Put the two together and you have a customer communication powerhouse for call centers.
What are CTI IVR screen pops? Oh, just a customer service agent’s secret weapon for personalizing their conversations and delivering ultra-fast service.
Among the many acronyms used in the world of call centers–IVR, ACD, WFO, the list goes on–CTI is one we can’t afford to overlook. It stands for Computer Telephony Integration, and it describes the interaction between phones and computers. Why is this important? It’s because there are so many different use cases for CTI within the contact center space, including:
Call routing
Voice recording
Automatic dialing
And, the topic of today’s post, screen pops
In this blog post, we’re going to take a deeper look at screen pops, one of the most fundamental and valuable features enabled by the right CTI integration with your CRM system.
We’ll look at what CTI-enabled screen pops are, their many benefits, and what you’ll want to do and see when implementing your own.
Now, we know screen pops seem like old news. Who hasn’t heard of a screen pop by this point? But once upon a time, screen pops were the hot new innovation on the block. And in today’s modern call center environment, screen pops are more important than ever for agents, and customers too. It seems like everything these days is about elevating the customer experience, and screen pops help to do just that.
That’s why this post focuses not only on what screen pops are in today’s contact center world, we also talk about why you should use them—and how to use them in the most innovative ways possible.
What is CTI/IVR technology?
Before we get to screen pops, we should first discuss their parent technologies: CTI and IVR.
As we mentioned above, CTI stands for computer telephony integration. It enables computers to carry out phone functions like outbound dialing, answering and distributing inbound calls, and transmitting data. This might not sound like a big deal today–after all, most of us have a phone-computer hybrid in one hand at all times. When it was first introduced, however, CTI was revolutionary and opened up a new world of possibilities for business automation.
Now on to IVR. It stands for interactive voice response, and it’s a technology that enables people to interact with computers using their voice. If you have any type of virtual assistants like Alexa or Siri, IVR is what allows you to communicate with it.
Put the two together and you have a customer communication powerhouse for call centers. With CTI/IVR call center technology, a caller can respond to a prompt using their spoken voice and a computer on the other end of the line can decide what to do with the information, whether that’s pointing them to an automated tool, connecting them to a live agent, asking for more information, or another suitable option.
What’s a screen pop?
As we mentioned above, in today’s contact center environment, when people talk about CTI technology, they’re often talking about screen pops.
Simply put, a screen pop describes caller information that’s populated on an agent’s screen during the handling of a call. This goes for both inbound and outbound calls.
Screen pops give agents an instant look at a caller’s history, last agent spoken to, ticket number, payment history, account balance, and more. During calls or even after, agents can use screen pops to make live notes and updates, as well as edit customer data and information.
Picture your most recent “unfortunate” customer service call. Without CTI-enabled screen pops on the end of the other line, you were likely forced to repeat all your same information to a live agent, even after going through an IVR. Nobody wants this—not the agent and certainly not you.
With CTI-enabled screen pops, however, your experience would’ve been much different. The info collected by the IVR would be integrated with your data from a CRM. The agent would see all of the data you entered into the IVR, as well as your entire relevant customer info. It’s smooth sailing from the moment you’re connected with a live agent.
Ultimately, screen pops are about empowering agents and satisfying customers by improving interactions and first-call resolution rates.
Why use screen pops?
CTI-enabled screen pops offer a range of benefits when seamlessly integrated with your CRM system.
Increase agent productivity
Agents can immediately find the information they’re looking for without having to search for pertinent data.
Screen pops also give agents a single user interface they can use to handle a call, take notes, and view customer data all on a single screen. This means they don’t have to search through multiple screens to find information or make edits, simplifying the process for agents and saving time for agents and customers both.
Elevate the customer experience
When agents can personalize calls with customers, anticipate needs, and provide faster call resolutions, everyone is happier—especially the customers themselves.
We especially enjoy it when a customer service agent can recognize us and greet us by name. Thank you, screen pops. You help us feel at ease right from the start of the call.
And during the call, screen pops can help the agent recognize that we’ve been a customer for many years, and help to make sure we’re speaking to the appropriate agent or department.
Even after the call, screen pops would allow the agent to take notes about our conversation, such as our potential interest in upgrading my current credit to the next level up.
Increase sales/conversions/resolutions
If your agents have the relevant information they need to tailor their conversations with customers and make their pitches or scripts that much more effective, they’ll be that much more likely to convert.
