Screenpops and the 'MediaPop'
Screen popping
Screenpops give your agents information about the caller before the call is put through. They are an important element in improving the caller experience - the agents sounds more informed and do not have to ask a string a tedious questions before 'getting down to business'. The latter can save 20s per call, which for a busy call centre is a very real performance boost.
Screenpops are either driven from a CRM database (we are open to most) or via a ContactWorld's proprietary database, ContactManager. This Excel-like spreadsheet can contain around 50,000 records and 15 columns of data - any of which can be popped onto the agents screen. During wrap-up at the end of the call the agent updates the database by directly editing the screenpop - so no database knowledge is required.
As your customer records evolve, you just upload a fresh version or, for bigger organisations that use CRM databases, refresh directly to/from them using SOAP interfaces. ContactWorld has a patented module that allows agents and the CTI system to interact with CRM databases in practically real-time; one that does not involve the agent learning the specifics of database operation. For more on CRM Integration click here.
Beyond the Screen-pop...the MediaPop
The NewVoiceMedia MediaPop delivers screen-pops of information based on a simple spreadsheet of customer data originating from, say Excel...and/or via integration with one or multiple CRM databases such as Sugar, salesforce.com or ciboodle. Users can therefore scale from a small solution for an SME that has just a few thousand customer records to a full blown enterprise which has millions of customers with information held on multiple disparate systems.
Enterprise-wide information at a pop
MediaPop uses an ordinary web browser with multiple tabs of information. The information on each tab is end-user definable. It can scale from basic information such as caller CLID, address and customer reference number to one where each tab is used to present the agent with layers of additional information.
At the simplest level this could be details of previous call history, through spending pattern analysis based on a loyalty card, through geographic mapping and socio-economic analysis found on the ‘open’ web, to sophisticated enterprise-wide searches which trawl inside the corporate firewall for any information held on the caller. The latter, provided in conjunction with our system integration partners, the Sword Group, could include the retrieval of any letters sent from accounts, e-mails sent from customer service, or credit search details held somewhere else. The ability to retrieve information across multiple databases, some of which could be residing in multiple physical or hosted locations, and all with multiple levels of access security...will come as a revelation to even the largest of institutions.
Business Benefits
Trials in the USA showed that this technology typically slashed 20 seconds off a call that would normally last for three minutes. Because agents have more detailed information at their fingertips the chances of resolving the caller’s problem on the first call are radically improved. This dramatic improvement in business efficiency is matched by intangibles such as agent satisfaction and caller experience.