Experience Pop

Improve your performance and productivity in less than a day!

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• Take advantage of existing infrastructure

• Improve agent performance

• Increase Customer Loyalty
   

This innovative approach empowers key members of your contact center

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Call Center Manager

• Custom dashboard display

• Overview of call center operations and status
   

Agent Supervisor

• CTI Screen Pop

• System alert notifications viewed in desktop tray

• Call lookup and tracing displaying CTI messages for all calls
   

Customer Service Representatives

• Custom alert notification enables improved customer service

• Enables first call resolution rates

• Provides Foundation for a repeat call treatment plan
   

Technician

• Near real-time capture of CTI messages for Nortel, Avaya and Aspect

• Low integration cost

• Passive - does not generate CTI traffic

• Continuous monitoring of call center CTI traffic

• Near real-time alerting when error states occur generating e-mails with log file attachments and SNMP alerts

• Reporting on call center status
   

Requirements

• Primas Screen Pop Solutions are installed and operating in the leading ACD vendor solutions

  • Aspect

  • Nortel

  • Avaya

  • Cisco

• CTI services installed and operational

• Custom tailored solutions are available.