Smiddle Agent Scripting

Smiddle Agent Scripting is a system designed to enhance communication and streamline operations in Contact Centers. According to the vendor, this solution is suitable for companies of all sizes that have a Contact Center and are looking to improve work efficiency and client service. Contact Center Agents, Customer Service Representatives, Sales Representatives, as well as professionals in the Telecommunications and Financial Services industries can benefit from the features and functionalities offered by Smiddle Agent Scripting.

Key Features

Clear Communication Scenarios: According to the vendor, Smiddle Agent Scripting allows administrators to design conversation scenarios that include user questions and agent reactions, helping agents find answers to common client inquiries and address objections effectively.

Web-Based Executor: The system automatically launches scripts in a separate web interface (Executor) that can be integrated into Cisco Finesse or other external systems used by agents, ensuring seamless script execution based on input parameters, as claimed by the vendor.

Data Exchange with External Sources: Smiddle Agent Scripting facilitates data exchange with external sources, such as CRM systems, enabling agents to access and transmit information during script execution, according to the vendor.

Interrupted Call Recovery: In the event of a call interruption, the system saves the script execution history and allows agents to resume the conversation with the client from where it left off, ensuring a seamless customer experience, as claimed by the vendor.

Ease of Use and Administration: Smiddle Agent Scripting is designed to be user-friendly, requiring no programming skills for scenario design and configuration, allowing non-technical staff to easily handle customization tasks, according to the vendor.

Integration with CRM and External Systems: The system offers seamless integration with CRM systems and other external systems, enhancing its functionality and enabling smooth communication and data sharing, as claimed by the vendor.

Scenario Customization and Binding: Scenarios can be customized to meet specific business requirements, allowing for the application of different functions, such as calculations. Multiple scenarios can also be bound together, providing flexibility for various projects, according to the vendor.