Definicja interactive scripting

A function in the Interaction Center that allows managers to design step-by-step, campaign-specific scripts, and allows agents to execute these scripts whenever they need guidance during customer interactions.

Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the Interaction Center (IC).

Interactive scripting makes agents' interactions with customers more consistent, which in turn improves the quality of a company's customer interactions.