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 contact centers to increase their agent productivity, while providing a better customer experience.
One key feature of InGenius is screen pop. Screen pop provides a personalized customer experience by ensuring all information about a caller is at the agent’s fingertips before a call is connected. When an agent receives a call, their screen pops the appropriate record by matching on the caller ID number or on information the customer has entered in the interactive voice response system.
Agents have a complete view of the engagement history so they can provide a warm start to the call and eliminate redundant questions. With the context provided by screen pop, agents are always prepared and customers are served faster.
Screen pop is configurable through the admin console and allows InGenius to quickly display relevant information, including leads, contacts, accounts, cases, opportunities and custom objects or entities.
Having the tools and information required to provide exceptional service can make the difference between winning and losing customers. For more information on screen pop and other features, visit us today at ingenius.com.