Case Study: AnswerNet achieves reduced scripting time and improved reporting with Creovai (CallScripter)

AnswerNet - Customer Case Study

AnswerNet, which provides customizable inbound, outbound and E-bound call center services to over 35,000 clients in North America, needed a cost-effective, robust and highly configurable scripting solution to support 1,200 agents and a wide variety of services across geographically dispersed contact centers. To address these challenges they selected Creovai’s CallScripter premise-based platform for unified agent desktop, scripting and process optimisation.

Creovai implemented CallScripter in six call centers to start, delivered intensive webinar training and ongoing Professional Services to tailor templates, widgets and workflows to AnswerNet’s needs. The deployment produced measurable benefits—reduced scripting time, faster script changes, improved reporting (notably via the script-transfer feature), better campaign and staff management, and faster onboarding of client programs—leading AnswerNet to expand the solution across more sites.

AnswerNet

Michael Schmoyer

Director of Technical Services