Contact Center Screen Pop
Increase agent efficiency!   Contact Center supervisors and agents want a way to quickly and efficiently identify customers before answering calls. The ability to identify a customer before answering a call increases agent efficiency and saves your contact center valuable time and money. The easiest way to provide contact center employees with this information is to provide a desktop pop-up on their computer monitors, using data pulled from your customer database. By customizing the data that displays in the screen pop and integrating with CRM applications, contact centers are able to further increase agent efficiency and achieve first contact resolution.
The solution Contact Center Screen Pop is an optional application that works in conjunction with Contact Center Management, Contact Center PhoneSet Manager, Contact Center Softphone, and Intelligent queue that enables you to ¨        Identify callers by their name, ANI, DNIS, and by digits they enter, such as account numbers (requires Intelligent Queue Collect Caller Entered Digits) ¨        Retain caller identification information when calls are transferred between employees ¨        View a trace report web page that details customer call history for the past week ¨        Leverage your existing CRM database ¨        View records in a CRM database upon call arrival ¨        Create an Outlook contact journal entry   Contact center benefits Contact Center Screen Pop provides you with the tools to    ¨        Provide prompt, informed service ¨        Surpass service level goals and increase customer satisfaction ¨        Tap into the knowledge gained by employees who previously assisted particular callers ¨        Optimize your return on investment ¨        Provide a unified ACD employee desktop experience   prairieFyre Software Inc. offers training for its solutions. Contact your Mitel Channel Partner to register.