CTI launches a solution for automation of script development and implementation at contact centers
CTI has launched a solution for contact centers to improve efficiency of operator script development and reduce related costs. This technology nearly halves (close to 50%) the time required to develop/upgrade scripts, and cuts man hours of IT staff up to 80%. Furthermore, this solution standardizes scripting procedures and enables to automate development and implementation of web apps and IVR scripts. This technology supports integration with external information systems at the level of operator’s workstation and is CTI’s proprietary solution. The name of this solution is CTI Scripting.
Development and implementation of scripts, both agent scripts that create a call-handling algorithm and IVR scripts that are used to automate call handling for existing customers are essential components in operation of call centers. Performance and efficiency of call centers depend on these.
At the same time, script development is a highly sophisticated and labor-intensive process. When new scripts are installed or existing scripts are upgraded, the following two business processes ‘intertwine.’
Process number one is development and implementation of a new product that engages business functions (marketing, finances, service).
Process number two is development and implementation of a script. This process mostly falls on the shoulders of the IT department. All this often extends project execution time, requires numerous approvals and distracts both IT staff and call center managers from their direct duties.
CTI Scripting is a tool designed to handle more than just technical tasks. It helps substantially simplify script development, including problem statement, coordination between business and technical functions inside a company, and script installation.
Traditionally, a call center manager or IT professional is the one to approve technical specifications for script development. They start with drawing an app flowchart, then create mockups of web forms, script logic algorithm, as well as necessary pass-through queries. And this is only step one. Then a software engineer gets down to work, a new code is tested, finished product is delivered to the client, etc.
In CTI Scripting, the user does the same thing the problem originator does at stage one, and ultimately ends up with a ready-to-use web app. This dramatically cuts down development time, and relaxes the demands to the executor.
‘In fact, CTI Scripting enables to look at script development and implementation as if it is a software release – procedure that is quite familiar to IT staff working for a company. This approach helps streamline a complicated business process by transforming it into a simple sequence of clear and easy-to-understand tasks,’ says Platon Begun, Head of Contact Centers at CTI.
CTI Scripting is already available to CTI customers as both an independent product and a part of data center automation suites powered by any modern platform that supports launch of web apps on operator’s workstation.