Customer opinions about your company are a predictor of re-purchasing intent, referral, and business growth. Delivering personalized service when customers call your customer support center is one important variable in shaping customer opinions.
Computer Telephony Integration (CTI) technology from Five9 gives agents a personalization tool when talking with customers by arming them with customer data, purchasing history, and information on previous interactions, all presented to the agent desktop as a screen pop in-sync with call arrival.
Computer Telephony Integration is a sophisticated function of the contact center and can be costly to implement as a premise-based solution. The Five9 solution simplifies a complex operation and cost-effectively delivers integrated voice and data functionality automatically.
When Five9 screen pop software queries your customer database, locates a match, and populates that data instantaneously on the agent screen along with the inbound call, the customer’s needs are more quickly addressed. This creates a powerful experience that makes customers more receptive to personalized offers, increasing the potential to turn the customer service call into a revenue-generating call, and improves First Call Resolution (FCR) rates.
Five9 CTI isn’t just for inbound customer service. It helps boost the potential for sales conversion by syncing with our automated dialer technologies to give outbound agents the most current information they need at each step in the sales process. And, blended agents have dynamic customer information sent on a call-by-call basis instantaneously to one interface without any need to toggle between applications.
Computer Telephony Integration is used to increase the productivity of contact center agents, and is sometimes referred to as “screen pop”. Typically, a screen pop is used when there are high volumes of calls that require contact center agents to access and manage caller profiles and customer data. Frequently, screen pops include data from one or more customer relationship management and related systems, such as order entry, fulfillment, billing, reservations, ticketing, etc.
Traditionally, computers and phones were integrated using sophisticated and expensive software that was designed to integrate with PBX hardware and use telephony events to synchronize screen pops on agent desktop applications when the PBX delivered phone calls. With the increasing adoption of cloud software for contact centers, screen pop is inherently included in the solution, since both the application and the telephone are provided as software.