WebAgent Navigator
WebAgent Navigator
EarthAsylum Consulting + Kevin Burkholder
 

WebAgent Navigator

A comprehensive, full-service, web based, call scripting and contact management system for call centers, sales groups, and customer service teams.

WebAgent Navigator has been in a proprietary production environment at a national call-center for nearly a decade. With well over one million dollars in development costs, WebAgent Navigator is a solid, proven system that can adapt and grow based on client requirements, agent needs, and customer demands.

Now WebAgent Navigator is being offered to outside businesses who can take advantage of the scripting, customer relationship management, and many other features offered by the system. Proprietary code has been removed and many new features and enhancements have been added making WebAgent Navigator more powerful and flexible than ever.

 
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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.

 
 
 
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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.

  • Integration with Asterisk, FreePBX, Avaya, ViciDial, QueueMetrics, Google Analytics (using Google Tag Manager), and OrecX Recording

  • 3rd-party integration and data sharing

  • Shell/batch XML script processing for data imports, exports, and maintenance

  • Data encryption

  • 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 …

 
 
 
 
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