Mitel Contact Center Screen Pop

Contact Center Screen Pop displays caller and account information based on incoming call parameters. With Mitel Intelligent Queue verified collected digits, Contact Center Screen Pop can also display caller entered digits, such as account numbers. The caller avoids having to repeat information, and the employee has pertinent information at hand to provide efficient service. Contact Center Screen Pop can work with any data source to launch applications or Web pages when calls arrive. When integrated with a third-party application or Web page, Contact Center Screen Pop can launch database information and forms, so employees can readily verify and update records. This reduces the cost per interaction and improves service levels.

Contact Center Screen Pop enables you to:

• Identify callers by their name, ANI, DNIS, and by digits they enter, such as account numbers
• Retain caller identification information when calls are transferred between employees
• View a trace report web page that details customer call history for the past week
• Leverage your existing customer relationship management (CRM) database and view records in a CRM database upon call arrival. Mitel Contact Center Solutions have been integrated with most market leading CRM solutions, and have integration plug-ins available for SalesForce.Com® and Microsoft® Dynamics CRM
• Create a Microsoft® Outlook® contact journal entry

Benefits
Contact Center Screen Pop provides you with the tools to:

• Provide prompt, informed service
• Surpass service level goals and increase customer satisfaction
• Tap into the knowledge gained by employees who previously assisted particular callers
• Optimize your return on investment
• Provide a unified ACD employee desktop experience

For information on product and application interoperability, please contact your nearest Mitel office.

• Contact Center ScreenPop Data Sheet (PDF 825KB)
• Mitel Contact Center Solutions Overview - English (PDF 399KB)