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Scripting

Our scripting software is designed to automatically detect call flow and determine scripting options based on an organization’s protocols. Call flow scripts help reduce operator errors and enhance the caller's experience with effective communications.
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Key Features

Support your agents

Give your operators tools to ensure each call is as stress-free as possible. Automatically guide your agents through calls and boost resolution time and productivity to help your operators be successful.

Reduce errors

Ensure accuracy and consistency with pre-programmed scripting. Call scripts can be updated in real-time organizational-wide to keep information and messaging current.

Automate dispatch

Remove the guesswork with dispatch. Automatically assign dispatch jobs to operators and connect callers with the best available staff member using contact-based architecture. 

Overview

Reduce operator error with automatic call-flow detection and scripted prompts

Pre-programmed scripts guide agents through calls to reduce errors and enhance the caller experience. Operators simply fill in the caller’s responses, and the script automatically navigates to the next appropriate question.

Call flow scripts also reduce training time because protocols can be built into navigation scripts to remove the guesswork involved in determining who is best suited to handle specific calls.

Call flow scripts

Create hundreds of unique scripts—no programming experience needed

Programming is easy to do – even for complex scripts. Staff with limited or no IS experience will effortlessly program scripts using our drag-and-drop scripting tool. After programming, the system automatically detects call flow and determines the scripting options for operators based on your protocols. Call center agents read the prompts and follow the script.

Color-coding helps agents instantly identify call types, and time-of-day and day-of-week messaging and dispatching ensures the correct navigation script and dispatch options are displayed.

Our contact center scripting software streamlines your enterprise-wide communications by:

  • Decreasing call handling errors by as much as 90%.
  • Reducing agent training time by 50% or more.
  • Customizing your unique call handling needs.
  • Delivering a fast ROI.
  • Improving efficiency and productivity for a better customer experience.
  • Consolidating processes.
  • Providing accurate information and detailed reporting analytics.
hospital contact centers

Provide better service, improve workflows, increase efficiency, and eliminate costly errors

Hospitals use scripting to efficiently guide agents through scripts to help patients and medical staff with appointments, physician referrals, prescription renewals, scheduling, emergencies, facility directions, taking messages for staff, and much more.

Call flow script is perfect for:

  • Main numbers
  • Code calls
  • On-call scheduling
  • Paging
  • Nurse triage
  • Physician referrals
  • Physician-to-physician referrals
  • Physician answering services

 

“I've seen some competitor products, and what I really love about Amtelco is the scripted piece allows you to do a lot of programming without actually needing to do much coding. So, it's a really good bridge between the individuals who want to build these advanced programs but do not have any IS skills."
Rossi Fraenkel, Business Analytics Team Lead
additional features

Streamline Mobile Workforces

Our guided scripts can also be used as web scripts. Staff and customers enter information using a script on your website without assistance. Scripts can connect to external systems using REST APIs to retrieve or post data.

Integrated Automation

Scripting can be used to automate the entire dispatch process, including retries, escalations, and confirmations. These scenarios can run automatically based on inbound triggers such as an e-mail message, text message, or page.

Predictive Intelligence

Predictive intelligence uses the ANI (automatic number identification) to recognize previous callers and predict the most likely reason they are calling. This eliminates operator keystrokes and simplifies interactions. Predictive intelligence learns with each call.

 

What our customers are saying
“Contact-based architecture has reduced our training time by 90%! Training time was reduced from a couple of weeks to a couple of days. Operator errors, especially in dispatching, have been virtually eliminated. The ability for each contact to be handled according to their individual status is a big improvement over general account information. We also like the automatic assignment of dispatch jobs to operators.”
Theran Mossholder, Owner
New Town Answering Service
“The difference with Amtelco’s scripting solution is that you put all the programming and decision-making on the backside so that an operator can be hired and, within 12 hours they're taking calls.”
Holly Ritchison, Former Communications Manager
Children’s Hospital and Medical Center in Omaha, NE