Finding software can be overwhelming. Software Advice has helped dozens of companies choose the right scripting software to improve call center interactions and results.

Showing 1-20 of 67 products

Five9 Cloud Contact Center

Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers world-wide.  Powered by Practical AI, Five9 enables agents to provide customer experiences across phone, email, chat,... Read more

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Recent recommendations: 11 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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PureCloud

PureCloud by Genesys is an on-premise and cloud-based call center solution for businesses of any size and industry. Key modules include Automatic Call Distribution, Interactive Voice Response, Computer Telephony Integration, Auto Dialer,... Read more

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Recent recommendations: 10 recommendations

Platforms: MacWinLinux
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eTollFree

eTollFree Predictive Dialer is an integrated cloud-based call center solution for businesses of all sizes. It works as both outbound and inbound call center software with interactive voice response built in. The customizable campaign... Read more

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Recent recommendations: 10 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Fenero

Fenero is a cloud-based contact center solution for sales and customer service teams covering email, phone and live chats. Key features include inbound, outbound and blended campaigns, call routing, interactive voice response (IVR),... Read more

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Recent recommendations: 8 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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NICE inContact Cloud Contact Center

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests... Read more

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Noble Enterprise

Noble Enterprise is a call center management solution suitable for businesses of all sizes. Key features include inbound, outbound and blended contact management, predictive dialing, skills-based call routing, digital recording and... Read more

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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KOOKOO

KOOKOO CloudAgent is a cloud contact center solution that works both standalone or blended with your existing trunk/legacy solution. Advanced tools enable intelligent call routing, inbound lead management, abandoned call management,... Read more

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Recent recommendations: 6 recommendations

Platforms: MacWinLinux
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Enghouse Interactive Contact Center

Enghouse Interactive is a contact center solution designed for midsize and large companies. It offers multi-channel contact management, an operator attendant console, interactive voice response (IVR), call recording and quality assessment... Read more

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Recent recommendations: 4 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Nextiva VoIP

Nextiva's Business VoIP solutions offer telephony services for small businesses with functionality that eliminates the need for a traditional phone system. The packages include VoIP phone systems, scalable PBX trunks, online faxing... Read more

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Recent recommendations: 3 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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ChaseData Call Center

ChaseData Call Center software offers cloud-based, standalone call center functionality with customer service and support built into the solution. It’s designed for outbound, inbound and blended call center teams. Dialing capabilities... Read more

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Recent recommendations: 3 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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RingCentral Contact Center

Cloud communications provider RingCentral has expanded into the Call Center space with their Contact Center solution. The integrated suite powered by inContact offers Automatic Call Distribution, Interactive Voice Response, CTI, Auto... Read more

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Recent recommendations: 2 recommendations

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Twilio Flex

Twilio Flex is a fully programmable cloud-based contact center platform that gives businesses complete control of their contact center experience. With Twilio Flex, companies can deploy an omnichannel contact center platform and customize... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
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Sales Sling

Sales Sling’s cloud-based call center software offers the latest technology in dialing systems in an easy to use dashboard that requires little training to get up and running. With each license, you get more than just a dialer. You... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
Deployments: Cloud, On premise
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Cloud Contact Center

Cloud Contact Center, by Telax Voice Solutions, is a call center management solution designed for SMB companies in various industries. Government agencies, retail, energy, healthcare, insurance, professional services, engineering,... Read more

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Recent recommendations: 2 recommendations

Platforms: MacWinLinux
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Sharpen

Sharpen’s cloud-native platform is a SaaS contact center solution for midsize to large enterprise businesses. As an all-in-one solution, the platform provides businesses the ability to communicate with customers by SMS, MMS, live... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
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XenCALL Predictive Dialer CRM

XenCALL is a cloud-based call center solution for companies of all sizes in a variety of industries. Key features include automatic call distribution, interactive voice response, auto dialing, scheduling, performance analytics and... Read more

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Recent recommendations: 1 recommendations

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CenturionCARES Call Center

CARES (Communication and Relationship Engagement Solution) from Centurion is an integrated call center solution suitable for small and large enterprises looking for automatic call distribution (ACD), QA recording, outbound notification,... Read more

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Recent recommendations: 1 recommendations

Platforms: MacWinLinux
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Aspect Unified IP

Aspect Unified IP is a call center management solution designed for inbound and outbound call centers of all sizes. Key features include automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration... Read more

Platforms: MacWinLinux
Deployments: On premise
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NewVoiceMedia Cloud Contact Center

NewVoiceMedia’s tight integration with Salesforce is reflected in its AppExchange 5-star rating and the large number of positive reviews. The solution is designed to work in tandem with Salesforce capabilities and data to deliver... Read more

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Buyer's guide


Last Updated: March 13, 2019

For many companies, call centers are where the rubber meets the road. They're where corporate strategies get tested between agent and customer on a chessboard of human emotion. They're where sales are won and lost and where customers get to hear the real voice of a company, including all of the good, the bad and the ugly.

