VistaPoint Call Assist

Call Assist Overview

VistaPoint’s Call Assist is a powerful scripting tool that can be used to create intelligent call handling procedures for use by your agents and operators when handling calls. The Call Assist module will drastically reduce training and call handling times for both seasoned and new hires. Call Assist is an add-on module to the VistaPoint Enterprise suite of applications. When associated with a VistaPoint WebConsole, your operators will be alerted to an incoming call and be instantly presented with the appropriate script for that type of call. If it is a “first time” caller, we will prompt your operator to collect additional information from the caller.

For organizations that are answering calls for multiple entities, the Call Assist script can be tailor-made to each client’s needs. Call Assist can display the correct form for that customer. Maybe your center is handling calls for a client and specific information needs to be logged with each call. As an administrator, you setup the call flow, design the script, validate the data source, and push the new form to the WebConsole. Uses include:

Answering Service

  • Called Number Identified client name displayed
  • Salutation for this client is displayed
  • Special call handling instructions are provided
  • Contact information displayed
  • Emergency procedures for Code Calls
  • User can insert comments specific to the call
  • Time and date stamp inserted into record

Higher Education

  • CallerID – captured and inserted into form
  • CallerID used to locate matching record (if no record – prompt for additional information)
  • Date and Time of call – automatically inserted into form
  • Extension processing call – automatically inserted into form
  • Nature of call (refund status inquiry, student hold status, etc.) – drop-down boxes with
  • predefined choices made available
  • Campus \ Department call transfer destination – drop-down box with predefined choices
  • Is caller a currently registered student? – option to choose yes or no
  • Campus and extension transfer destination or action taken if operator assisted
  • Insert follow-up notes – can be entered by Console user during or after call
  • Additional fields can be added as they are needed

Healthcare

  • Date of call – automatically inserted into form
  • Time of call – automatically inserted into form
  • CallerID – automatically inserted into form
  • Display name associated with CallerID – automatically pulled from database
  • On-Call Schedule – automatically pulled from database
  • Contact information – automatically pulled from database
  • Call handling instructions – automatically pulled from database
  • Extension processing call – automatically inserted into form
  • Call results – entered by user during or after call
  • Additional fields can be added as they are needed

Customer Service

  • Date of call – automatically inserted into form
  • Time of call – automatically inserted into form
  • Extension processing call – automatically inserted into form
  • Nature of call (requesting service, type of request, urgency, etc.) – drop-down box with predefined choices
  • Associate CallerID with customer name – automatically inserted into form
  • Is caller on a current support plan – option to choose yes or no
  • Disposition of Call – Transferred to support queue, voicemail, dispatched technician, etc.
  • Add follow-up notes – entered by user during or after call
  • Additional fields can be added as they are needed

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