CTI Scripting

CTI Scripting is the instrument of automation of development and deployment of web applications for operators and IVR scripts in contact centers.

On June 15, 2016 the CTI company announced release of the solution CTI Scripting. The technology supports integration into web applications at the level of attendant workstation^[1].

Development and introduction of scripts, as the agency, building an algorithm direct sales, and IVR scripts by means of which automatic service of customers — an important element of work of contact center is executed. The effectiveness of sales and efficiency of service of the acting customers depends on it. At the same time, this process differs in the increased complexity and labor input. When commissioning new or alteration of already working scripts two business processes "intertwine" among themselves. The first — development and introduction of a new product which involves business divisions of the company (marketing, commercial, customer services). The second — development and commissioning of the script. This process in most cases lays down on shoulders of IT service of the enterprise. All this often leads to unpredictable increase in terms of the project, requires numerous approvals and distracts both IT specialists, and managers of CC from the solution of their direct tasks.

CTI Scripting is the tool directed to the solution only of technical tasks. It helps to simplify development process and creations of a script, including problem definition, approval between business and technical divisions of the company and input of a script in action.

In traditional approach for review of terms of reference on development the manager of CC or the IT specialist draw the scheme of operation of application, models of web forms, an algorithm on which the logic of a script, necessary requests to external sources for data acquisition works. And it is only the first step. Further work of the programmer, testing of the new code, work "delivery" to the customer, etc. begins. In CTI Scripting the user does the same, as the director of a task at the first stage. At the exit he receives the ready web application at once. It significantly reduces time spent on development and reduces requirements to the contractor. The manager should not be a programmer to develop the application. Platon Begun, head Contact centers of CTI company

CTI Scripting allows to consider development process and implementations of scripts as an analog of release of releases of the software — the process well familiar to employees of IT services of the enterprise. Such approach allows to simplify difficult business process, having turned it into the simple sequence of tasks accurate and clear to the contractor, claim in the company.

CTI Scripting is available to customers of CTI as the independent solution, and as a part of end-to-end systems for automation of CC. According to CTI developers, call centers of any specialization, both corporate, and outsourcing can use the solution with identical efficiency.

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