Customized calling scripts built for your business.

Call Flow

Call Flow

City of Sanford

Customer Since 2016

The City of Sanford employs PATLive to assist their customers with after-hours reconnects, with after-hours emergency response, and with directing customers to the appropriate departments. Additionally, PATLive notifies Sanford technicians to all maintenance issues for the city streets, sewer system failures, and city parks.

Talquin Electric

Customer Since 2010

Talquin Electric is one of two expansive electricity providers in the Florida Capital. Talquin depends on PATLive to answer all of their calls during large and small scale emergency outages.

Customer places call to your business
PATLive takes call as your business
PATLive agent follows your script
Agent:Thank you for calling the City of Sanford’s after hours answering service, how may I help you?
Caller:Hi, my name is Kayla Morris and I need to report a water issue.
Agent:Absolutely, Ms. Morris. I’d be happy to help you. May I ask for your address, please?
Caller:Yes, I live at 4212 Green Grove Lane. The water is leaking from the water meter to the sidewalk on the side of my house. I came home from work just now, at around 6:30PM and I saw this huge puddle in my yard.
Agent:Thank you. Do you have a good contact number for our technicians to reach you?
Caller:Yes, it’s 845-432-4932.
Agent:Perfect. Ms. Morris, do you mind if I place you on a brief hold while I notify a technician?
Caller:No, not at all.
Agent:Thank you so much for holding Ms. Morris. I have notified our on-call technician and he will be dispatched immediately to your location.
Caller:Excellent. Thank you so much!
Agent:You’re very welcome, have a good evening.
PATLive captures call summary information
PATLive delivers call summary to your inbox
You care for customers as needed
Customer places call to your business
PATLive takes call as your business
PATLive agent follows your script
Agent:Thank you for calling Talquin Electric’s outage response center, this is Stephanie. How may I help you?
Caller:Hi Stephanie. I live at 4294 Jackson Way East in Tallahassee. I heard a loud “bang” behind my house and I think that a transformer has blown on the electricity pole outside of my house. I walked outside and I think that my neighbor’s electricity is out as well.
Agent:Oh no. I’m so sorry to hear that! Let me open up our system and report this for you right away. You said you live at 4294 Jackson Way East?
Caller:Yes, ma’am.
Agent:Thank you. Is your name Morgan Wallace?
Caller:Yes.
Agent:Thank you, Ms. Wallace. I’m looking at your account right now and it looks like residents in your area have reported the same issue. According to my system, dispatch was alerted to it five minutes ago and they are currently en route to your location.
Caller:Oh ok. I just wanted to make sure that you all knew.
Agent:Absolutely. If our dispatch needs to speak with you for any reason, can they call the 850-239-1234 number on your account?
Caller:That would be fine.
Agent:Excellent. Finally, is this outage constant for you or are your lights flickering? We just need to make sure your outage is related to the transformer issue.
Caller:Yes, this is a constant outage. I heard the loud “bang” and my lights turned off immediately.
Agent:Thank you for that information and for calling Talquin Electric. Our dispatch should be in your area shortly.
Caller:Thanks so much, Stephanie. Bye-Bye.
PATLive captures call summary information
PATLive delivers call summary to your inbox
You care for customers as needed

Dynamic Scripting Features

Skill-based routing

Skill-based
routing

Call flow branching logic

Call flow
branching logic

Rule-based lead delivery

Rule-based
lead delivery

3rd party services integration

3rd party services
integration

Multi-format data collection

Multi-format
data collection

Directory services & call transfers

Directory services
& call transfers

Multi-language options

Multi-language
options