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Infinity Intelligent Series (IS) offers next-generation call scripting with contact-based architecture and IS messaging, designed to reduce errors with more sophisticated call-flow scripting, message processing, and contact-based dispatching. The Infinity IS guides agents through the entire call process.
The integral script editor can be used to customize scripts with different colors, fonts, buttons, hyperlinks, drop-down lists, menus, and check boxes. This is presented in a visual layout, allowing scriptwriters to see how their script will look as they create it.
Scripting can greatly reduce mistakes while gathering information by automatically checking spelling, verifying that phone numbers and other fields are entered correctly, making automated case conversions, performing date and time calculations, filling in city and state based on postal code, and connecting to external databases and Web sites.
Once a message is taken, dispatching steps can be tailored to each client's needs. Scripts automatically select the appropriate contact for dispatching from an on-call schedule or directory, and then follow their specific preferences for the current month, day, and time, with special allowances for holidays.
The process of dispatching messages is greatly enhanced using intelligent directory contacts, which allows contact information to be entered as part of a directory listing. Intelligent messaging and dispatching can utilize the contact information to script and control the dispatch process.