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Interactive Scripts in SAP CRM 2007


Business Drive

Usually there are many agents in an interaction center, and each person is unique.In some cases, the turnover of the interaction center agents are really high. When new comers join in, we should train them again and it takes time to learn the business processes. Use Interactive Script, we can make the agents' interactions with customers more consistent and efficient through step by step guidance, which in turn improve the quality of the customer interaction.

For example, depending on the business data, when a customer calls for inquiry of a new product or a discount campaign, related interactive can be activated with predefined questions and guided procedures. Agents can follow the script to gather data from the customer, and provide information to the customer.

Interactive Scripting

A function in the Interaction Center (IC) that allows managers to design step-by-step scripts and allows agents to execute these scripts whenever they need guidance during customer interactions.

Agents use these scripts to guide them through each step of a customer contact and enter the customer's responses in the script. The customer's response dictates the next step that the script displays. These steps may include questions with predefined answers, business transactions, Web documents, or other activities within the IC.

Rule Policies in Intent-Driven Interaction

Script can be invoked in Intent-Driven Interaction. Please visit Rule Policies in Intent-Driven Interaction for the predefined rule conditions and actions for Intent-Driven Interaction.

Interactive Script Editor

Interactive Script Editor is a Java Applet based application to create and manage the interactive scripts. Questions, answers, actions, translation, all can be done in one tool- Interactive Script Editor. This is totally new as the old scripting editor in SAP GUI for CRM 5.0 and below.

Live Demo in a reference customer: Interactive Script Editor in SAP CRM 2007
<Live Demo in a reference customer: Interactive Script Editor in SAP CRM 2007 >

Live Demo in a reference customer: Launch a Script in Intent-Driven Interaction
<Live Demo in a reference customer: Launch a Script in Intent-Driven Interaction>

CY Consulting is skilled in Interactive Scripting to improve your Interaction Center process consistency, efficiency, productivity and intelligence.

Last Updated@September 2008

 
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