Scripts help agents to be
more productive and customer oriented, providing the relevant
information to the customer, which greatly improves the
consistency of the interaction.
Altitude Script Developer is an industry unique language
and development environment specialised for contact centres.
The Altitude Scripting language associated with Altitude
Script Developer allows the design, control, and execution
of the most critical customer interaction modules in the
contact centre, namely the Voice Portal scripting, the interaction
routing, the agent desktop GUI, and agent dialog scripts.
The Altitude Script Developer enables companies to define
each step of the call interaction flow and clearly presents
the relevant data to the agent. The Altitude Script Developer
is designed for both non-technical and advanced users.
New users can take advantage
of pull-down menus, on-screen buttons, pop-up windows, inheritance
mechanisms, and fill-in-the-blank parameters. Advanced users
can leverage functionality, such as subroutines, functions,
and event handling and sophisticated data structures.
Scripts guide agents through dialogs with customers, while
managing contacts, controlling interactions, and updating
databases. Scripts can also interface with external Windows
libraries and applications.
The graphical editor simplifies the development of scripts
and, at the same time, uses the functionality of Altitude
uCI. The developer builds scripts by visually placing graphical
elements, selecting items from menus, and filling in dialog
boxes. Altitude Script Developer contains the functionality
to develop comprehensive campaign scripts that effectively
handle inbound and outbound interactions and provide agents
with the appropriate information. |