Frequently Asked Questions   

Member FAQ

Why do contact centers need scripting solutions?
Scripting can be used to guide agents through the flow of a customer conversation. It enables the agent to drive the dialog with the customer, and ensures that the agent is able to complete a customer interaction to the company's - and the customer's - satisfaction. A script helps agents to respond to a caller's requirements, and prompts them to ask - and obtain - additional questions that will enable a company to deliver a higher level of customer satisfaction.

A robust scripting application also provides the ability to access any customer information appropriate to the call - sometime acquiring the data from multiple databases - and display it in a format that is easy for the agent to understand. It also provides the ability to updata customer information, or to collect new data that can help the company to provide superlative customer service.

What is eCreator?
eCreator is a browser-based scripting and campaign management application specifically designed to meet the needs of blended call centers. eCreator utilizes the most advanced web technology, harnessing the power of these adavancements while supplying an unparalleled level of ease in terms of usage and administration.

eCreator does not require programming or advanced technical skills that are automatically popped to agents during calls. Agent scripts and call campaigns are created quickly and easily using an intuitive graphical interface that emplys simple drag-and-drop design techniques and a palette of pre-designed Response Elements.

What are the key benefits of Amtelco's eCreator scripting solution?

• eCreator employs a simple to use, intuitive user interface that requires a minimal learning curve.
• Because of its ease-of-use, eCreator dramatically reduces the amount of time and effort required to create and/or change scripts - programmer-level skills are NOT required.
• eCreator scripts increase the quality of each customer experience by ensuring consistency of call flow, regardless of the call type or an agent's experience level.
• By improving the quality and consistency of the customer interaction, eCreator enhances customer satisfaction and retention.
• eCreator improves agent productivity and reduces agent training time by providing a guided dialog for the agent to follow.
• Because eCreator is web-based, geographical restrictions are eliminated - agents, supervisors, and system administrators can be located at multiple contact center sites, at branch offices, or at other remote locations.
  

How is eCreator integrated with the Avaya PDS?
eCreator integrates at the agent desktop with the Avaya PDS using Amtelco's eCreator PDS Agent. The eCreator PDS Agent, with its embedded browser, provides seamless integration and information transfer between the two applications.

What capabilities does the integration between the Avaya PDS and AMTELCO eCreator provide?
The PDS-eCreator integration:

• Provides PDS call control functions to the agent using the eCreator PDS Agent application.
• Associates PDS inbound, outbound, blended, and managed jobs with eCreator scripts.
• Automatically "pops" the associated eCreator scripts to the agent as the PDS calls are directed to them.
• Passes information to each call from the PDS Calling List into eCreator to populate script and database fields.
• Passes information from eCreator into PDS to update PDS Calling Lists with items such as Do Not Call status, Recall status, and Dispositon Codes.

What are the benefits of the integration between AMTELCO's eCreator and Avaya's Predictive Dialing System?

• eCreator integrates with the Avaya PDS at the agent desktop using AMTELCO's eCreator PDS Agent.
• The eCreator PDS Agent with an embedded browser is installed on the agnet desktop to provide seamless integration and information transfer.
• eCreator PDS Agent manages communications between eCreator and the Avaya PDS at the desktop.
• By using an embedded browser, the eCreator PDS Agent limits the browser functions an agent can access, and prevents agents from inadvertantly closing the script.
• eCreator PDS Agent combines Avaya PDS information with the call processing ease of scripted call flow.
• PDS Agent has a small footprint on the agent desktop.
• PDS Agent runs on stand-alone PC or in a thin client environment.

Why is it important that eCreator is compliance-tested by Avaya's DevelopersConnection program?
The Avaya's DevelopersConnection (DevConnect) program ensures that Avaya customers receive complete, open-standards-based, next generation, convergent applications and communications systems. DevConnect members develop products that interface with one or more of Avaya's products; the members products are then compliance tested per stringent guidelines to ensure reliable interoperability with Avaya products.

What types of Contact Centers use eCreator?
Integrated with Avaya Predictive Dialing System, eCreator supports inbound, outbound, blended, and managed campaigns for any contact center. eCreator can also be used to provide internet customer self-service capapbilities.

What kinds of applications does eCreator support?
eCreator can support virtually any contact center application you can think of, including order entry, telemarketing, help desk support, collections, credit card applications, order status, information request, cusotmer service, follow-up service calls, fund raising, appointment scheduling, class registration, emergency notification, polling, customer satisfaction surveys, and many more.

