Clarify Introduces New Scripting Module With Latest Release Of ClearCallCenter

Clarify Inc. has introduced the latest version of its call center solution, ClearCallCenter 3.0, featuring Script Manager, a new software application that manages a broad range of customer interactions, including sales, service and general information requests.

Clarify's ClearCallCenter comes fully integrated with Clarify FrontOffice 98 and is designed to assist telesales, telemarketing, and customer service organizations in providing more personalized sales and service to their customers.

"Today's call centers serve as the focal point for managing interactions throughout the entire customer relationship," said Becky Slipe, call center solution manager at Clarify. "Every customer interaction represents an opportunity to build a relationship and increase profitability. Script Manager ensures that agents provide consistent, high quality, personalized service in order to maximize each interaction. Script Manager also generates revenues by prompting agents with upselling and cross-selling opportunities most appropriate for each individual customer.''

Script Manager features point-and-click tools that enable call center managers to create dynamic branching within and among scripts, save scripts in multiple languages, and reuse script modules. Script Manager also compiles the results of each script to help managers analyze effectiveness, allowing scripts to be redesigned, tested and modified to meet changing business needs.

Clarify delivers the flexibility to let business managers choose how scripts should be used in their call flows. Scripts can be automatically presented to call center agents based on skill level, the customer's profile, the number dialed, or an automated phone response. For example, a customer calling to inquire about homeowner's insurance can choose that option from an automated phone menu, which then pops a "homeowner's insurance script" onto the agent's screen.

Based on customers' answers, Script Manager can initiate a wide range of actions such as creating an order, launching another application, or sending an email. For example, if an agent uses a script to resolve a product-related problem, the script can automatically trigger the delivery of a follow-up letter with a special offer or a coupon. Script Manager can also ensure that an outbound call is placed to the customer a week or two later to ensure satisfaction.