Zingtree Agent Scripting Software


 

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 well as Salesforce and Freshdesk. A separate application is offered for Zendesk.

Support is available through an online portal. Pricing is based on agents and authors, with monthly and yearly plans offered.

 

Zingtree Agent Scripting - Scripting wizard
 
  • Zingtree Agent Scripting - Scripting wizard
    Scripting wizard
  • Zingtree Agent Scripting - Script overview
    Script overview
  • Zingtree Agent Scripting - Reports and analytics
    Reports and analytics
  • Zingtree Agent Scripting - Manage script tree
    Manage script tree
  • Zingtree Agent Scripting - Designer
    Designer
Supported Operating System(s):
Mac OS, Linux, Web browser (OS agnostic), Windows 10

84 Reviews of Zingtree Agent Scripting

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Julia from University

July 2018

July 2018

Easy to use and helpful for school

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This is a user friendly software that I can use to create a decision tree for my masters thesis. I have been able to manipulate individual trees into a master tree to include 15 different questionnaires within one tree.

Pros

Wizard is so helpful when creating a long decision tree. I like how it prompts you for each question so you can plan out the entire tree.

Cons

It is difficult to insert extra node within a complete decision tree. It often times throws off the entire flow of the tree.

Review Source: Capterra
 

Deanna from Starry, Inc.

June 2018

June 2018

Good end user experience, bad backend experience

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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.

Review Source: Capterra
 

Alexis from U.S. Boiler Company
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Zingtree was the perfect solution for an interactive troubleshooting walkthrough tool.

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Pros

Zingtree's backend interface is extremely intuitive and user friendly. U.S. Boiler has been able to easily and accurately create troubleshooting walkthroughs for U.S. Boiler products. These walkthroughs are utilized by our customer base. The troubleshooting scenarios are easy to update and allow us to embed videos and imagery to better demonstrate how to solve certain issues.

Cons

The only issue I've experienced with Zingtree is the sizing of imagery. My images were not responsive to mobile devices. However, I did reach out to a representative of Zingtree and my problem was promptly resolved.

Review Source: Capterra
 

Regina from DGL

June 2018

June 2018

The setup and support has been great.

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Pros

Makes things really easy for our customers as it allows all of the information to be in one place and integrate together

Cons

I have not had a negative experience so far. Even when I ran into issues the support team was able to help us quickly

Review Source: Capterra
 

Franceleen from Facilities Services
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

June 2018

June 2018

So so..

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Readily available packages

Pros

If you are IT savvy, you will be able to figure it out yourself. There are various features and you can also use your own custom CSS markup

Cons

People with less IT experience are not able to figure it out easily. My colleague has asked the question on custom CSS but she was just pointed to FAQ.

Review Source: Capterra
 

Mathieu from EXFO Inc.
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Excellent support from the Zingtree team.

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easy interface for operator

Pros

The interface is very easy to use and make trees that are very easy to use by operator. The GUI is simple and it is easy to move inside the trees.

Cons

When we have too much nodes, could be easy to get lost. It might be cool to have more editors for the plan we have.

Review Source: Capterra
 

Richard from Marketing iQ Limited
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

An elegant and functional solution fro my clients

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It provided an elegant, functional and fast to implement solution

Pros

There are many ways to view your decision trees to assist in building them, also the ability to embed in a web-page and match the look and feel is great.

Cons

In some of my trees I have hyperlinks, recently I had to change them. It was a slow and tedious process, there didn't seem to be a replace function for hyperlinks.

Review Source: Capterra
 

Ena from PWN Health

June 2018

June 2018

Great Support Team behind the product, really listens to users

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one of the only softwares out there to help our situation, and overall great product

Pros

The support team was extremely adaptable. When a feature was removed that our business finds imperative, they worked with us to provide the solution we needed.

Cons

There was some lag time in re-instituting the change, however it was not beyond the normal development timeframe.

Review Source: Capterra
 

Chad from Young Insurance

June 2018

June 2018

interesting product poor service and pricing

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Pros

easy to use, great features, was able to set some basics up in minutes then a full tree that the team could use in a few hours

Cons

customer support is poor, it is either very slow or totally non responsive they also have very odd pricing that changed without warning making it unaffordable

Review Source: Capterra
 

Gadi from Vidyo, Inc.

June 2018

June 2018

pretty good experience, friendly support - open to hearing about feature requests.