Screen pops enable agents to better manage leads and campaigns. Why? Because agents suddenly have access to relevant data from call histories, as well as the customer profile, along with other key information. They can use this information to focus their calls, personalize their conversations, and improve their conversion/resolution rates.
Benefits of Screen Pops
It’s clear there’s a lot to gain from choosing a call center software that supports CTI screen pops. Here are a few more benefits.
Shorter calls
Nobody likes to be on the line with customer support, even when that support is exceptional. Modern consumers are busy people and there are a million other things they’d rather be doing than pressing zero to reach an agent. Screen pops can shave off a significant amount of time that’s typically spent asking the customer for their identifying information, waiting for them to track down their account number, and so on.
Consistent cross-channel experiences
Though we usually talk about screen pops in the context of voice calls, that’s not the only place they’re useful. Screen pops can deliver relevant information on any support channel, like live chat. This ensures your excellent customer experience extends beyond phone support and is consistent across all your communication platforms.
Add a human touch
Though there’s no denying IVR is highly useful, using it can often feel cold and robotic. Screen pops enable personalization (like the use of the customer’s name) that makes the conversation feel a little more human.
Less agent frustration
Inadequate technology accounts for a significant portion of agent frustration, and frustrated agents aren’t great ambassadors of your brand. Screen pops give them the information they need without any additional effort on their part, which is a big step toward a more amicable call.
How should you do screen pops?
Good question.
For both inbound and outbound screen pops, here are some things to keep in mind.
Tips for effective user experience
Notifications are great.
But just like your smartphone, too many notifications on an agent’s screen aren’t helpful, it’s distracting. So make sure your screen pops are right-sized and not intrusive to the agent experience.
Web browser compatibility
You need to make sure that your CTI works with the web browser of choice for your contact center. That’s just 101-level stuff.
For instance, there haven’t been issues with Internet Explorer compatibility.
Alerts/pings
Don’t let screen pops be the only way agents can recognize an incoming call, because if they’re not looking at the screen, then what? Calls can get lost in the shuffle that way.
Instead, make sure you have another way to ping agents to let them know inbound calls are coming.
Tailor for the task at hand
Empower agents to identify customers right away by giving them an enriched agent desktop that includes a unified view of the customer.
Upon connection with a customer, via screen pops, agents can be automatically presented with the customer’s account info, full interaction history, service ticket status, and so much more.
These screen pops can be tailored by the agent’s current task at hand, derived from customer inputs through an Interactive Voice Response (IVR) system, assigned to the agent’s appropriate skill level—you name it, a screen pop can probably be displayed for it.
What about the cloud?
Glad you asked.
In today’s contact center environment, the shift to the cloud enables new capabilities for the power of screen pops.
By moving to the cloud, you open up the possibility of different systems connecting through APIs, meaning there’s no need for complex or deep integration. For example, you could integrate real-time customer account information into a screen pop so agents can tailor the conversation appropriately.
And cloud technology removes the need for on-premises hardware, translating into short-term and long-term cost savings for your business.
Handling of screen pops using our CTI software is just one of the many features included with our Voice solutions.
Thanks for joining us in this deeper dive into CTI and screen pops. We hope you found this article as helpful and informative as you want every screen pop to be.
FAQs
What is CTI screen pop?
In a call center, a CTI screen pop is a window that automatically appears on an agent’s screen during an incoming call. It displays relevant details like the caller’s name and previous support record.
What is meant by CTI?
CTI stands for computer telephony integration. It’s the technology that enables computers to carry out phone functions like outbound dialing, answering and distributing inbound calls, and transmitting data.
What is pop in BPO?
Pop refers to an automated window that “pops” onto an agent’s computer screen during a call. It gives them customer information and relevant context, like the customer’s purchasing history or previous support interactions.
What is Computer Telephony Integration software and what does it do?
At the heart of every thriving contact center lies a powerful tool that orchestrates seamless interactions and fuels exceptional customer experiences: computer telephony integration, or CTI, software. Picture CTI as the conductor of a symphony, harmonizing communication channels to create a melody of efficiency and customer satisfaction.
CTI software is the bridge that unites your telephone system with your digital realm, enabling a dance of data and dialogue that transforms customer interactions. Imagine a scenario where a customer dials in, and CTI springs into action, recognizing the caller and instantly fetching their relevant information. With a stroke of technological magic, the agent is equipped with a holistic view of the customer’s journey, past interactions, and preferences, all before the first “Hello.”
