Abstract: A system is disclosed for presenting a plurality of scripts to a contact. A system includes a dialer, controller, Input/Output devices, and a memory containing modules for execution on a processor. A script player module plays a plurality of prerecorded audio file scripts. A presentation module presenting a plurality of script options to an agent. An input module receives an agent input corresponding to at least one of the script options. A profile module stores a contact profile reflecting contact-specific data, and the presentation module presents script options to the agent based upon the profile for outputting contact-specific scripts.

Abstract: A system allows an agent to manage an interaction between the agent and a contact using a computer system. The agent may use the computer system to selectively interleave pre-recorded script segments that are part of a planned informational dialog with pre-recorded script interjections such that the selective playing of scripts or script segments mimics conversion between actual persons.

Abstract: An apparatus, system, and method are disclosed for formulating a computerized presentation of a sequence of scripts comprising audio files. The apparatus includes a content module for providing scripts comprising fixed content, an interaction module for allowing agents to present the scripts to a contact and to freely interject agent content into the script presentation, a recording module for recording the presentation of scripts and agent interjections, and an output module for outputting a script structure comprising a script sequence and script content.

Abstract: An apparatus, system, and method are disclosed for disposing of calls. The apparatus includes a call initiation module, a transfer module, and a presentation module. The call initiation module initiates a plurality of calls. The transfer module transfer a plurality of calls to at least one agent. The presentation module simultaneously presents a plurality of transferred calls to an agent for disposition.

Abstract: An apparatus, system, and method are disclosed for presenting a plurality of scripts to a contact. A script player module plays a plurality of prerecorded audio file scripts. A presentation module presenting a plurality of script options to an agent. An input module receives an agent input corresponding to at least one of the script options. A profile module stores a contact profile reflecting contact-specific data, and the presentation module presents script options to the agent based upon the profile for outputting contact-specific scripts.