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Computer Telephony Integration (CTI) |
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"Screen Pop" - The population of caller information on a call agent's computer screen during the processing of a phone call.
The greater your accuracy about the customer profile that can be presented to an agent at the start of a call with a live agent, the more successful the call will be. Call handle times will be reduced, and first call resolution rates will increase.
With the advent of Caller ID or Calling Number Identification (CNID), also referred to as ANI, a customer can be identified to your CRM system by a CNID message provided by the Telephone Company or Local Exchange Company (LEC). ACDs collect and pass CNID messages to CTI systems to select the caller's customer record and other relevant data, and then deliver it to the agent's workstation simultaneously with the connection of the call to the agent. This process is called "screen-pop."
With today's explosion of technology, if the ACD cannot determine who the caller is by the phone number, the NexxPhase Customer Interaction Manager will use an IVR or Web front end to collect relevant information on the customer, and the nature of the call, and then pass it to the proper agent.
The term CTI has come to be used to describe the integration of a voice solution with the customer database of a call or contact center. |
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