Forms & ScriptsCisco Unified Contact Center Express (UCCX), Enterprise (UCCE) or PCCE
Forms & Scripts tool enables contact center managers to build intelligent call scripts or forms to be popped up during in/outbound calls on the agent desktop. These forms can either be step-by-step guides, questionnaires or a plain form containing information for contact center agents to guide them during the call. Agents can ask questions reading the script or record customer feedback in the form during the call.
This helps in delivering a more effective and consistent customer experience.