Contact center agents in your company are dealing with various customer interactions. Sometimes it might be an outbound call introducing a campaign, or it might be an inbound customer call requesting a complex service. While customer feedback and feeling from these interactions vary depending on the skills, sagacity, and personality of your agents. To ensure agent interactions with customers are consistent, improving your customers' experience, interactive scripting in SAP CRM 7.0 Interaction Center could be a good choice for your company.

The Interaction Center manager or system administrator can create step-by-step scripts in the Interactive Scripting Editor, which may be later assigned to any given campaign.  In the screenshot below, you can see the Interactive Script Editor. You can see it contains four areas:

Picture 1. Interactive Script Editor

• Repository: Containing preset scripts, objection scripts, questions, answers, buttons, templates, and actions.  These objects are reusable and editable.
• Editor:  Enabling you to create a new script by reusing or editing objects from repository, or creating a new one from scratch. Enables you to upload and download the entire script in XML format.
• Search: Supporting repository object searches, so that you may quickly locate and utilize preset script elements relevant to your campaign.
• Attributes: Facilitates attribute definition of active objects in the Editor area.

After a script is assigned to the correct business role and activated, it can be launched based on predefined business rules.

Agents can select script by language, and then use it to guide them through complex customer calls. The customer's response dictates the next step that the script and screen displays. These steps support agents dealing with customers such as with simple customer sales objections, customer data updates, or marketing activities. In an outbound call, an agent can perform campaign target-group generation using surveys that are integrated into their script. An agent can also navigate through the questions in a different order or go back to previous questions by selecting chapters on the right hand side of their screen, as you can see in the screen shot below.

Besides manually being accessed, scripts can also be automatically pushed to agents based on business rules or events, attach it to call list or a campaign.

Please also view the video introducing Interactive Scripting in Interaction Center of SAP CRM 7.0.