CTI or computer telephony integration doesn’t need a formal introduction. It is a renowned technology that merges the CRM with the telephony system. This integration eliminates the requirement for switching between screens whenever a call is received.
Microsoft Dynamics 365 or simply MS Dynamics is a powerful CRM used for nurturing data across verticals. When coupled with a CTI Connector, its abilities get supercharged & provide call controls to the agent. These controls are call logging, automated dialing or click-to-dial, call routing, and screen pop.
The screen pop feature is one of the fundamental features of the MS Dynamics 365 Connector. It plays a key role in uplifting the FCR & productivity levels of the agent. Leafing through the blog will help you gain a better understanding of the screen pop feature as we’ll discuss why & how to use them.
Understanding The Screen Pop Feature
People often talk about the screen pop feature whenever CTI technology is discussed. A screen pop, generally, is a configurable feature that provides first-hand information about the customer whenever an agent receives a call.
Apart from generic information about the customer, like call history, contact details, shipping address, previous tickets, etc., it can display the desired information that helps an agent initiate a contextual conversation without making the customer repeat the query.
Now, imagine a situation where a company doesn’t have the facility of MS Dynamics CTI connector. A customer has to repeat every detail to the agent because the agent has no data available first-hand. Amid the chaos, customers either wait or abandon the call. In both cases, the contact center metrics would be hampered
Hence, screen pops empower the agent by boosting their productivity levels and delights customers by ensuring a seamless experience. There are different reasons for using screen pops. Next in line, you’ll leaf through those key reasons.
Key Reasons For Using CTI-enabled Screen Pops
Nurture Agent Productivity
CTI Connector eliminates the requirements for the agent to toggle between screens through a screen pop. Since everything is managed on a single window, agents can focus better on addressing the grievance/query of the customer to provide a resolution.
Foster Customer Experience
Screen pops foster the customer-brand relationship as agents can kick off a contextual conversation with customer details available first-hand. Prompt redressal of the query always delights a customer.
As per a report, 72% of customers are willing to subscribe to premium services for a better customer experience. This is a clear indication of why customer experience is above everything.
How Screen Pop is beneficial for Agents?
Happy agents mean delighted customers – Jeff Bezos
Well said, Mr. Bezos. Every business can accomplish numerous benchmarks only if it has delighted agents. A business can delight its agents by equipping them with the right tools/technology to foster better relationships with customers.
But why let agents toil when a CTI connector can do the job for them? Ahead, you’ll skim through some major benefits that empower agents.
Improved FCR: Shorter Calls
The modern customer appreciates immediate redressal of queries. Since they do not like to hold the line for a long time, the calls can be kept short using a Microsoft Dynamics CRM telephony integration.
The screen pop displays the entire call history of the customer and allows the agent to provide an apt solution to the query. This helps in keeping the call short & boosts the FCR.
Consistency in Cross Channel Communication
With Microsoft Dynamics CRM telephony integration, the communication channel doesn’t matter for the agent. The customer’s information can be adeptly delivered with the help of a Microsoft Dynamics CRM Connector even during a live chat. It ensures a seamless customer experience across communication channels.
Conclusion
Without second thoughts, it is clear that the CTI connector can supercharge the potential for MS Dynamics CRM. Owing to its different features, specifically screen pop, it can easily transform the customer experience by boosting metrics like AHT, FCR, and CSAT scores.
NovelVox, being a name with an experience of 15 years, has offered customized integration solutions for different market-leading CRM and third-party apps worldwide.
The company’s product line includes Agent Desktops, Contact Center Wallboards, AI chatbots, and CTI connectors including CTI connectors for MS Dynamics, ServiceNow, Zendesk, Freshdesk, EPIC, HubSpot, etc.
