Replacement Scripting Solution for IW8 and Genesys Agent Desktop (GAD)
CallScripter replaces Genesys Agent Scripter as the integrated scripting solution for
Interaction Workspace (IW8) and is an alternative for GAD (General Availability May '11 for both)
Genesys Interaction Workspace is a smart-client application that provides agents and knowledge workers with non-intrusive access to the
information, processes and applications they need. Interaction Workspace makes efficient use of desktop real estate by providing a set of
Custom Drawers that can be opened as required to give instant access to the required application. CallScripter
is now integrated into the live call interaction section of the Interaction Workspace, sitting inside its own Custom Drawer. This drawer
automatically opens when an interaction is delivered to the agent, giving the agent instant access to the CallScripter
system. The workspace command structure may be utilised from within the Custom Drawer via the command manager interface allowing
CallScripter to call commands and customise the execution.
CallScripter enables the person building the interaction flow path (the script designer) to create a script
that caters for the customer’s needs, wants and requirements, simply and easily. The script pages can contain many different items and data
sources that help the agent perform their task efficiently and effectively.
Highlights
- CallScripter’s best of breed scripting solution is now integrated within IW8
- Fully integrated into Interaction Workspace using only Platform SDK tool-kit
- No additional Genesys run-time license costs incurred
- Available for Genesys Agent Desktop (GAD Version 7.6)
- Highly configurable scripting tool
- Multi-lingual
- Provides significant and rapid ROI
- Reducing average call handling times (AHT)
- Reduced agent training times
- Ensures business compliance
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