Design the perfect call and empower every agent to execute it

Agents will use ScreenSteps to guide them through calls while they are on the phone with customers. They will view the guides through a browser window or by in-app contextual help by using the ScreenSteps Browser Extension.

You can see a video of how agents use ScreenSteps Call flows here: How will my call center reps use ScreenSteps? 

You have a few integration options:

1. You can set up Single Sign-on so that your users can login through your own user management system.
2. You can use our Browser Extension to add contextual help to any web application your team uses (CRM, EMR, etc.).
3. You can use our API to build out additional integrations.

No, using ScreenSteps will not slow down your agents. In fact, most customers will see a reduction in Average Handle Time (AHT). 

It depends. Each call flow is different. But, with ScreenSteps' rapid authoring tools, creating call flows is faster than other tools available.

Call centers that have implemented call flows have seen improvements in Average Handle Time, Hold Time, Calls Per Hour, QA scores, Time to Proficiency for new agents, and agent satisfaction.