Transcript eCreator/Avaya Technical Powerpoint

Has Agent Scripting
Got You
FRUSTRATED?
Agent Scripting
Simplified!
Agenda
• About Amtelco
• Amtelco and Avaya
• Overview of eCreator
• Benefits of eCreator
• Integration with Avaya
Predictive Dialing System
Company Overview
• Amtelco is a privately held company serving the call center industry
since 1975.
• Amtelco is innovative and aggressive, holding more than 15 U.S. and
international patents.
• Amtelco equipment is in operation in all 50 of the United States and in
more than 20 foreign countries.
• Amtelco has about 1500 customers and 100 eCreator sites installed in
the US and worldwide.
• Amtelco customers include call centers, equipment developers,
telephone companies, major universities, corporations, TAS, paging
companies, health care institutions, and executive suites.
Avaya and Amtelco
• Amtelco is proud to be a member of Avaya’s global
DeveloperConnection Program (DevConnect).
• DevConnect ensures that Avaya customers receive
complete, open-standards-based, next generation,
convergent applications and communications
systems.
• Members’ products are compliance tested per
stringent guidelines to ensure reliable
interoperability with Avaya products.
• Amtelco’s eCreator product is a browser-based
scripting tool that has been compliance tested on
Avaya’s Predictive Dialing System (PDS).
eCreator Agent Scripting
Amtelco’s eCreator is the first
browser-based scripting and
campaign management tool
specifically designed to meet
the needs of blended call
centers. eCreator lets users
create agent scripts and
interactive web pages quickly
and easily using simple dragand-drop design techniques.
What is eCreator?
• eCreator streamlines the process of creating sophisticated agent
scripts and dramatically reduces the time and labor required for script
development.
• eCreator includes powerful system management tools that enable a
call center to build and manage scripts that meet all your customer
demands while providing the back-end reporting and CRM information
call centers need.
• eCreator runs on a Windows Server, and can reside either on a
company’s intranet, or scripts can be published on the Internet for
customer self-service.
• eCreator is completely scalable to meet the needs of any contact
center, regardless of size.
• eCreator is Amtelco’s third-generation scripting product.
eCreator Features
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Browser-Based User Interface
Inbound and Outbound Contact Management
Real Time Data Access
Palette of Predefined Response Elements
Drag-and-Drop Script Creation
Data Validation Capabilities
Logical Branch Scripting
Graphical Presentation of Script Navigation
Multiple Database Connectivity
Robust Reporting Capability
Automatic HTML Code Generation
Unlimited Number of Custom Scripts and Applications
Pre-Defined Applications Available
On-Line Credit Card Processing
eCreator Benefits
• Simple to use, intuitive user interfaces require minimal learning
curve.
• Dramatically reduces time and effort required to create and/or
change scripts - programmer-level skills NOT required.
• Increases quality of customer interaction by ensuring
consistency of call flow, regardless of call type or agent’s
experience level.
• Enhances customer satisfaction and retention.
• Improves agent productivity & reduces agent training time.
• Eliminates geographical restrictions – eCreator can support
multiple call center sites, branch offices, and remote agents.
eCreator Components
eCreator has five components:
• eCreator Server/Engine
• ODBC Database Integration
• eCreator Supervisor
• eCreator Reporting
• eCreator PDS Agent
eCreator Components
The eCreator Engine:
• All scripts and campaigns are created and stored on the eCreator
Engine. The Engine provides a response cache for data entered
during a transaction, HTML rendering capabilities for generating web
pages, and database connectivity.
ODBC Database Integration:
• eCreator is designed to interface with all industry-standard databases
to perform sophisticated lookups and updates.
eCreator Supervisor:
• eCreator Supervisor is the web development client application for
creating and managing scripts and campaigns, using an intuitive,
drag-and-drop user interface. Supervisor provides a script creation
wizard, a graphical presentation of script navigation, and a extensive
palette of Response Elements.
eCreator Components
eCreator Reporting:
• eCreator Reporting uses the power of ODBC database
computing to provide quick and easy access to the information
gathered as agents process calls. It includes predefined reports
as well as the ability to create custom reports, do data mining,
and export data to meet all the needs of your contact center.
eCreator PDS Agent:
• The browser-based eCreator PDS Agent integrates with the
Avaya PDS at the agent desktop. It provides call center agents
with automated screen pops, information exchange and scripted
call flow screens for any type of call campaign.
eCreator Script Design
eCreator’s user-friendly
interface greatly
reduces the time and
resources required to
produce and update
even the most complex
agent scripts.
