CTI Scripting: cost optimization without loss of quality
CTI presents its software product for contact centers – CTI Scripting. This solution allows to improve and automate development of agent and IVR-scripts and, as a result, take the whole CC to a new level of operational and economic efficiency as well as customer care service.
CTI Scripting is a product for development of agent web applications and IVR-scripts with a user-friendly interface. It simplifies, at the technical level, setting of the problem, coordination between the business and technical divisions of the company, and putting the script into operation. Thanks to the integrator solution, development and implementation of the script takes 50% less time than usual, while the customer company reduces labor costs to 80%.
When an operator receives a new call, he/she needs all necessary information about the customer on the desktop in order to do the work fast and efficiently. CTI Scripting helps the operator to carry out a preliminary analysis of the customer's call in the routing system: what number was dialed by the caller, what options did he choose, is caller’s phone number included in the company's database (i.e. whether the caller is its client), analyze the work with caller’s previous requests.
CTI solution allows to reduce the average time of call processing, and consequently, to increase the number of processed calls. At the same time, user-friendly graphic instructions provide the opportunity to spend less time for operator training. All this provides for a significant reduction in costs for contact center ownership.
As a result, one more benefit of CTI Scripting is improvement of the quality of customer service for CCs: at the right time, the solution provides the operator with all the necessary data, so the client quickly gets the information relevant to him.
CTI Scripting solution is designed in such a way that involvement of IT-specialists is required only at the stage of writing requests to the information systems, with which the application needs to integrated on the operator's workplace. In terms of agent scripting, the customer himself sets the format of web forms, scripts and queries with the help of editors, which makes it easy to receive and transmit the necessary information to the required information system. Besides, CTI Scripting respects the versioning: if necessary, it is possible to look through the previous script versions and edit them.
CTI Scripting also offers an effective tool for upgrade of self-service systems. The solution with the help of a bookmark in the IVR-script allows you to adapt the routing and voice menu to certain conditions, which is extremely important for processing calls in cases where a CC customer has an emergency: using a recorded voice message for a certain category of calls reduces the number of calls to operators and the number of repeated calls. The voice menu can be easily set up for the service system with the help of a graphic editor - without involving programmers. Managers can do it graphically on their own.
‘CTI Scripting allows to implement a script within an unprecedentedly short timeframe, spend half the time on development, therefore, financial investments, while improving the quality of customer care service. Customers receive prompt and accurate information from the operator,’ commented Platon Begun, Head of CTI's Contact Centers Division. ‘Automation and visualization of script creation process helps to improve or adapt it to emerging tasks and avoid any mistakes.’
CTI solution can be applied for building scripts on platforms of any vendor, the customer can easily change the tariff plan, connect or disconnect services and learn online about the remaining account balance. The payback period of such solution is 6 months.