All parties are better served with an intelligently scripted call that … provides the caller with the information they want and the services they request; provides the telephone agent with the precise call flow, prompts, and information they need to service the caller; and provides the client with accurate data for both fulfilling customer requests and data analysis.
WebAgent Navigator is, first, a fully programmable scripting engine that provides customized call flow scripting for telephone agents to respond to both inbound and outbound customer and prospect calls. By utilizing specific, detailed and intelligent call scripts, productivity is enhanced through…
Decreased training time
Increased agent confidence and morale
Increased accuracy, consistency, and integrity
Efficiency from the agent through to backend departments and functions
Increased customer satisfaction, first call resolution, conversions and upsells
Reduced total call time
WebAgent Navigator handles incoming calls from a PBX (Currently Amazon Connect, Asterisk or Avaya), outbound calls using VICIDial Predictive Dialer or through it’s own internal Lead Server (a non-predictive, rules-based, search-and-dial system), and customer call-backs through a comprehensive callback scheduling system. WebAgent Navigator can also be used for non-telephone data-entry from mail, email, voice-mail and other correspondences.
WebAgent Navigator is fully integrated with QueueMetrics Call Center Management Software so you can monitor agent productivity, measure targets and conversion rates, and view campaign statistics with a simple easy to use interface. QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits.
WebAgent Navigator easily integrates with other 3rd-party systems through common application interfaces or custom programming. It also has the ability to share form data with external 3rd-party web sites to reduce redundant data-entry, share data across those sites, or use those sites as extensions to the call script.,
WebAgent Navigator works with Google Analytics to easily track calls, call flows, call results, popular paths, custom events, and more. Every call is a session within Google Analytics showing each page view of the call script and each page submitted (as an event). The call disposition (outcome) is recorded as an ecommerce transaction with reasons, features, or items. Actions such as when a call is connected and disconnected, placed on hold, or transferred are shown as Behavior Events along with any customized campaign or script actions.
WebAgent Navigator can use a second Google Analytics property for monitoring agent activity. Each agent login is a session in Analytics and agent actions (login/out, inbound/outbound calls, after call work, breaks, customer lookup, etc.) are shown as page views. Call dispositions are recorded as ecommerce transactions based on the category (i.e. “Sale”, “Upsell”, “Service”, etc.) of the call outcome so agents can be monitored on effectiveness.
WebAgent Navigator is tightly integrated with Amazon Connect, a simple to use, cloud-based call center, and works well with other Amazon Web Services (AWS). When using WebAgent Navigator with Amazon Connect, Amazon Elastic Compute Cloud (EC2), and Amazon Relational Database Service (RDS), a fully cloud-based, flexible, highly scalable call-center is easily created and maintained.
WebAgent Navigator Features
Handles inbound and outbound calls
Custom scripts per campaign
Multiple environments per campaign with multiple queues per environment
Script entry point and variations by DNIS (Dialed Number Identification Service)
Integrated outbound lead server with lead management system
Vary script complexity and verbosity based on queue volume
Vary script complexity and verbosity based on agent skills
Automatic data retrieval from IVR information or caller ID
Call transfer (to queue or agent) with complete transaction history
When a call is transferred, the 2nd agent can pick up where the 1st agent left off
Integrated Callback Scheduler with multiple times and phone numbers
Integrated Do-Not-Solicit system
Do-Not-Call, Do-Not-Mail, Do-Not-Email, Policy Statements, etc.
Federal and state regulatory compliance rules by campaign
Transaction-state save, call back, and resume if call is dropped
Comprehensive and detailed call dispositioning with multiple outcomes and reasons
Comprehensive and robust data validation rules
30+ field types with over 30 validation rules with optional dependencies
Custom validation on each page submit
Address lookup and autofill from Google Maps
Address verification via USPS, UPS, FedEx or other 3rd-party
Custom end-of-call tallies
Retains call history with complete caller responses
Agent trouble reporting
Supervisor override requirements for restricted functions and activities
Script A/B testing
Agent activity tracking (call time, on-hold time, after call work, breaks, training, etc.)
Integration with Amazon Connect, a self-service, cloud-based contact center service.
3rd-party integration and data sharing
Shell/batch XML script processing for data imports, exports, and maintenance
PCI-DSS (Payment Card Industry Data Security Standard) compliance and OWASP (Open Web Application Security Project) standards
Integrated API to provide access to WebAgent services, or populate external call transactions
Plugin/addon architecture for global and campaign level integrations and customizations using event dispatchers and global callback functions
… and more …