Genesys Agent Scripting is an option available with Genesys Inbound Voice and Genesys Outbound Voice. Genesys Agent Scripting provides screen flow and text to the agent desktop to guide agents through interactions. Scripting reduces training needs, ensures consistency with each interaction, and guides the agent to successfully address customer needs or help close business. Agent Scripting enables contact centers to elevate their efficiency and effectiveness by helping agents apply knowledge to improve interactions.

By enabling proven business practices and consistency in customer interactions, Genesys Agent Scripting reduces agent training time and interaction handling time resulting in increased sales conversion rates and higher customer satisfaction.