Contact Center Screen Pop Benefits

Read on to find out about the benefits of Contact Center Screen Pop.

FEATURE

DESCRIPTION

BENEFIT

Comprehensive information for agents

When a call arrives, Contact Center PhoneSet Manager or Contact Center Softphone provides the agent with a pop-up window that contains the caller’s name and queue name or number (for ACD calls). With Contact Center Screen Pop, you can display additional information in the pop-up such as the ANI, DNIS, and caller entered digits. With caller information readily available, agents can identify callers and know whether to answer or redirect calls.

Managers and supervisors are able to quickly identify incoming calls and answer or transfer them accordingly.

Customizable display options

With the help of Professional Services, you can use your company’s existing customer database to customize the data that appears in the pop-up. With detailed customer information at hand, agents can reduce the amount of time required to serve callers and increase the efficiency of your business.

You can display customer information that is most important to your business needs. 

Seamless CRM integration

With the purchase of the CRM connector, Contact Center Screen Pop can launch a CRM application or web page. Agents view both the pop-up and the CRM database or web page simultaneously. Agents have relevant caller and account information before they answer the call.

All relevant caller and account information is displayed before a call is answered or transferred.

Enhanced agent support

The Contact Center Screen Pop Inbound Trace report Web page enables agents to create, view, and edit journal entries and make educated decisions when answering or redirecting calls. This minimizes instances of customers repeating the same information over and over again.

Achieve first contact resolutions and minimize instances of customers repeating the same information over and over again.