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

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.

June 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Functionality

3.0

June 2018

Quick, efficient, great training tool. Downside is it can be sometime glitch y.

Compliance is 100% improved from this time last time. There is another huge bonus in that it has reduced the time required for our team members to understand and use the script. However there are numerous communication issues it has with salesforce that create major issues in the pitch and flow. These mistakes while easy for me to identify are not easy for team members to fix.

Pros

Ease of use for team members. Great scripting tool for compliance. Greatly reduces on boarding time.

Cons

It can be glitchy and screens can lock. Not frequent but creates disruptions for team members.

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

Brooke from Medtronic

Verified Reviewer

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

June 2018

Zingtree was just what we needed for our call center to troubleshoot!

Easy to use, easily customizable, great for new hires and scripting alike!

Pros

Great for new hire training as well as existing employees scripting! Zingtree has added many new features and functionality upgrades over the past year that have made wonderful improvements.

Cons

Sometimes it takes a while to get someone to respond when you submit a question or enhancement request through customer service or tech support but they always to respond and help out as they are able!

June 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

June 2018

It is pretty easy to use and customize.

Pros

Made my life easier in terms of conveying directions to end user. Very user-friendly for both end user and development. The interface is relatively easy to navigate and has tons of application in our line of work.

Cons

As the product is easy to use. The interface is not really complicated and pretty straightforward. And based on what Ian using the product for, I have nothing negative to say about the product.