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May 3, 2004
Onyx Software Introduces Intelligent Call Scripting For Contact Centers
Onyx enhances contact center solution with call scripting capabilities optimizing business processes for inbound and outbound contact center organizations
Onyx intelligent call scripts help guide contact center telesales, service, or support agents through outbound and inbound customer interactions by presenting the agent with a single, wizard-like interface that assists in real-time decision making. Onyx call scripts are designed to be easy to use and increase agent efficiency, thus reducing training time and allowing new agents to become productive almost immediately. Through the use of prompts, step branching, and dynamically merged contextual information from Onyx and other business systems, call scripts can optimize contact center business processes, reducing operating costs and allowing agents to deliver enhanced levels of customer service. Scripts can also be designed to facilitate effective cross-sell or up-sell activity especially on inbound interactions.
"The US National Do Not Call Registry has placed strict limitations on outbound telemarketing efforts," said Sheryl Kingstone, Yankee Group. "To make up for possible revenue losses due to restrictions on outbound efforts, it's vital to make sure you get the most out of every inbound customer call. Intelligent call scripting techniques can be critical to optimizing the value of these interactions."
In addition to Onyx's comprehensive call scripting capabilities, organizations can also use Onyx to easily create custom workflows that leverage and interact with information Onyx and other business systems. Workflows streamline common tasks such as creating or updating customer information, scheduling a meeting, sending literature, or opening a sales opportunity. Through scripts and workflows, organizations can ensure data consistency, update systems in real-time, and enforce best practices for optimal customer interactions.
Onyx call scripting and workflow capabilities are enabled through the Onyx Process Designer, a new addition to the Onyx design environment. The flexibility and ease of use of this design tool make it possible for business analysts to design, implement and manage new call scripts or business processes without having to rely on IT resources.
- Scripts can be created first in a test environment then released to production
- Scripts can be prescheduled to start and end on a specific date
- Components of scripts can be copied and entire scripts can be cloned and repurposed
- Scripts can be initiated through client-side screen pops or triggered by automated dialing through CTI integrations
With over 1,000 customers, Onyx solutions are used by service, sales and marketing organizations ranging from medium-sized businesses to the world's most recognized brands, including American Express, Amway, and ntl. While these companies range in size and vary in their geographic location, they share one common need - the need to cost effectively model processes to provide a more intimate level of customer service where every interaction counts. The Onyx Contact Center supports this objective by offering a rich portfolio of capabilities including business process automation, cross-sell / up-sell, email management, intelligent call scripting, knowledgebase access, web self-service and work ticket management. The Onyx Contact Center also integrates with the world's leading CTI platforms.
About Onyx SoftwareOnyx Software Corp. (Nasdaq:ONXS), a worldwide leader in successful CRM, offers a fast, cost-effective, usable solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX or info@onyx.com. Forward-Looking Statement
| Contact: | Bob Craig Onyx Software 617-314-6846 |
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