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Five9

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, emai...Read more about Five9

4.2 (462 reviews)

2 recommendations

CallShaper

CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring and tablet support. CallShaper enables users to...Read more about CallShaper

4.9 (17 reviews)

2 recommendations

Dialpad

Dialpad is an AI-powered cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony technology to keep teams connected and productive. The platform comprises three integrat...Read more about Dialpad

4.3 (521 reviews)

1 recommendations

CallTools

CallTools offers an advanced predictive dialer and inbound call center management solution that streamlines and optimizes call center operations. With list management tools that include list scrubbing, recycling, and export capabi...Read more about CallTools

4.8 (131 reviews)

1 recommendations

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Nextiva Contact Center

Create more powerful customer experiences while reducing cost and complexity so you can grow your customer relationships, empower your agents, and delight your customers. Serve customers where they are and when they want with tr...Read more about Nextiva Contact Center

4.5 (105 reviews)

1 recommendations

Dynamics 365

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on Sales, Field Service, Customer Service complete with strong integrations with Microsoft’s other Office 365 offer...Read more about Dynamics 365

NICE CXone

Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with...Read more about NICE CXone

Gong.io

Gong's Revenue Intelligence platform captures your customer interactions across phone, web conferencing, and email, understands what was said in these interactions, and delivers insights to help your team win more deals. Learn ho...Read more about Gong.io

CloudTalk

CloudTalk is a contact center management solution that enables businesses to streamline communications with teams and customers using virtual call systems. It allows executives to manage inbound/outbound calls, extract interaction...Read more about CloudTalk

VICIdial

VICIdial is an open-source, cloud-based contact center solution suitable for small to large call centers in a variety of industries. Key features include inbound and outbound calls, call routing, email integration, online chat and...Read more about VICIdial

Convoso

Convoso’s all-in-one contact center platform generates and converts leads faster using multiple communication channels. The cloud-based solution offers multiple dialing modes (predictive/power/preview) along with two-way texting, ...Read more about Convoso

Yonyx

Yonyx is a cloud-based solution designed to help call centers and customer service businesses create and manage interactive guides for technical support, telemarketing, lead qualification, compliance and other processes. The platf...Read more about Yonyx

Genesys Cloud CX

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any...Read more about Genesys Cloud CX

RingCentral Contact Center

RingCentral's leading cloud contact center offers skill-based routing, agent management, real-time insights, and more to empower your employees to deliver better customer experiences. With the right tools, your agents can meet you...Read more about RingCentral Contact Center

JustCall

JustCall is the All-in-One Business Communication Platform. Effortlessly connect with prospects and customers via voice, SMS, email, and WhatsApp. Automate tasks and streamline workflows with 100+ integrations and AI assistance, f...Read more about JustCall

PhoneBurner

PhoneBurner is an outbound dialer and call center solution that empowers agents to conduct wildly efficient yet highly personalized outreach, and engage up to 4x more contacts in live conversations. The system offers functionalit...Read more about PhoneBurner

DialedIn CCaaS

DialedIn (formerly ChaseData) 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 capabil...Read more about DialedIn CCaaS

VanillaSoft

VanillaSoft is a cloud-based sales management solution that combines features for CRM, lead management and telemarketing which helps sales teams in businesses manage their daily operations. VanillaSoft uses a queue-based sorting...Read more about VanillaSoft

TenFold

Tenfold is a computer-telephony integration (CTI) solution that integrates Salesforce and Microsoft Dynamics CRM with most major phone systems. Tenfold delivers CTI features like click-to-call, automatic call logging and call...Read more about TenFold

XCALLY

XCALLY is an on-premise and cloud-based contact center solution that handles multiple channels including voice, chat, SMS, email, fax and others. It caters to inbound, outbound and blended call centers of all sizes. Primary featur...Read more about XCALLY

Buyers Guide

Last Updated: March 16, 2023

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.

  • 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.

  • 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.

  • 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 .

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.