Screen Pop Integration Service

In my humble opinion, it is better to have someone supply the Screen Pop System with Integration included because of the many vendor parties involved. Of course it would be ideal if the phone system vendor is able to provide the Integration Service, but it is not very often possible as IT and Telecommunications are still 2 very different fields of technology and expertise.

If the above 2 options are not available, then the next best thing would be to look for a 3rd party Screen Pop Integration Service provider or application provider like us.

We supply standard Integration Applications that allow your CRM to talk to your phone system. And we also do customizations when required by your CRM or phone system. This will ensure that as long as your phone system support CTI, then screen pop is possible with whatever CRM you are using. Our Integration Application is therefore called CTI Middleware.

I Want "Your conversation is recorded for quality control purpose" System Following are a few ways this can be achieved. However, some ways are more expensive than others because of the technical complexity involved.

1. “Thank you for calling xyz, … Your conversation is recorded for quality control purpose. Click. Ring, ring…” until some answers your call or the voicemail comes out.
2. When your agent answer a call, the caller will automatically hear “Your conversation is recorded for quality control purpose” just before the call is connected.
3. Call gets connected to agent. While they are talking, there is a faint “beep” at regular intervals. You can explain to the caller that the beep means that this call is being recorded.

Benefits:-

1. Agents and callers knowing that “there is a logger” will be motivated to be polite and professional.
2. Callers will feel that this call center is professional and have high service levels.

I Want “Your call is important to us…” System

Long ago in a nearby galaxy, there is an equipment called “Call Sequencer”. The call sequencer works by helping you tell your callers “Your call is important to us…” while your agents are swamped with calls. However, like the dinosaurs, it has now been replaced by most phone system’s built-in “Call Sequencer” functions. But as not all phone systems are designed in the same manner, the flexibility and features of each phone systems’ “Call Sequencer” varies widely.

However, as both the caller and telecommunication technology grows in sophistication, “Call Sequencer” alone is not enough. This then brings us back to step 1 again where complicated functions (Messages On Hold, Announcements, Queue Information, Voicemail, IVR, etc) are provided by an external black box.

So to cut the long story short, “Your call is important to us…” is likely to be available if your phone system is not too old. However, if you need something like a bank’s call center, then you might need a 3rd party equipment.

Benefits:-

1. Callers will feel that this call center is professional and have high service levels (if they get the service they need relatively hassle free). Impressive!
2. Compared to hearing endless ringing or music or promotional messages, such announcements are appreciated. Impressive!