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Interactive Scripting Overview

Contact center agents in your company are dealing with various customer interactions. Sometimes it might be an outbound call introducing a campaign, or it might be an inbound customer call requesting a complex service. While customer feedback and feeling from these interactions vary depending on the skills, sagacity, and personality of your agents. To ensure agent interactions with customers are consistent, improving your customers’ experience, interactive scripting in SAP CRM 7.0 Interaction Center could be a good choice for your company.

The Interaction Center manager or system administrator can create step-by-step scripts in the Interactive Scripting Editor, which may be later assigned to any given campaign.  In the screenshot below, you can see the Interactive Script Editor. You can see it contains four areas:

Interactive Script Editor

Picture 1. Interactive Script Editor

  • Repository: Containing preset scripts, objection scripts, questions, answers, buttons, templates, and actions.  These objects are reusable and editable.
  • EditorEnabling you to create a new script by reusing or editing objects from repository, or creating a new one from scratch. Enables you to upload and download the entire script in XML format.
  • Search: Supporting repository object searches, so that you may quickly locate and utilize preset script elements relevant to your campaign.
  • Attributes: Facilitates attribute definition of active objects in the Editor area.

After a script is assigned to the correct business role and activated, it can be launched based on predefined business rules.

Agents can select script by language, and then use it to guide them through complex customer calls. The customer’s response dictates the next step that the script and screen displays. These steps support agents dealing with customers such as with simple customer sales objections, customer data updates, or marketing activities. In an outbound call, an agent can perform campaign target-group generation using surveys that are integrated into their script. An agent can also navigate through the questions in a different order or go back to previous questions by selecting chapters on the right hand side of their screen, as you can see in the screen shot below.

 Script on Agent's Screen

Besides manually being accessed, scripts can also be automatically pushed to agents based on business rules or events, attach it to call list or a campaign.

Please also view the video introducing Interactive Scripting in Interaction Center of SAP CRM 7.0.

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      3 Comments
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      Author's profile photo Deepali Agarwal
      Deepali Agarwal
      Hello Cathy,

      Nice information. Thanks!

      Could you please provide more information on automatic trigger points for Interactive Scripting? And is it possible to transfer data/responses captured in the Script directly to a Service Order?

      Thanks,

      Deepali Agarwal

      Author's profile photo Former Member
      Former Member

      Great overview you got here.

      I've got one question though: is there any chance to interrupt a script, let's say, halfway through, end the conversation with a client and later call the client again and resume from the point we ended our conversation the last time? If yes - how is it achievable? Any hints will be greatly appreciated.

      Thanks in advance

      Author's profile photo Carlos Riva Palacio
      Carlos Riva Palacio

      Hello

      can you give more information how you where able to add the fields of the address and how they affecta automatically the BP address?

      thanks