Why is it clever

FAQs

Keyword questions. 

  • 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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  • 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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