The bottom line is that call centers—specifically the agents within them—present the company's face to the public and do so at many of the most important points along the customer journey. Despite extensive training, monitoring and coaching, agents can still slip up when faced with a good question, a bad situation or an ugly customer.

Call center scripting software is an inexpensive, scalable solution to many of these problems. This Buyer's Guide will help you better understand and evaluate call center scripting software. In it we cover:

What Is Call Center Scripting Software?
Common Features of Call Center Scripting Software
Benefits and Potential Issues

What Is Call Center Scripting Software?

Call center scripting software is software that provides written prompts to call center agents, telling them what to say and when to say it. It can provide basic prompts based on general questions and answers, specific statements to repeat verbatim or some combination of the two. Most call center scripting software allows for a high degree of customization.

Scripted agent prompts and interface in the NICE inContact call center solutionScripted agent prompts and interface in the NICE inContact call center solution

Scripted agent prompts and interface in the NICE inContact call center solution

The most basic call center scripting applications simply refresh the same script at the beginning of each call. More advanced offerings can select in real time from a library of prewritten lines, dynamically changing the agent's script based on voice recognition of the call's content. The most advanced offerings can even factor in the caller's emotional state, using artificial intelligence (AI) to listen for impatience, frustration and anger, then dynamically change the script as the situation requires.

Call center scripting software can be installed on-premise—on a local server that connects to each agent's workstation—or deployed from the cloud as Software-as-a-Service (SaaS). It's available as a stand-alone tool or can come as part of a call center platform or even a small business phone solution.

Common Features of Call Center Scripting Software

Call center scripting software offers a variety of tools and applications designed to improve both call outcomes and call center management. Various solutions may offer some or all of the following features and applications. As always, buyers are encouraged to carefully research their options before making a purchase decision.

Drag-and-drop script builder Provides a graphical interface to help design complex, multivariate and branching scripts. Script designers can add to scripts by simply dragging and dropping new question or answer options and can follow the logical flow of a call at a glance.
CTI integrations Computer-telephone integration (CTI) is basic call center functionality that lets agents manage (place, receive, transfer) calls directly from their workstations and helps ensure on-screen scripting prompts stay in sync with each call.
Software integrations Call center scripting software can integrate with other back-end platforms—your CRM for example—to suggest particular scripts for particular customers, helping tailor customer experiences to individual customers.
Pause, resume and transfer These functions help maintain continuity when a call is paused, resumed or transferred between agents. When a customer calls back (or is transferred) the script resumes where it left off, rather than infuriate the customer by always starting from the top.
Script library Provides a selection of commonly used scripted interactions. Rather than repeatedly entering, for example, a call-conclusion dialogue, script designers can just choose from a list of previously written script dialogues.
Analytics Connects the dots between individual scripts and call outcomes. They can show, for example, which scripts lead to the fastest resolutions or the highest customer satisfaction scores.

Benefits and Potential Issues

Implementing call center scripting software can bring many benefits, including:

  • Improved KPIs and metrics. By arming agents with information while a call is underway, agents can perform better across a wide range of call center metrics. Average time to resolution, tier one resolution and customer satisfaction scores can all be improved by implementing call center scripting software.
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  • Faster onboarding and agent training. New agents can be brought up to speed more quickly and start handling more calls sooner when they have a call center scripting solution to rely on. Call centers use scripts to allow for easier and lower risk on-the-job training.
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  • Stricter regulatory compliance. Call center scripting software provides additional reassurance that agents are following guidelines when discussing sensitive information. This is an important selling point for call centers that work in regulated fields, such as insurance, finance and health care.
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  • Better, more consistent customer experiences. Scripting software helps agents handle each call within prescribed guidelines, ensuring the company provides a consistent experience across all calls and between different agents.

Most agree that these benefits greatly outweigh the potential issues of using call center scripting software. Nevertheless, there's one potential issue that should be noted. Namely, agents should never sound like they're reading directly from a script.

Does it improve your call experience when the customer service agent
doesn't sound like they're reading from a script?

 

Survey: What Customers Really Think About Your Call Center Script

Source: "Survey: What Customers Really Think About Your Call Center Script"

It's important to note that consumers prefer it if agents don't sound like they're reading from a script. In other words, there's nothing wrong with having agents use scripts. The problems arise when agents sound monotonous and robotic—when they sound like they're reading from a script and nothing more.

Keep in mind that this problem is easily overcome with proper training. Agents should be trained until they're familiar enough with the content of scripts that, when on actual calls, they don't need to read each one word-for-word. While call center scripting solutions can be a huge benefit to operations and to the customer experience, they need to be implemented intelligently and not seen as a "set it and forget it" solution.