2Ring Scripts & Forms guides agents through their conversations with clients. It also enable data collection and the recording of structured information about clients and their needs. Agent answers hierarchically structured questions by selecting one of the options or using a free text field. The ability to define questions and answers depending on the call type or skillgroup decreases the time necessary to fill out the form / script. The solution is part of the Enhanced (and Premium) Bundle of 2Ring Gadgets for Cisco Finesse, and thus it is available for Cisco Unified Contact Center Enterprise (Cisco UCCE - including Packaged UCCE) and Cisco Unified Contact Center Express (Cisco UCCX) v10-12.x.

1. Scripts & Forms ..
Reduce Call Times (and Learn More)
Contact Center Solutions .. #CCTR

2. Scripts & Forms ..
Contact Center Solutions .. #CCTR
2Ring Scripts & Forms (SF)
is a very flexible and easy
to use scripting tool for handling
inbound and outbound calls
in contact centers. Not only
do agents receive the necessary
guidance they provide clients with
answers that are in compliance
with corporate policies, but the
agents, also benefit from a unified
workspace, where they enter
information obtained from callers
directly into the guiding scripts ..
Contacts
2Ring .. EMEAR
address Galvaniho 15/C
821 04 Bratislava
Slovak Republic
phone +421 (2) 5822 4550
fax +421 (2) 5822 4850
email info@2Ring.com
more info www.2Ring.com/SF
Follow Us .. @2Ring4UC
Collect Correct Information
··
Built-in support for entry validation will not allow agents to
submit a form until it is filled out correctly. This ensures that
agents fill in all requested data as required, which adds to the
quality of collected records ..
Agent Guidance
··
Create and utilize as many scripts, wizards, and forms
as necessary to guide agents in their conversations with
callers while collecting customer data directly within guiding
scripts. If the tools that agents use are easy to use and
in their comfort zone, then the retention and training costs
are lower. On top of that, with 2Ring SF, handwritten paper
notes can finally be eliminated from agent desks ..
Sophisticated Reporting
··
Recorded data gets stored to a SQL database that is independent from your ACD, allowing
flexible reporting to meet your needs. With every completed form, the corresponding Call Data
such as Agent ID, Call ID, Calltype, IVR path, Call Entered Digits (CED) get stored for reporting
purposes. Call Data gets stored along with the agent’s answers to deliver reports that provide
a detailed overview of the purpose of caller and why they contacted your organization ..
Continuous
Form Filling
··
For situations when a form
cannot be completed due
to missing information
from the customer, 2Ring
SF makes it possible for
agents to store the partially
filled out form for later
completion.
Once the customer is back
on call, even a different
agent can pick up the form
where the first one left it
and continue filling it out,
with all previous answers
already prefilled ..
Supported
Platforms
··
2Ring SF will be appreciated
by companies that use Cisco
Finesse on Cisco Unified
Contact Center Enterprise
(Cisco UCCE) and Cisco
Unified Contact Center
Express (Cisco UCCX) ..
Eliminate Wrap-Up Time
··
2Ring SF can serve as an advanced or multi-level wrap-up
form that agents start filling out from a call’s start when
the appropriate script is automatically opened based
on the call or caller’s information. 2Ring SF then navigates
the agent through a simple tree structure and at the
end stores the collected information that is available
for further evaluation ..
Boosting Efficiency
··
2Ring SF helps supervisors to 1) shorten call handling times;
2) improve the quality of campaign results and inbound calls;
3) ensure the coherence of information provided by agents
with corporate standards while delivering consistent customer
service experience; 4) boost first call resolution (FCR), 5) store
the results of finished campaigns for further evaluation
and the selection of further steps to be taken, and last but
not least, 6) reduce training time of new agents ..
Agent Evaluation
··
It is also possible to assign varying points to each answer
so answers are weighted, thus making it easy to obtain data
to help ensure agents are asking critical questions. The
assigned points also help agents better understand the value
of a given answer for the company. This data can also be
used to split the cost of contact center operations among
other departments – cost centers. Use the forms to grade an
agent’s call while you are silent monitoring a call and provide
the agent feedback as to what they do well and where there is
room for improvement ..
Cisco, the Cisco logo, and Cisco Systems
are trademarks or registered trademarks
of Cisco Systems, Inc. and/or its affiliates
in the United States and certain other
countries.
©2020 .. 2Ring
Note: Please check product documenta-
tion for details. Some of the features
described in this datasheet might require
the Enhanced or Premium Bundle
of 2Ring Gadgets for Cisco Finesse.
Solution Partner
2Ring .. Americas + APAC
address 2Ring America, Inc.
3626 Fair Oaks Blvd. Suite 100
Sacramento, CA 95864
USA
phone (916) 426-3790
fax (916) 426-3791
email info-us@2Ring.com