2Ring SCRIPTS AND FORMS is an application focused on data collection and the recording of structured information about clients and their needs obtained during call handling in the contact center. It will be highly valued by companies running contact centers on one of the following platforms: Cisco Unified Contact Center Enterprise (Cisco UCCE), Cisco Unified Contact Center Express (Cisco UCCX), and Avaya (Aura Contact Center).

Unlike solutions that come as part of those platforms, 2Ring SCRIPTS AND FORMS can be available to agents from a call’s start, which significantly reduces the time agents spend on a call and increases the quality and relevance of the recorded data.

On the form, agents answer 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, skill-group and so on decreases the time necessary to fill out the form.

The ergonomics of the user interface is also enriched by its attractive graphical presentation that takes advantage of benefits delivered by Microsoft Silverlight. ​​​​​​​​​

2Ring SCRIPTS & FORMS is a priceless solution that helps managers of contact centers by:

• Cutting down the time necessary for call handling and recording call results in a database.
• Improving the quality of campaign results or of inbound calls by introducing precisely recorded data in a very well-structured form.
• Providing the results of finished campaigns for evaluation and the selection of further steps to be taken.
• Giving an overview of the needs communicated by clients calling the contact center.

​

Real-Time Display
Agents can fill out the application form from the call’s start as the application navigates the agents through a simple tree structure. The application thus significantly saves agents’ time and allows the collection of accurate data.

Agent Guidance
A well-formed questionnaire guides agents through the shortest path to get all necessary information whatever the situation - from issuing a new credit card to dealing with safety and security (calling the police or fire department).

Correctly Filled Out Data
Built-in support for entry validation doesn’t allow agents to submit the form until it is filled out correctly. The application thus takes care of filling in all requested data correctly and adds to the quality of records.

Variability of Data Entering
The application helps speed up and simplify agents’ work by allowing them to select more than one item from the list. A must is the option that allows agents to enter free text information (recording specific quotes from clients and so on).

Forms Administration
The creation and modification of forms is done in the commonly known environment of MS Excel. This makes it is very easy to create a new form or modify an existing form, or even define rules for agents to fill out these forms. These modified or brand-new forms are available to agents in a very short time.

Corporate Design
The application of corporate design rules to custom-made wrap-up forms is part of every project.

Sophisticated Reporting
The application stores recorded data in a database that is independent from the contact center. With every filled out form, a corresponding call ID and agent ID are stored to be used in campaign reporting. Automatically obtained information such as call type, IVR path, customer entered data or other relevant information can be stored along with the agent's answers as well.

Agent Evaluation
It is possible to assign points to every answer so that the number of points assigned represents the importance of the particular answer and thus to obtain data for agent evaluation, The assigned points also help agents better understand the value of a given answer for the company. The data can also be used to split the cost of contact center operations among other departments – cost centers.

Well-Arranged Graphical Interface
2Ring WRAP-UP FORMS is an application using a fast, ergonomic, and interactive user interface based on Microsoft Silverlight.

Support Platforms
2Ring WRAP-UP FORMS will be appreciated by companies running Cisco Unified Contact Center Enterprise (Cisco UCCE), Cisco Unified Contact Center Express (Cisco UCCX) and Avaya Aura Contact Center.

​