and chop down the time required to train the agents significantly. This also leads to low error rate and high efficiency.
• Consistent customer-facing processes : All agents talk the same language which their organization wants them talk and follow each business process exactly the way it suppose to be, every time. Leading to a consistent customer-facing process and higher customer satisfaction.
• Quick adaption to changing business processes : DialogConnect’s agent scripting application with its graphical drag-and-drop interface, allows operations manager to easily change the existing business processes or information to the new one within no time and without the involvement of IT.
• Read or write/update data : allow agents to read, write and/or update data in a consistent, uniform Web-based GUI interface.
• Integration with multiple platforms : A single DialogConnect server can be integrate with multiple applications to carry out different business processes. For example in a contact center environment DialogConnect can be linked with inbound CTI application to handle customer queries while on the other hand can also be integrated with outbound dialer to do Up-Sale and Cross-Sale, all from a single server.
• Hyperlinks : DialogConnect is created as Web-based HTML application; it brings the full power of the Web to your customer interactions. Agent scripts can hyperlink out to company Intranet or extranet sites for product or other information, read or write data in real time, or to third party Web sites and much more.
• Reporting : DialogConnect provides range of out of the box reports which gives some of the most crucial behavioral as well as statistical information like the most frequent customer queries, most frequent paths through the call flow, bottlenecks and trouble spots etc.

Screen Shots of InteractCRM DialogConnect

Agent Interface




Designer Interface

Creating New Dialog

Dialog Mapping And Flow Defination