Computer telephony integration (CTI), or “screen pop” technology, allows contact center agents to access customer profiles and manage customer data during interactions. As soon as an agent connects with a customer, a screen pop appears on the agent’s desktop with the customer’s information and contact history 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 Five9 Intelligent Cloud Contact Center solution. Five9 CTI provides agents with customer data, purchase history, and information from previous interactions — all delivered instantly to the Five9 agent desktop or Five9 pre-built CRM integration desktops.
Get in TouchCloud contact centers use pre-built CRM integrations that integrate contact center software to the CRM systems to provide a seamless and integrated experience.
Integrations are designed to help the agent understand who the customer is and her history of interactions with the company, what problem she is facing, and in some cases provide recommendations for the next best action to take to help her.
Associate Directory, Global Consumer Services, BISSELL