Has Agent Scripting Has Agent Scripting Got You Got You

FRUSTRATED?FRUSTRATED?

Agent Scripting Agent Scripting Simplified!Simplified!

• About Amtelco

• Amtelco and Avaya

•Overview of eCreator

• Benefits of eCreator

• Integration with Avaya Predictive Dialing System

AgendaAgenda

• Amtelco is a privately held company serving the call center industry since 1975.

• Amtelco is innovative and aggressive, holding more than 15 U.S. and international patents.

• Amtelco equipment is in operation in all 50 of the United States and in more than 20 foreign countries.

• Amtelco has about 1500 customers and 100 eCreator sites installed in the US and worldwide.

• Amtelco customers include call centers, equipment developers, telephone companies, major universities, corporations, TAS, paging companies, health care institutions, and executive suites.

Company OverviewCompany Overview

• Amtelco is proud to be a member of Avaya’s global DeveloperConnection Program (DevConnect).

• DevConnect ensures that Avaya customers receive complete, open-standards-based, next generation, convergent applications and communications systems.

• Members’ products are compliance tested per stringent guidelines to ensure reliable interoperability with Avaya products.

• Amtelco’s eCreator product is a browser-based scripting tool that has been compliance tested on Avaya’s Predictive Dialing System (PDS).

Avaya and AmtelcoAvaya and Amtelco

Amtelco’s eCreator is the first browser-based scripting and campaign management tool

specifically designed to meet the needs of blended call

centers. eCreator lets users create agent scripts and

interactive web pages quickly and easily using simple drag-and-drop design techniques.

eCreator Agent ScriptingeCreator Agent Scripting

• eCreator streamlines the process of creating sophisticated agent scripts and dramatically reduces the time and labor required for script development.

• eCreator includes powerful system management tools that enable a call center to build and manage scripts that meet all your customer demands while providing the back-end reporting and CRM information call centers need.

• eCreator runs on a Windows Server, and can reside either on a company’s intranet, or scripts can be published on the Internet for customer self-service.

• eCreator is completely scalable to meet the needs of any contact center, regardless of size.

• eCreator is Amtelco’s third-generation scripting product.

What is eCreator?What is eCreator?

eCreator FeatureseCreator Features

• Browser-Based User Interface• Inbound and Outbound Contact Management• Real Time Data Access• Palette of Predefined Response Elements• Drag-and-Drop Script Creation• Data Validation Capabilities• Logical Branch Scripting• Graphical Presentation of Script Navigation• Multiple Database Connectivity• Robust Reporting Capability• Automatic HTML Code Generation• Unlimited Number of Custom Scripts and Applications• Pre-Defined Applications Available• On-Line Credit Card Processing

eCreator BenefitseCreator Benefits

• Simple to use, intuitive user interfaces require minimal learning curve.

• Dramatically reduces time and effort required to create and/or change scripts - programmer-level skills NOT required.

• Increases quality of customer interaction by ensuring consistency of call flow, regardless of call type or agent’s experience level.

• Enhances customer satisfaction and retention.

• Improves agent productivity & reduces agent training time.

• Eliminates geographical restrictions – eCreator can support multiple call center sites, branch offices, and remote agents.

eCreator has five components:

• eCreator Server/Engine

• ODBC Database Integration

• eCreator Supervisor

• eCreator Reporting

• eCreator PDS Agent

eCreator ComponentseCreator Components

eCreator ComponentseCreator Components

The eCreator Engine:

• All scripts and campaigns are created and stored on the eCreator Engine. The Engine provides a response cache for data entered during a transaction, HTML rendering capabilities for generating web pages, and database connectivity.

ODBC Database Integration:

• eCreator is designed to interface with all industry-standard databases to perform sophisticated lookups and updates.

eCreator Supervisor:

• eCreator Supervisor is the web development client application for creating and managing scripts and campaigns, using an intuitive, drag-and-drop user interface. Supervisor provides a script creation wizard, a graphical presentation of script navigation, and a extensive palette of Response Elements.

eCreator ComponentseCreator Components

eCreator Reporting:

• eCreator Reporting uses the power of ODBC database computing to provide quick and easy access to the information gathered as agents process calls. It includes predefined reports as well as the ability to create custom reports, do data mining, and export data to meet all the needs of your contact center.

eCreator PDS Agent:

• The browser-based eCreator PDS Agent integrates with the Avaya PDS at the agent desktop. It provides call center agents with automated screen pops, information exchange and scripted call flow screens for any type of call campaign.

eCreator Script DesigneCreator Script Design

Script Page Directory

This directory provides quick access to all the pages in a script to expedite making changes.

