CTI Screen Pop
Ringover’s CTI screen pop feature displays relevant information and history about a caller when the call connects. Agents can save considerable time and provide better answers to caller questions using the information displayed on screen. Screen pop is ideal for customer support teams who rely on client history to guide future interactions with the client and to provide a more tailored customer experience.
What is screen pop?
Also known as"call pop", is a call centre software feature that automatically displays a window containing detailed caller information on the agent’s screen when the call connects. It’s one of the main components of CTI technology and is essential to increasing a call centre’s call handling efficiency and personalising their customer experiences.
Screen Pop caller information from CRM
Ringover has native integrations with most of the popular CRMs on the market making it simple to display CRM-sourced caller information on each agent’s computer screen. See a snapshot of the caller’s history including past tickets, conversation history, call notes and account details. Using a custom-made CRM? Build your own CTI system using webhooks and enjoy screen pop from your CRM with each incoming call.
Salesforce Screen Pop
Zendesk Screen Pop
Benefits of Screen Popping
Obtain the right data at the right time
Capture all the call information you need such as name, company, who the caller last spoke with and more. No more fumbling around during an influx of inbound calls, trying to find the right data. Instead, get everything you need in one window rather than having to go search for it.
Better agent-caller interaction
Screen popping client records from a CRM prevents customer service reps from asking callers to provide redundant information. In just a quick glance, the agent can see previous interactions between other agents and the caller and get insights from previous tickets handled for the client.
Boost customer satisfaction scores
Having the right information quickly appear on your agent’s desktop can be of much help when responding to customer questions and solving problems seamlessly, making for happy customers.
Personalise caller experience
No more name guessing. Greet callers by name from the first call to make them feel more welcomed and appreciated. Knowing exactly who’s calling puts the agent in a position to build a good rapport with the caller and provide a tailored experience.
