We developed this tool to support call-center employees while they are on the phone with customers. The tool provides up-to-date information on services, changes to company policies, problem resolution, and escalation procedures for 100+ scenario pathways.

The tool also includes walk-throughs for program enrollment on the company's customer-facing website. All content changes are automatically pushed to call-center employees, ensuring they have current information at all times, without additional training.

As employees take each call, they open the main menu, which lists features for common customer interactions.

Branching decision trees walk the operator through each interaction and guide them to successful completion of tasks.

Step-by-step instructions also allow the operator to assist customers with program enrollment and problem resolution.