Agent Guidance Scripts

Cisco Finesse Gadget for Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Create questionnaires and call scripts for call center agents with Agent Guidance. Information entered by call center agents is retrievable in CUIC reports.

Automatically activate the right script depending on the call type or campaign name.

Use the agent call scripting module of CIM (Customer Interaction Management) to create questionnaires and call guides for contact center agents in the form of Finesse Gadgets. Information entered by call center agents is retrievable in CUIC reports.

Agent scripts can be edited on the fly by a supervisor. They are frequently used in call centers for purposes such as to train new resources in handling certain types of queries, to record customer feedback during planned outbound campaigns. Automatically activate the right script depending on the call type. Using Agent guidance scripts helps in saving training time, thus, operational costs and in minimizing call handling times.

“Agent Guidance” described here manages the content of a conversation.

All modules of CIM work seamlessly together and exchange the same notion of “customer”.

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Finesse Gadget: Agent Talking Scripts

Cisco Finesse Gadget that guides agents through a customer conversation and gives agents talking scripts to continue smooth customer conversation and get most information out of it.

Such call scripts, forms and conversation guides set up a workflow for call center agents to ask a certain set of questions and gather customer information/feedback during calls.

This ensures a consistent customer experience is always delivered for scripted/defined use cases.

With a future version, the module will also become a part of CIM (Customer Interaction Management), where it's RESTful API's would make conversation results available to other applications. You can use results from a guided conversation, for example, to trigger a follow-up workflow or an outbound call.

Administration Interface

Contact Center managers can create a form as a call script (to be followed sequentially, step-by-step by agents during calls) or as a plain template form (to record customer answers). These scripts are then linked either to a Dialed Number (DN)/ queue OR to an outbound campaign to be followed in outbound calls. Users can create the following types of fields or questions in a form or during scripting:

Combo/ Dropdown
Short answer text
Multiple choice
Checkbox
Linear Scale or Range

Benefits

Create customized forms to address your business needs on the fly without involving IT Staff
Design several forms/ scripts for handling different types of calls such as sales inquiries, billing complaints, outbound campaigns/ surveys
Integrate with the CRM of your choice
Save time in training the new staff with the use of ready-made questionnaires
Bring more efficiency in call handling with reduced waiting times and minimized call transfers

Common Use Cases

Sales call scripts and Prospecting scripts for outbound sales call campaigns and marketing activities
High volumes of standardized interactions with low training requirements
Retention calls
Survey calls or Computer-aided-telephonic-interviews
Cold calling scripts for telesales and telemarketing