But CTI’s role goes beyond the initial greeting. It choreographs a ballet of options, allowing customers to effortlessly navigate through IVR menus and self-service portals. And here’s where CTI truly shines: it propels the agent’s performance by delivering context-rich insights, empowering them to provide personalized solutions and resolutions that dazzle customers.
CTI doesn’t merely facilitate conversations; it nurtures relationships. Through intelligent call routing, it ensures that each call finds its way to the most appropriate agent, reducing hold times and fostering a sense of being truly heard. Picture CTI as a matchmaker, uniting customers with the agent best equipped to address their unique needs.
In the realm of reporting and analytics, CTI takes center stage once again. It captures a treasure trove of data, from call duration to customer sentiment, transforming raw numbers into actionable insights. These insights aren’t just numbers; they’re golden nuggets of wisdom that help refine strategies and elevate the quality of customer interactions.
How is Computer Telephony Integration (CTI) used in contact centers?
In the realm of contact centers, where customer engagement reigns supreme, the orchestration of interactions is a delicate art. This is where CTI steps onto the stage, wielding its transformative prowess to create a symphony of connectivity and efficiency.
At its core, CTI is the master conductor, seamlessly blending phone systems with digital landscapes. So, what is CTI’s role? Imagine a customer reaching out—the moment that call comes in, CTI springs into action. It identifies the caller, retrieves their profile, and presents it to the agent, like a well-rehearsed introduction.
But the magic of CTI doesn’t stop there. It’s the secret ingredient in intuitive call routing. CTI discerns the nature of the call and directs it to the agent most equipped to tackle it, all in a split second. This is where CTI thrives, harmonizing callers with the right agent and transcending mundane transactions into meaningful interactions.
So, what is CTI’s true impact? It empowers agents with knowledge. Before even uttering a greeting, agents know the caller’s history, concerns, and preferences. This knowledge transforms each call into a personalized dialogue, not a robotic exchange. Imagine a caller feeling genuinely recognized, valued, and understood—that’s the CTI effect.
Beyond individual interactions, CTI conducts a symphony of data. It gathers insights on call volume, response times, and even customer emotions. These insights aren’t just numbers; they’re the sheet music that shapes strategies, fine-tunes processes, and amplifies customer satisfaction.
So, what is CTI? It’s the virtuoso that turns every call into a crescendo of customer delight, ensuring that each interaction is a masterpiece of empathy and efficiency.
How does CTI software enhance contact center operations?
In the world of contact center operations, where smooth customer interactions matter most, contact center CTI software plays a crucial role. This technology acts like a conductor, coordinating efficiency and engagement across the customer journey.
At its core, contact center CTI is the fusion point, merging telephony with digital agility. But how exactly does contact center CTI elevate operations? Imagine a customer’s call lights up the switchboard. In an instant, contact center CTI springs into action. It recognizes the caller, retrieving a dossier of past interactions and preferences and presenting agents with contextual insights.
It directs the call like a compass guiding a ship, seamlessly routing it to the most suitable agent. The result? Minimal hold times, maximum satisfaction, and an orchestra of efficient resolutions. This is where contact center CTI’s magic sparkles—in the elevation of every interaction.
Its true strength, however, lies in empowering agents. Equipped with customer data, agents engage in personalized conversations that go beyond the basics. Greetings become tailored, solutions feel customized. Contact center CTI transforms agents into empathetic representatives.
Behind the scenes, contact center CTI collects data that guides strategies and processes. From call volumes to customer sentiments, these insights are used to shape experiences.
In short, contact center CTI enhances operations by harmonizing technology and human interaction. It guides interactions, optimizes routes, and contributes to meaningful conversations. By blending these elements, it ensures that each engagement is efficient and satisfying.
What is CTI pop and how does it improve agent efficiency?
In the realm of contact centers, where seamless customer interactions define success, the CTI pop emerges as a transformative tool, streamlining agent efficiency with a touch of technological magic. So, what exactly is a CTI pop, and how does it revolutionize the agent’s journey? Let’s dive in.
A CTI pop, short for computer telephony integration screen pop, is like a spotlight that illuminates an agent’s world the moment a call arrives. A customer’s call triggers a synchronized response within the contact center’s system. Instantly, relevant customer information and interaction history pop onto the agent’s screen. It’s as if the screen itself is saying, “Here’s everything you need right at your fingertips.”
But the true marvel lies in how a CTI pop refines agent efficiency. Picture an agent receiving a call. Before even saying “Hello,” they’re greeted by a virtual dossier of the caller’s journey—past interactions, preferences, and pain points. This means the agent dives into the conversation informed and prepared, eliminating the need for repetitive questions and ensuring a personalized interaction from the very first word.
