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Call Center Scripting Software


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Five9 Cloud Contact Center logo
 
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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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
 
NICE inContact Cloud Contact Center logo
 
NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
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NICE inContact is a SaaS-based call center software that helps businesses to maximizes the quality of leads and minimizes the cost of client interaction. The solution comprises of many features required to process inbound support requests... Read More
 
Ytel Contact Center logo
 
Ytel Contact Center is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications. The solution offers features including... Read More
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Ytel Contact Center is a cloud-based integrated marketing suite that caters to SMB call centers and businesses with dedicated phone support teams, helping them manage multi-channel communications. The solution offers features including... Read More
 
RingCentral Contact Center logo
 
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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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
 
ChaseData Call Center logo
 
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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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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Cloud Contact Center logo
 
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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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
 
Noble Enterprise logo
 
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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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
 
Zendesk logo
 
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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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
 
Nextiva VoIP logo
 
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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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
 
Sharpen logo
 
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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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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PureCloud logo
 
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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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
 
CallShaper logo
 
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 create... Read More
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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 create... Read More
 
XenCALL Predictive Dialer CRM logo
 
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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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
 
FluentStream Call Center logo
 
FluentStream is a business phone solution designed for companies of all sizes. It offers call monitoring, telemarketing, IVR and reporting features within an integrated suite. The solution is available both in cloud-based and on-premise... Read More
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FluentStream is a business phone solution designed for companies of all sizes. It offers call monitoring, telemarketing, IVR and reporting features within an integrated suite. The solution is available both in cloud-based and on-premise... Read More
 
Aspect Via Customer Engagement Platform logo
 
Aspect Via Customer Engagement Platform is a web-based contact center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service, omnichannel... Read More
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Aspect Via Customer Engagement Platform is a web-based contact center suitable for organizations with 100 or more concurrent and named users. The system is a complete set of customer service capabilities including self-service, omnichannel... Read More

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PureConnect logo
 
Genesys PureConnect is a hybrid call center solution that provides users with various tools and functionalities, which help them to manage their business operations and communications from a single integrated platform. The solution... Read More
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Genesys PureConnect is a hybrid call center solution that provides users with various tools and functionalities, which help them to manage their business operations and communications from a single integrated platform. The solution... Read More
 
Aspect Unified IP logo
 
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
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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
 
Microsoft Dynamics 365 logo
 
Microsoft Dynamics 365 provides integrated solutions that allow businesses to track leads, automate field service, drive sales, and manage operations using enterprise-ready business apps from the cloud. The system’s business apps,... Read More
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Microsoft Dynamics 365 provides integrated solutions that allow businesses to track leads, automate field service, drive sales, and manage operations using enterprise-ready business apps from the cloud. The system’s business apps,... Read More
 
Jive Contact Center logo
 
Jive is a cloud-based contact center solution designed for companies of all sizes that helps users manage call queues and incoming customer calls. Features include interactive voice response (IVR), automatic call distribution (ACD)... Read More
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Jive is a cloud-based contact center solution designed for companies of all sizes that helps users manage call queues and incoming customer calls. Features include interactive voice response (IVR), automatic call distribution (ACD)... Read More
 
VICIdial logo
 
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
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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
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: May 31, 2018


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.

 

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