C-Scripter: A Dynamic Call Center Scripting Application

Abstract

Call centers are communication channels between companies and their customers, where customers usually receive information about products, campaigns, promotions, and solutions to technical problems. In this study, a dynamic call center scripting application called C-Scripter, which connects the dialer system and the customer representative’s display, is proposed. In more detail, C-Scripter can be described as an application that reflects the calls made with the automatic outgoing call system on the customer representative’s screen and enables to manage the call according to the workflow requested by the customer. Non-native counterparts of C-Scripter only provide restricted use due to lack of code access. Furthermore, the purchase of such non-native applications results in a severe financial loss paid in foreign currency. By developing C-Scripter with an entirely domestic workforce, the source codes of the application have been made fully accessible, and a much more flexible structure in development and integration has been offered.

Keywords

• Computer Telephony Integration
• Dialer
• Dynamic Script Design
• Call Center

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