Does anyone use call scripting software alongside HEAT (recommendations welcome!), or, dare I mention it, integrating with HEAT? Would be interested to know if this was an avenue HEATSoftware was interested in at all for the future.
We have a very wide variety of products, customers and support models. Things are always changing and so we're now looking at call scripting software to guide our analysts at that initial logging stage (phone based) to help improve the quality of call descriptions without resorting to multiple levels of additional categorisation, form rules, colours and custom objects on Incident (messy, time consuming and difficult to administer nicely).
Would be really interested in any thoughts or feedback.