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CTI Screen Pops:
Personalize the Customer Experience

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What Is Computer Telephony Integration (CTI)?

Computer Telephony Integration (CTI), or “screen pop” technology, allows contact center agents to access customer profiles and manage customer data during support calls. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information from the CRM for the agent to reference and edit. The result is higher efficiency and more effective customer support interactions.

CTI is an integral part of the cloud contact center solution from Five9. The Five9 CTI solution provides agents with customer data, purchase history, and information from previous interactions — all delivered instantly to the Five9 agent desktop or Five9 integrated CRM interface.

Based on studies conducted by the Aberdeen Group
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Improve FCR

Deploying a CTI solution with skills-based routing is one of the best ways to improve First Contact Resolution (FCR), one of the best predictors of customer loyalty.

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Create Powerful Experiences

When Five9’s CTI queries your CRM, locates a match, and instantaneously populates that data onto the agent’s screen, customers’ needs are addressed quickly.

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Integrate with CRMs

Five9 integrates with Salesforce, Oracle, and more so that screen pops appear as part of the CRM interface, eliminating the need to toggle between screens.

Five9’s innovation becomes our innovation. We get to improve the product we offer our clients without having to pay for R&D ourselves.
Matt Zemon
President & CEO, American Support

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CTI Integration, Screen Pops, and More...

ACD with Call Distribution Algorithms

Skills-Based Routing

Priority Routing

Time-of-Day Routing

Voicemail Routing

Web & Queue

Incoming Call Whisper

Toll-Free Numbers

IVR with Intuitive Script Designer

IVR Scheduling

Professional Prompts for Self-Service

Text-to-Speech & Speech Recognition

In-Queue & Estimated Wait Time

CTI Screen Pop

Post-Call Surveys

CRM Integrations

Agent Desktop

Contact Database

Softphone

Call Recording

At-Home Agent Capabilities

Easy-to-Use Administration Tools

Real-Time, Historical, & Custom Reports

Drag & Drop Script Design

Agent Scripting

Five9 Is the Backbone of Customer Service Excellence

Customer Service & Support

Earning your customers' business takes a great deal of effort and expense, but losing customers is far too easy. Whether your customers are looking for quick answers or help through a complex process, Five9 provides an all-in-one solution to give your customers a great experience on their terms.

Guide Customers to the Answers

Routing, self-service, and screen-pop capabilities guide your customers to the right answer or agent based on your business objectives and contact center activity. Powerful routing algorithms segment and direct callers to the agents that are best equipped to help them. Automated self-service prompts improve agent productivity so they're not repeatedly answering routine calls.

Design, Deploy, & Deliver Excellence

It pays to design your contact center for efficiency and excellence. Five9 has an intuitive design and easy-to-use administration tools developed specifically for business users so that you can easily create an environment that works best for your contact center. With Five9, you can implement in just days and scale based on your business needs.

Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.

Reliability

Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Call 1-800-553-8159 for More Information