The Global Association for Contact Center Best Practices & Networking

CallScripter, the UK based contact centre solutions provider, is delighted to announce the launch of their latest best of breed scripting release: CallScripter 4.5.

Providing the contact centre front end solution of choice for a decade, CallScripter is confident that this latest version is the most effective, efficient and flexible to date.

With a wave of new integrations, including a refresh of Avaya Proactive Contact dialler; a new HSBC payment gateway; and the Constant Contact Email Marketing system, via an XML web service interface; CallScripter 4.5 is the most advanced next generational scripting tool available in the marketplace.

Following on from the multi-lingual translations within CallScripter 4.2 in 2009; a multi-language spell checker has been added to guarantee that any language scripts produced are of a high quality and entirely accurate.

Being able to calculate return on investment is a key purchase consideration for any organisation. Using CallScripter’s new productivity monitoring application, the agent time and activity log will show how staff spend their time; on which clients; the average call duration; and how productive they have been throughout their shifts.

The DXI dialler integration that CallScripter has undergone in the past eighteen months has been enhanced to offer time zone support and allows segments of a call list to be activated automatically based on a defined schedule.

By embedding the predictive dialler functionality within the CallScripter application, we can offer a unique blend of reporting that not only includes the statistical dialling information but further crucial business intelligence that is captured during the scripted process.

For example, in a sales environment other vendors will show you how many calls the dialler has made, what your agent talk time is and even a high level overview of outcomes. But CallScripter will additionally include reporting on the actual sales value of those calls, allowing you to clearly understand which campaigns and agents are your most productive.

CallScripter recognises the importance of brand recognition; and the desire for agent continuity. With this in mind, there is the introduction of personalised branding inside script templates and the agent desktop. Whether you require your own branding, or differing ones for certain scripts, you can effortlessly upload and customise as you wish.

Overhauling the CallScripter shopping basket, the new simplistic interfaces for both agent and administrative users ensure that every process is straightforward with no room for error. Additional revenues can also be created per product via means of cross and up-sells, and with more flexible products reducing admin time; it means that agents can make the most of every selling opportunity.

The integration of a new third party product in CallScripter 4.5 will allow the Report Designer to support Word documents, in addition to the Rich Text Documents (RTF) currently available. This now makes the creation and formatting of documents much simpler and more time-effective as well as offering greater functionality. David Everett, CallScripter’s Commercial Director, said of the new release: "CallScripter is dedicated to achieving the best possible results from our software. Our team of developers are constantly exploring new trends and testing our ever-evolving product, always striving to make it better than before. And this process is never ending; due to the new technology that frequently emerges we change and adapt our software accordingly to encompass this.

"CallScripter 4.5 is a significant step forward for us, and we look forward to rolling it out on an international basis."

About CallScripter:
CallScripter is part of IPPlus PLC, the AIM listed business services group, whose interests include software and outsourced contact centres. Headquarters are in the UK with global partners in the USA, Australia, France, Germany and the Netherlands. CallScriper provides solutions to a client base across a wide range of industries including Outsourcers, Financial Services, Helpdesk, Telemarketing, Internet Providers, Accident Management and Charities.