CTI Screen Pop

Smarter Interactions with Your Customers

It is paramount to maximize your contact centers' efficiency, while striving to improve customer satisfaction. The operational demands on contact centers continuously increase, requiring a more efficient workforce, smarter interactions with customers and a greater need for accurate and comprehensive performance metrics. There is also a strong need to enable supervisors with the necessary tools and information to effectively guide the workforce and improve the customer experience.

Computer Telephony Integration (CTI) is one of the key enabling technologies that can help you achieve your goals. You will be able to automate and improve the contact process. Data collected before the contact lands in your contact center workspace can be proactively leveraged to maximize the outcome of the customer's interaction with your service representatives.

Verticalis CTI Screen Pop is a scalable and reliable desktop application engineered by Verticalis to help you improve quality and success in your contact center interactions thereby increasing the productivity of your service representatives.

Relevant Data For your Interactions
Verticalis provides you with a state of the art tool to maximize the efficiency of your agents. By collecting and displaying relevant data collected before the contact lands in your service center, Verticalis CTI Screen Pop provides a "First Glance" of the contact. Your representatives can quickly determine how the interaction needs to be handled for maximized benefit. Having that "First Glance" of your contact will save you the additional effort of preparing the information needed for the interaction. It also allows you to service your customers faster and treat their needs more appropriately.

If your contact centers focus on Sales, Support, Operations, or any combination of those, the complexity of the data increases exponentially and the information needs from your representative will differ from one touch point to the next. Verticalis Screen Pop simplifies the process for you by displaying relevant data for the specific interaction.

Driving Operational Efficiency
Having the proper information at the right moment will reduce your representative's response times and will also increase the number of one-call resolutions.

Verticalis CTI Screen Pop is also the perfect tool to collect, analyze and publish data about representatives' performance. Supervisors for each center are enabled to assimilate performance data for the system, which in turn becomes a feedback loop to provide operational thresholds.

Representatives can track of performance indicators that are important for your business, using the CTI Screen Pop information throughout the interaction.

• Interface that seamlessly blends with the representative workspace.
• Unified and common application that dynamically configures its layout depending on contact center specific needs.
• Plug-in modules to handle the diversity of your contact interactions.

• Fully utilizes your organization's resources, by minimizing idle representative time.
• Ease of use and flexibility built into the solution minimizes the learning curve to use the system.
• Detailed reports that equip you with the information to improve and streamline your customer interactions.
• Low administration costs.
• Modularity allows you to purchase what you need, when you need it. Expand the application based on your current and future needs.