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.