CTI Screen-Pops:
Personalise the Customer Experience
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What Is Computer Telephony Integration (CTI)?
Computer Telephony Integration (CTI), or “screen-pop” technology, allows contact centre 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 centre 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
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.
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.
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.
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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 centre 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 centre 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 centre. With Five9, you can implement in just days and scale based on your business needs.
Why Choose Five9
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