Browser-based agent scripting application is compatible with key Avaya contact center solutions
Helps businesses increase agent productivity, enhance quality and ensure compliance whilst simultaneously improving the experience for customers and agents alike
IPSWICH, United Kingdom - CallScripter, a leading contact centre scripting software solutions provider, today announced that its browser-based agent scripting application, CallScripter Release 4.5, is compliant with key contact center solutions from Avaya, a global provider of business collaboration and communication software and services.
The CallScripter application helps businesses increase agent productivity and reduce average handling time. It provides the agent with an interactive script infrastructure that caters to the caller's needs, wants and requirements. The workflow model and scripts are built to empower the agent with knowledge and data sources in order to perform tasks efficiently and successfully. The application is now compliance-tested by Avaya for compatibility with: Avaya Aura® Communication Manager 6.2, Avaya Proactive Contact 5.1 and Avaya Programmable Gateway 230 Release 15.3.1.
"We are delighted to have completed this important compliance milestone, which demonstrates our commitment to add value and functionality to Avaya's products by achieving interoperability with Avaya Proactive Contact 5.1," said David Everett, Divisional Managing Director, CallScripter. "Avaya's customers can now benefit from a browser-based agent scripting application that provides them with all the features needed to equip agents with the tools to drive a quality service to customers."
CallScripter is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network.
As a Technology Partner, CallScripter is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.
"Technology partners like CallScripter are helping Avaya enhance their solution offering to drive customer service excellence," said Eric Rossman, vice president, Developer Relations, Avaya. "CallScripter's application helps companies simplify complex agent scripting, driving efficiency and consistence to their business processes."
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
About CallScripter CallScripter is the market leading contact centre scripting software solution internationally, designed to maximise contact centre productivity whilst improving agent and business efficiency. With over a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe.
CallScripter are a brand of IPPlus plc, the AIM listed business services organisation, whose interests include software and outsourced contact centres. The CallScripter headquarters are based in Ipswich, UK with regional partners worldwide. For more information visit www.callscripter.com
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