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Pros

troubleshooting tool for customers on our help center which allows the customer to understand if they have a hardware issue and what to do with it.

Cons

We were hoping for more ticket workflow enforcement for the agent side in Zendesk. Need to implement a procedural workflow to guide/restrict agents on how to work a ticket.

Review Source: Capterra
 

Eric from Gazella Wifi

June 2018

June 2018

Very simple to use

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Pros

quick set up and did everything it said it would do and more! So many use cases that this product is good for.

Cons

I don't like the pricing model. I would rather pay flat fee and know exactly what I am getting. I would like to encourage our team to use it more, but I am charged the more they use it. I completely understand as this is a standard pricing model for SAAS.

Review Source: Capterra
 

Christine from TenantMagic

June 2018

June 2018

Challenging at first but after a couple of days it become easy.

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Pros

I like that it is easy to use when you actually start using it and you are up and running.
I also like the fact that the interface of the tree when it is done looks amazing, and that you can change colors and themes easy.

Cons

I don't like that I cannot download the tree as a pdf or high quality picture. When I download it now, it looks bad and when I tried to zoom in on the tree it gets all blurry.
It is also pretty hard to rearrange the tree once you start out, because if you have a complex tree it is hard to follow, especially since you cannot print it.

Review Source: Capterra
 

Cassie from Northland Communications

June 2018

June 2018

Zingtree has helped our agents improve efficiency by having service steps at their fingertips.

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Pros

Zing tree is easy to use for both our agents and our admins. We like that we can tie together smaller trees and provide a robust support system for our agents.

Cons

Sometimes the menu structures are a little bit clunky and can make the build a little confusing on trees that have many options.

Review Source: Capterra
 

Kimberly from TriWest

June 2018

June 2018

Zingtree is very easy to use. I would like more dynamics.

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Pros

The application is easy to use overall. I prefer to build my trees freehanded rather than using the pre-defined templates.

Cons

I would like to see more style options; choices other than just panels or buttons and more font selections would be nice.

Review Source: Capterra
 

Sabriena from Fluent Home
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Great experience! It's super affordable and works great!

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Pros

I like that it is super customizable. I can make it look like pretty much anything and can tweak it to fit my different departments.

Cons

It's super tedious to edit when you get tons of nodes. It's complicated to update and find one thing if your tree is massive.

Review Source: Capterra
 

Doug from Ricoh USA, Inc.

June 2018

June 2018

Positive from every perspective!

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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.

Review Source: Capterra
 

Brian from Skip-Line, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

ZIngtree does what we need it to and we like it

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We hope to have an end user self-service website.

Pros

Clean UI and the end user experience is really nice. It's easy to get started, and there seems to be a lot of support documentation.

Cons

I can't throw anyone on the project, the people I've tried to get to take over building support trees get overwhelmed. It seems like we have to switch between views a lot.

Review Source: Capterra
 

Morgan from Fluent

June 2018

June 2018

Team is really available to help and they are knowledgeable about their own system and integration

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Pros

It's easy to use. As stated above, the customer support is helpful when setting up your trees. The system overall isn't bad.

Cons

Its hard to make anything look professional without custom html and css. Maybe add more customization or drag and drop capabilities for customers with less technical background

Review Source: Capterra
 

tracy from Apogee Telecom
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Used Zingtree to aid temp workers during a busy time of the year

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Helped during the busy part of the year when we had a lot of brand new people

Pros

It is great for people who know how to follow flow charts.
Nice user interface! The flexibility in creation of flow charts is very nice.
Good for an environment with many users

Cons

If the steps are not written out clearly, it is easy for new employees to get lost. Note really a problem in zingtree, but rather a user error ;)

Review Source: Capterra
 


June 2018

June 2018

Responsive vendor, industry standards, some integration hiccups

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Scalability, ease of editing frequently changing processes, and granular data capture lost with previous solution.

Pros

Easy to use and understand, train new authors on, make accessible to our agents, etc. Scalable, nice UI, good data gathering, and thus far no downtime at all.

Cons

Sometimes user innovation is stiffled by an approach to Zendesk integration that is rather rigid. For example, surfacing different categories of decision trees required a simple but customer implementation for me team. Also, some bugs have taken a very long time to mitigate in our implementation and team at Zingtree doesn't have a secure approach for resolving this short of access to our implementation

Review Source: Capterra
 
 
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