What kinds of computer skilss are required to use eCreator?
eCreator was develope dwith ease of use in mind. eCreator was designed to make it simple for agents to follow scripts, access customer data, and obtain new information to enhance the company's relationship with the cusotmer. And eCreator provides an intuitive user interface which employs drag-on-drop technology and a palette of pre-designed script elements to enable contact center managers to create and change scripts quickly and easily to meet changing business demands.

Who is AMTECLO?
AMTELCO has been a leading provider of innovative cusotmized contact center solutions for more than 25 years. eCreator is integrated with Avaya's PDS (Predictive Dialing System) toprovide a quick and easy to use browser-based scripting and campaign management tool.

AMTELCO cusotmers include contact centers, equipment developers, telephone companies, major universities, corporations, TAS, paging companies, health care institutions, and executive suites. AMTELCO has received more than 15 U.S. patents, and AMTELCO systems are in operation in all 50 of the United States and in more than 20 foreign countries.

How many eCreator systems are installed?
eCreator 2.0, the current version of the software, is AMTELCO's third-generation scripting product. eCreator is installed at more than 100 customer sites worldwide.

Can I restrict and agent's access to browser functions?
Browser control is inherent in the design of the solution. Avaya and Amtelco chose to embed the browser function and controls into eCreator PDS Agent in order to limit agent access to browser functions.

What happens if an agent accidentally closes their web browser? Will they no longer be able to take customers calls?
Embedding the web browser in eCreator PDS Agent prevents agents from inadvertently closing the web browser.

Can agents access eCreator scripts remotely?
Yes. eCreator is a web-based application; agents, supervisors, and system administrators can access the eCreator application of where they are physically located.

Is it possible to use the same scripts for customer self-service as are used for agent call flow?
Yes. Any script that is created for agent use can also be made available for a customer's self-service accecss via the internet.

What are the hardware & software requirements to support eCreator?

eCreator Server Requirements

eCreator Server Requirements

eCreator PDS Agent Requirements

Is there a limit to the size of the scripts eCreator can support?
There is no limit to the size of scripts that eCreator can support, assuming the proper server hardware configuration. Each script can include multiple pages of data collection fields as well as agent selection and navigation functions such as drop-down menus, radio buttons, and picklists.

Is there a limit to the number of scripts eCreator can support?
There is no limit to the number of scripts that eCreator can support, assuming the proper server hardware configuration. Each script can include multiple pages of data collection fields as well as agent selection and navigation functions such as drop-down menus, radio buttons, and picklists.

Does eCreator scripts support logical branching?
Yes, eCreator supports logical branching. In addition, eCreator Supervisor provides a drill-down navigation tree view of scripts.

Where are the scripts stored?
All scripts and campaigns are created snd stored on the eCreator Engine. The Engine provides a response cache for data entered during a transaction, HTML rendering capabilities for generating web pages, and databases connectivity.

With what databases does eCreator interface?
eCreator's database is designed to interface with all industry-standard databases to perform sophisticated lookups and updates; it can also be customized to interface with legacy database systems.

Can agents use eCreator to update existing databases?
eCreator can update an existing record, or create a new one. You can also choose to save all the data that an agent collect, or select and save just the data you need.

Can agents collect new data to add to existing databases?
eCreator can update an existing record, or create a new one. You can also choose to save all the data tha an agent collect, or select and save just the data you need.

Can eCreator schedule appointments?
Yes. A custom appointment scheduling script can be designed using eCreator, or you can purchase AMTELCO's pre-designed Appointment Taking Application at an additional charge.

Can an agent transfer a call and script to another agent or supervisor on the eCreator system?
Yes. eCreator can transfer an open script and active telephone call to any other active Agent or Supervisor logged in to the campaign.

Can other applications run at the desktop while an agent is using eCreator?
Yes. Any other normal applications can run on the desktop while an agent is using eCreator.

Does eCreator offer zip code look-ups?
Yes. Zip code look-up capability is inherent in the eCreator application to support such applications as dealer locator or physician referral services.

Does eCreator offer area code look-ups?
Yes. Area code look-up capability is inherent in the eCreator applicaiton to support such applications as dealer locator or physician referral services.

Does eCreator support Credit Card Processing systems?
Yes. eCreator supports three card processing systems: IC Verify for Windows; Veri-sign; and PayFlowPro.

Does eCreator provide validation capability?
Yes. eCreator provides automatic validation such as phone number, zip code, and credit card masks for all major credit cards.