Navigation Tree
eCreator Supervisor gives you the
tools you need to manage all your
eCreator applications from a
single location including the drilldown navigation tree view of
scripts.
Script Page Directory
This directory provides quick
access to all the pages in a
script to expedite making
changes.
eCreator Supervisor
eCreator’s Script Creation Wizard streamlines the creation of agent
scripts and publishes them as web pages.
eCreator Supervisor
The Supervisor toolbar provides
access to various campaign and
system set-up features. Access to
each area is restricted by log-in to
provide security.
eCreator Palette
The tabs organize drag-and-drop
Elements into quickly accessed
categories.
Design Workspace
Use this area to create script
pages using the standard or
customized Elements from the
Palette.
Database Connectivity
eCreator provides powerful database connectivity capability that:
 Integrates with all
industry-standard
databases
 Can be customized to
interface with legacy
database systems
 Includes sophisticated
look-up and query
capability
 Can update an existing
record, or create a new
one. Save all collected
data, or just the data
you need
eCreator Reporting
eCreator includes sophisticated reporting tools that provide quick and
easy access to the information gathered as agents process calls.
Features:
 Access to the
predefined reports
included in the eCreator
system
 Export output data to a
text file, a database, a
spreadsheet, an e-mail
message, or HTML
 Build customized
reports to meet your
every data mining need
 Schedule any eCreator
report to run on a
recurring basis
automatically
eCreator PDS Agent
The browser-based eCreator PDS
Agent integrates with the Avaya PDS at
the agent desktop. It provides call
center agents with automated screen
pops, information exchange and
scripted call flow screens for any type
of call campaign.
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Avaya PDS agent, record, and
system information display fields
eCreator script area
eCreator call information preview
display
eCreator agent and Avaya PDS
application status information
eCreator Applications
eCreator provides the flexibility to customize agent scripts
for any contact center application, including:
Sales/Telemarketing
Customer Service
Telesales
Collections
Order Entry
Predictive IVR Callbacks
Credit Card Applications
Help Desk
Information Request
Fund Raising
Market Research & Polling
Help Desk
Order Status
Proactive Notification
Service Follow-Ups
Customer Satisfaction Surveys
Welcome Calls
Requested Callbacks
Appointment Scheduling
Class Registration
Emergency Notification
Dealer Location
Utility Location
and more!
eCreator/PDS Integration
The eCreator/Avaya PDS integration:
• Provides PDS call control functions to the agent using the
eCreator PDS Agent application.
• Associates PDS inbound, outbound, blended, and managed jobs
with eCreator scripts.
• Automatically “pops” the associated eCreator script to the agent
as PDS calls are directed to them.
• Passes information for each call from the PDS Calling List into
eCreator to populate script and database fields.
• Passes information from eCreator into PDS to update PDS
Calling Lists with items such as Do Not Call status, Recall
status, and Completion Codes.
PDS Integration Benefits
eCreator integrates at the agent desktop with the Avaya PDS using Amtelco’s
eCreator PDS Agent. The eCreator PDS Agent, with its embedded browser, is
installed on the agent desktop to provide seamless integration and information
transfer between eCreator and Avaya PDS.
 eCreator PDS Agent
manages
communications between
eCreator and the Avaya
PDS at the desktop.
 By using an embedded
browser, the eCreator
PDS Agent limits the
browser functions an
agent can access, and
prevents agents from
inadvertently closing the
script.
 eCreator PDS Agent
combines Avaya PDS
information with the call
processing ease of
scripted call flow.
PDS Integration Features
• Simultaneous log-in to eCreator PDS Agent and the Avaya PDS to
join a campaign
• eCreator uses same agent log-ins and PDS completion codes
already programmed into Avaya PDS
• Show an agent as Available or Unavailable, and allow the agent to
Attach/Detach from a campaign without logging out
• Pass ANI, DNIS, and other call list data from the PDS into eCreator
• Record and track the involvement and time an agent spends
processing a script in eCreator
• Allow agents to pass PDS completion codes back to the PDS to
release the call
• PDS Agent has a small footprint on the agent desktop
• PDS Agent runs on stand-alone PC or in a thin-client Citrix
environment
Agent Scripting
Simplified!