Computer telephony integration (CTI) and screen pop are essential in providing customer information to agents, enabling them to deliver the ultimate customer service experience. When the call is presented to an agent, WS iNet attaches specific customer data obtained from the caller’s IVR interaction, from internal or external databases, or from third-party CRM providers. Using CTI and screen pop creates a superior customer interaction where your customers are not asked to repeat information as they transition from automated systems to agents or when they are transferred from one agent to another.

Advantages of CTI and screen pop include:

• improved customer service, allowing agents to focus on the customer’s need instead of asking them to repeat basic or detailed information
• improved call handle time by presenting data to the agent rather than requiring them to pull data from disparate systems
• increased customer engagement by giving agents instant access to historical customer information for making product recommendations or following up on a previous interaction