Incorporating Screen Pop
Premium (SPP) into the power users work flow will immediately enhance and improve their organization and better utilize their time, said Chris Herring, CEO of CI.
Productivity tools include the option to answer, decline, send the call to voicemail, in-call progress screen pop
with call log window options, missed call screen pop
with call back or call back and open call log window options.
Connect - Global Connect's Screen Pop
Connect feature allows agents to receive a simultaneous screen pop
containing information such as debtor name and account number as a call is transferred to their work station.
Functionality such as this offers greater efficiency by enabling users to dial out of Tigerpaw's Business Suite, as well as providing screen pop
capabilities for incoming phone calls.
Connect, Agent Connect, Hello Connect, Email Connect and SMS Connect help clients maximize agent productivity and return on investment
8 /PRNewswire/ -- Envox Worldwide, a leading global provider of IP-based voice solutions, today announced the availability of Envox PhoneLink(TM) 2, a computer telephony integration (CTI) solution that enables Salesforce customers to add screen pop
and click-to-dial capabilities to their contact centers.
Convergys' speech solutions utilizing SpeechCycle applications also take advantage of billing and contact center systems to optimize and personalize the caller experience and to seamlessly integrate with an agent when required through screen pop
With the NuContact Center's IP-based, software-only infrastructure, the contact routing software can easily link directly to CRM databases and "pop" the information as a screen pop
on the agent desktop.
Caller ID (automatic number identification or ANI) and data collected through integrated interactive voice response (IVR) capabilities of the HiPath ProCenter portfolio are used to trigger the most appropriate screen pop
for an existing or new customer, including contact, lead, case numbers and account information.
Productivity increases -- as much as 9 agent FTEs and $270,000 per year in cost savings by: 1) handling 87% of tracking and 90% of billing calls with self-service, 2) shaving 33 seconds off of each call with a screen pop
, and 3) handling 11% of bookings through email, offloading peak call volume
Call centers reap the benefits of a screen pop
without installing expensive CTI hardware and software at each service delivery location.
The screen pop
improved the overall call handling and customer experience.