About Zingtree Agent Scripting

Zingtree Agent Scripting is a cloud-based call center scripting solution for call centers in all industries. Users can create, deploy and analyze agent scripts.

Scripts can be created using a visual designer or copied from an existing script library and customized. Zingtree saves the last screen and history of each session, so if a call is transferred between agents, the new agent can take over where the previous agent left off.

Agent interactions are tracked and saved as transcripts. Users can view sessions for individual agents, generate performance summaries and assess where scripts could be improved. Scripts can be added to existing sites or hosted by Zingtree. The solution integrates with various customer relationship management (CRM) systems, as...


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Supported Operating System(s):

Mac OS, Linux, Web browser (OS agnostic), Windows 10

94 Reviews of Zingtree Agent Scripting

Average User Ratings

Overall

4.43 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.0

Ratings Snapshot

5 stars

(49)

49

4 stars

(37)

37

3 stars

(7)

7

2 stars

(1)

1

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 94 results

June 2018

Doug from Ricoh USA, Inc.

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2018

Positive from every perspective!

Pros

Platform is EXTREAMLY simple to design, implement, manage and scale. In the rare case we had a question, the support team responded very quickly to provide assistance. The team is also very eager to help solve new business problems by adding new functionality to the platform. We are designing new trees across our organization to drive processes optimization.

Cons

Honestly, cannot think of one. Each time I `think that feature would be nice to have, the team points me to the solution.

June 2018

Deanna from Starry, Inc.

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

2.0

Customer support

5.0

Functionality

5.0

June 2018

Good end user experience, bad backend experience

The ZenDesk integration is key.

Pros

The end product is easy for our agents to use. Looks nice and functions well. We chose Zingtree above other platforms because of its integration with ZenDesk. Great customer support too!

Cons

The UI for building the decision tree leaves a lot to be desired. There needs to be a blend between the Thumbnails View and the Simple View on the Overview part of the site when you are in the backend. I need to be able to see all of the text that is on the Node (which is shown in the Thumbnail View) and where each of the nodes links to (which is only shown in the simple view). It makes no sense and I have to switch back and forth between the two constantly. The Virtual Designer is also TERRIBLE and I had to write out each of the nodes on sticky notes on my wall to make any sense of this thing after it got to a certain size. There is also the issue of the history of the decision tree in the ZenDesk integration. It only records the answers and not the questions so it's basically USELESS for the next agent who looks at the ticket. It would also be great to be able to automatically input the history as an internal note in ZD. The pricing for the customer-facing decision is so cost prohibitive that we scrapped the idea altogether. Pay per click does not work.

Response from Zingtree

Replied July 2018

Hi Deanna - We've posted a major update to Designer since you wrote your review. It's a lot easier now to manage your trees in this tool. Also - the Zendesk agent app does indeed display questions and answers.See the summary of the Zendesk app (and the History view screenshot) on this page: https://zingtree.com/faq.php?start_node=26&start_tree=141123244000 We're continuing to improve Zingtree based upon our customer's feedback, and in general your comments are really helpful. Bill

June 2018

Fran from NPO

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

June 2018

Very easy to set up and edit

Pros

I liked the easy set-up, it did not take a lot of time before we had a base version running. Editing is done on the spot with no fuss. Nice clean design (finished product).

Cons

Editing mode can be a bit cleaner graphic wise. The editing itself is easy once you know how. I do think that the editing menu can be improved. More templates would be a nice addition

Response from Zingtree

Replied June 2018

Hi Fran - Thanks for the review. If you have any specific suggestions on how to improve editing, we'd love to hear them. Just about all of our product updates are customer driven. Please reach out to me at bill@zingtree.com if you'd like to share your ideas. Thanks, Bill Dettering Zingtree https://zingtree.com

June 2018

Emanuela from Turo

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

June 2018

Very helpful tool to ensure consistency across customer experience

consistency of our users verification process which was previously completely based on tribal knowledge

Pros

guides agents to make the correct decision, consistent customer experience, enforces processes and policies

Cons

1. not very clear reporting 2. would love to be able to customize more what agents see 3. would be great to be able to have different trees for different teams instead of having to create a tree of the trees for agents to select the right path depending on their role

June 2018

Yogesh from IDeaS Revenue Solutions

Verified Reviewer

Company Size: 201-500 employees

Industry: Hospitality

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2018

Love it! Use to create comprehensive trees to assist support teams

Execution Accuracy. Operational Efficiency Improved resource utilisation Improved experience for our support teams.

Pros

ease of creating content integration with Wordpress - which hosts our knowledge base. Extremely professional Technical support . support team come back to me in few hours not days. Seamless purchase I recommended a feature and they had the technology but they hardened it very quickly. So Webhooks is a great addition.

Cons

cost. could be more economical. If your tree is very complex with hundreds and thousands of moving pieces - you've to build your trees 'outside' of zingtree . I use workflowy instead and then circle my way back to Zingtree.