Scripting Tools
Datapoint provides a variety of scripting solutions that offer screen flow and conversational prompts for voice, chat, email and automated workflow distribution. These are integrated tools that work with the interaction hub solutions we provide.
When used for live agent interactions, their core capability is to coordinate the desktop display with workflow tasks. The created scripts have the ability to react depending on the context of the call or the agent's request in a number of ways:
Changing the appearance of the script and the details displayed on screen
Executing external applications
Providing different scripting paths during an interaction
Automating completion tasks and follow up actions
Starting and finishing tasks such as call recording
Scripting tools can be used by non technical staff following suitable training. For instance the task of loading customer data from sources such as Excel, Access, Oracle or SQL servers does not need any user knowledge of relational database management systems.
Equally it is possible for suitably qualified users to create new scripts, modify or duplicate existing ones and publish them.
Building Scripts
Designing script layouts is based on the creation of fields to collect data, and on the creation of conditions which inter relate the different fields.
There is a broad range of field types that can be used to collect and validate data such as post codes, tax codes, account number, credit card number, telephone number, numeric/decimal data, text, pre populated lists and schedules.
Once these fields are chosen they are then given rules that determine their behaviour during a workflow session to make the final script dynamic. Fields can be linked together; be displayed, hidden, automatically populated or made mandatory according to any set of conditions.
Scripts can be built not only for live assistance but also be developed to offer customers sophisticated self service options that can be delivered via voice portals, touchtone or web interfaces. The routing and queuing rules can govern their use can be built from any segmentation criteria as defined in an organisation’s customer contact strategy
Partners