Navigation Tree

eCreator Supervisor gives you the tools you need to manage all your eCreator applications from a single location including the drill-down navigation tree view of scripts.

eCreator’s user-friendly interface greatly reduces the time and resources required to produce and update even the most complex agent scripts.

eCreator SupervisoreCreator Supervisor

eCreator’s Script Creation Wizard streamlines the creation of agent scripts and publishes them as web pages.

eCreator Supervisor

The Supervisor toolbar provides access to various campaign and system set-up features. Access to each area is restricted by log-in to provide security.

eCreator Palette

The tabs organize drag-and-drop Elements into quickly accessed categories.

Design Workspace

Use this area to create script pages using the standard or customized Elements from the Palette.

Database ConnectivityDatabase Connectivity

Integrates with all industry-standard databases

Can be customized to interface with legacy database systems

Includes sophisticated look-up and query capability

Can update an existing record, or create a new one. Save all collected data, or just the data you need

eCreator provides powerful database connectivity capability that:

Features:

Access to the predefined reports included in the eCreator system

Export output data to a text file, a database, a spreadsheet, an e-mail message, or HTML

Build customized reports to meet your every data mining need

Schedule any eCreator report to run on a recurring basis automatically

eCreator includes sophisticated reporting tools that provide quick and easy access to the information gathered as agents process calls.

eCreator ReportingeCreator Reporting

1. Avaya PDS agent, record, and system information display fields

2. eCreator script area

3. eCreator call information preview display

4. eCreator agent and Avaya PDS application status information

eCreator PDS AgenteCreator PDS Agent

The browser-based eCreator PDS Agent integrates with the Avaya PDS at the agent desktop. It provides call center agents with automated screen pops, information exchange and scripted call flow screens for any type of call campaign.

eCreator provides the flexibility to customize agent scripts for any contact center application, including:

Customer Service

Help DeskOrder StatusProactive NotificationService Follow-UpsCustomer Satisfaction SurveysWelcome CallsRequested CallbacksAppointment SchedulingClass RegistrationEmergency NotificationDealer LocationUtility Location

Sales/Telemarketing

TelesalesCollectionsOrder EntryPredictive IVR CallbacksCredit Card ApplicationsHelp DeskInformation RequestFund RaisingMarket Research & Polling

and more!

eCreator ApplicationseCreator Applications

• Provides PDS call control functions to the agent using the eCreator PDS Agent application.

• Associates PDS inbound, outbound, blended, and managed jobs with eCreator scripts.

• Automatically “pops” the associated eCreator script to the agent as PDS calls are directed to them.

• Passes information for each call from the PDS Calling List into eCreator to populate script and database fields.

• Passes information from eCreator into PDS to update PDS Calling Lists with items such as Do Not Call status, Recall status, and Completion Codes.

The eCreator/Avaya PDS integration:

eCreator/PDS IntegrationeCreator/PDS Integration

PDS Integration BenefitsPDS Integration Benefits

eCreator integrates at the agent desktop with the Avaya PDS using Amtelco’s eCreator PDS Agent. The eCreator PDS Agent, with its embedded browser, is installed on the agent desktop to provide seamless integration and information transfer between eCreator and Avaya PDS.

eCreator PDS Agent manages communications between eCreator and the Avaya PDS at the desktop.

By using an embedded browser, the eCreator PDS Agent limits the browser functions an agent can access, and prevents agents from inadvertently closing the script.

eCreator PDS Agent combines Avaya PDS information with the call processing ease of scripted call flow.

PDS Integration FeaturesPDS Integration Features

• Simultaneous log-in to eCreator PDS Agent and the Avaya PDS to join a campaign

• eCreator uses same agent log-ins and PDS completion codes already programmed into Avaya PDS

• Show an agent as Available or Unavailable, and allow the agent to Attach/Detach from a campaign without logging out

• Pass ANI, DNIS, and other call list data from the PDS into eCreator• Record and track the involvement and time an agent spends

processing a script in eCreator• Allow agents to pass PDS completion codes back to the PDS to

release the call• PDS Agent has a small footprint on the agent desktop• PDS Agent runs on stand-alone PC or in a thin-client Citrix

environment

Agent Scripting Agent Scripting Simplified!Simplified!