Know Your Customers for Faster, More Personal Communications
By adding a computer telephony integration (CTI) solution to interactive voice response (IVR) and automatic call distributor (ACD) systems, Sitel® CTI Screen Pop ensures that when a contact is passed to a live agent, the agent already knows who the customer is and why they have reached out.
When agents using CTI receive an incoming call, a pop-up is displayed, showing the caller’s account information on the agent’s screen. CTI hands the initiative to the agent, saves time for both parties and improves the customer and employee experience.
Fast identification and well-informed agents drive better engagement, enhance context and improve customer experience.
Realise the Benefits of CTI Screen Pop
Fast Identification
Use telecom or IVR data to look up the customer record, accessing customer information in advance of live-agent contact.
Enhanced CX
Enable agents to engage in more personal interactions; for example, greeting the customer by name, driving greater engagement and a better customer experience (CX).
Informed Agents
Make agents more knowledgeable about the customer’s previous interactions or purchases, ensuring the agent is better able to offer support.
Create a Faster, More Positive Customer Experience
By providing agents with the customer information they need to be more effective and efficient, Sitel® CTI Screen Pop enables agents to authenticate customers in a more personal and efficient manner, leading to a faster and more positive CX.
Customer Pre-Identification
Pre-identify customers using information passed through the IVR or ACD platform, achieving lower average handle times (AHT) and increased customer engagement.
Minimised Customer Effort
Eliminate the need for your customers to repeat information already available in the IVR or on the website by passing this information directly to agents.
Accurate Agent Reporting
Provide enhanced data to agents to support better call dispositioning and enhanced contact centre reporting. Leverage this data to improve digital self-help solutions, deflect voice-based calls and reduce costs.
Know your customers for faster, more personal communications
Increased Efficiency
Decreased Average Handle Time (AHT)
Sitel CTI Screen Pop is often used in tandem with a unified desktop — the Sitel® Unified Agent Desktop, innso, an EXP+ partner solution or your own tool — so that your agents have complete access to relevant customer data.