A CTI pop doesn’t stop there. It extends its support as the conversation unfolds. Should the customer require escalation, the agent can seamlessly transfer the call, along with all contextual information, creating a fluid and frustration-free experience.
And consider the aftermath of the conversation. Agents can take detailed notes, log outcomes, and update records—all in one place. This consolidation of tasks not only enhances accuracy but also frees agents from navigating multiple systems, empowering them to focus on what truly matters: nurturing customer relationships.
In essence, a CTI pop serves as an agent’s guiding star, ushering them into each conversation fully prepared and equipped. Presenting essential information at the right time eliminates guesswork, reduces call handling time, and crafts interactions that are efficient and effective. It’s the technological assistant that ensures each agent interaction is a harmonious symphony of efficiency and customer satisfaction.
How does CTI screen pop improve the agent-customer interaction?
In the dynamic realm of contact centers, where forging meaningful connections with customers is paramount, the CTI screen pop emerges as a beacon of efficiency, enhancing the agent-customer interaction like never before. So, how exactly does the CTI screen pop elevate this critical engagement? Let’s delve into its transformative influence.
The CTI screen pop, a technological gem, acts as a virtual usher, seamlessly guiding agents into each customer interaction. As a call lands in the queue, the CTI screen pop springs into action. It’s like a digital handshake, introducing agents to relevant customer information in an instant. The result? An interaction that starts on the right note.
But the true magic of the CTI screen pop lies in the way it amplifies the agent’s capability to create personalized interactions. The moment an agent answers a call, a screen pop provides a snapshot of the caller’s history, previous inquiries, and even preferences. Armed with this knowledge, agents can greet callers like familiar friends, eliminating repetitive queries and building rapport from the outset.
As the conversation progresses, the CTI screen pop remains the silent collaborator, providing context whenever needed. If a customer’s issue requires specialized assistance, the agent can seamlessly transfer the call, accompanied by a wealth of information. This continuity minimizes customer frustration and ensures that the interaction maintains its rhythm.
With the CTI screen pop in play, agents can also efficiently log notes, update records, and set follow-up reminders, all within the same interface. This consolidation of tasks streamlines the process, ensuring that every interaction is noted and no detail is lost.
In essence, the CTI screen pop bridges the gap between information and action, transforming each interaction into a harmonious symphony. It empowers agents with insights, reduces call handling time, and crafts interactions that are not just efficient but genuinely meaningful. It’s the conductor guiding agents and customers through a dance of understanding and collaboration.
How does IVR integrate with CTI for enhanced customer interactions?
In modern contact centers, where customer engagement reigns supreme, the seamless integration of IVR CTI emerges as a powerful synergy, transforming customer interactions into harmonious experiences. So, how exactly does IVR CTI elevate these interactions, and what is its impact on the customer journey? Let’s explore.
IVR and CTI are like two skilled dancers, each with their strengths. When they come together, the performance becomes exceptional. Picture this: A customer initiates interaction through an IVR menu. Here’s where IVR CTI steps in, connecting the customer’s choices with real-time customer data. It’s like magic—before an agent even speaks, they’re armed with insights.
This dynamic duo’s magic doesn’t end there. IVR CTI works as a navigator, steering calls to the right destination. The IVR system gathers customer input, and CTI instantly identifies the best agent for the job. The result? Customers are efficiently connected to the agent most equipped to assist, minimizing hold times and maximizing satisfaction.
But the real beauty lies in how IVR CTI transforms customer interactions. Imagine a caller navigating the IVR menu, providing a glimpse of their intent. With IVR CTI, that information isn’t isolated; it’s seamlessly transferred to the agent. So, when the conversation starts, the agent isn’t fumbling for context—they’re already immersed.
The impact is profound. Agents engage with customers in a personalized manner from the get-go. IVR CTI ensures the dialogue flows naturally, bypassing repetitive questions and embracing genuine interactions.
Beyond the call, IVR CTI enhances follow-ups. Agents can log call outcomes and set reminders for callbacks, all while staying within the same system. It’s a streamlined approach that not only saves time but also keeps the customer experience cohesive.
In essence, the marriage of IVR and CTI creates a duet of efficiency and personalization. It’s the synchrony that welcomes customers, guides them to the right agent, and empowers agents with insights, all while orchestrating interactions that are fluid and tailored.
