Service Overview
iScript is a powerful tool that allows companies (especially third-party telephony services providers) to respond quickly and effectively to the highly demanding, frequently changing, customer needs. With iScript, users can easily create, design, test (with MMIP simulator), and implement simple or complex multi-channel business communication applications. A user-friendly program, inexperienced, non-technical users can be trained within hours and become qualified designers, while experienced designers gain more insight and can immediately become iScript experts. Script modifications or new call flow designs can be tested in the MMIP simulator or implemented into a live environment at any time, even while MMIP is running. What traditionally required costly outsourcing or high-priced consultants can now be done easily by the client. What once took months to implement can now be done in days. What once took days to accomplish can now be done in hours.
When telephone calls, facsimiles, or internet interactions reach the contact center, call flows created by iScript will take care of its corresponding services.
Simple call flows perform conditional routing based on media type, caller input, and caller ID. Advanced workflows include facsimile conditional routing, updating databases, Automatic Speech Recognition (ASR), and call logging. iScript consists of different actions depicted in a graphical module. Each action is represented by an icon that can be selected and dropped into a work browse window.
Double-click on the module to display a properties sheet. These fields define the details of the actions that will be taken.
Some examples of actions are: play audio message, get caller input, compare data, and transfer to an agent.
Call flows can be saved for re-use, imported and exported, thus reducing development time.
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