How to Use MS Dynamics 365 CRM Online for Agent Screen Pop (CTI integration)

One of the most important aspects of MS Dynamics 365 CRM CTI integration is the ScreenPop feature. What’s ScreenPop? It’s a feature that brings up all the relevant information about the customer on the agents’ screen as soon as the agent connects with them.

On paper, ScreenPop does not seem to be that much of a factor. Nevertheless, Microsoft Dynamics 365 CRM Integration with CTI Connector helps save time. And in a contact center environment, time is money. Therefore, the Screen Pop feature goes beyond being a convenient feature.

So How Does ScreenPop Work?

Let’s take a look:

Contact centers receive a lot of calls on a daily basis and even the smallest inefficiencies in handling those calls can add up.

One of the most common pain points is the time it takes for an agent to resolve a customer query. Every time an agent connects with a customer, they not only have to ask the customer about their personal details, they also have to jump through various windows to tally the information they have received and find more about the customer’s purchase history and other information. Agents can then use this information to lead a contextual conversation with the customer.

The time it takes agents to find the information while the customer is most likely put on hold is what usually becomes the bane of contact center operations. It doesn’t have to be like this. And with Microsoft Dynamics 365 CRM CTI Integration, it can be helped.

CTI integration helps bring two main features to Microsoft Dynamics CRM: Click to Dial and Screen Pop. Click to Dial, as the name suggests, allows agents to dial numbers and connect with customers with a single click.

ScreenPop, as we have already discussed, brings up customer information to the agents screen instantly.

In this blog, we will specifically be focusing on ScreenPop and how you can make the most of it with Microsoft Dynamics 365 CRM.

The ScreenPop feature is triggered as soon as an agent makes or receives a call. And when it is triggered it brings all the relevant information about the customer right on the agent’s screen. This saves agents time and effort that they would have to invest in jumping from one screen to another.

It also gives the agent the confidence to lead the call with efficiency and context.

On the customers’ front, Microsoft Dynamics 365 CRM CTI integration adds value too. For instance, without a CTI integration in place, the customer might have to repeat themselves every time they connect with a representative and reiterate the issue they are facing. Not to mention, having to be put on hold is something that no customer wants to experience.

So, with ScreenPop, agents don’t have to ask the customer about their basic information or put them on hold to secure their purchase history and whatnot. All of this information is delivered to the agent as soon as the call connects. Therefore, agents can be ready to help the customer even before they have picked up the call.

How Does ScreenPop Help Agent Productivity?

The primary function of ScreenPop is to improve agent productivity. Here’s how it does that:

⦿ Reduces Average Handling Time:

When agents have access to all the customer information they need at the beginning of every call, they are more likely to deliver effective and well-rounded customer service within a minimum amount of time. This directly translates to reduced Average Handling Time.

⦿ Improved First Call Resolution:

Another effect of ScreenPop comes down to the improvement of First Call Resolution, which is one of the most important KPI in contact centers. When agents are well-informed, they are confident and more likely to resolve queries in the first go.

⦿ Higher Customer Satisfaction:

It goes without saying that when customers are greeted well on calls and their issues are resolved faster, they are more satisfied with your services and more likely to continue doing business with you.

⦿ Cost Efficiency:

Enhanced efficiency means agents can take on more tasks and resolve more issues faster. This, in turn, cuts down operational costs while optimizing resources and agent time.

Conclusion

There you have it, a brief guide on ScreenPop and how it can be beneficial for agent productivity and overall operational cost for contact centers. ScreenPop is enabled with the help of CTI integration. Besides ScreenPop, CTI integration brings a lot more to the contact center environment, helping agents deliver impeccable customer service all day.

If you are looking for more information on ScreenPop or assessing the best CTI connector for your needs, you can reach out to us at marketing@novelvox.com.