InGenius® screen pop allows contact center agents to quickly see all customer information before a call is connected, by matching the phone number or customer-entered IVR information and automatically popping the data to the screen. Know your customer and improve their overall customer experience.
InGenius Connector Enterprise enables inbound call centers to increase their agent productivity and call capacity, while providing a better overall customer experience. With features such as click-to-dial, screen pop, automated call logging and screen transfer, InGenius equips service teams with the tools required to quickly and efficiently support meaningful customer interactions.
One key feature of InGenius Connector Enterprise is screen pop. Screen pop increases customer satisfaction by ensuring all information about the caller is at the agent’s fingertips before the call is connected.
Here is a customer care representative named Rebecca. Her role is to provide customer support for inbound calls. When Rebecca receives a call, her screen pops the customer record by matching the caller ID or the customer-entered IVR information.
Rebecca has a complete view of the engagement history, allowing her to provide a warm start to the call and eliminating redundant questions to the caller. With screen pop, Rebecca is always prepared.
Configurable through the InGenius administrative console, InGenius can quickly display relevant data for your unique business, including contacts, leads, accounts, cases, opportunities and custom objects, out of the box.
86% of customers are likely to switch companies if they had a bad customer service experience. Having the tools and information required to provide exceptional customer service can make the difference between winning and losing customers. For more information on telephony integration for Salesforce, visit us today at ingenius.com.