Contact Center agents are much more than the “voice of your company”, with each customer contact they build loyalty, trust and business…or not! That is why a company that has built its business around customer advocacy understands that their customer service agents are vitally important information workers; and they need the right information > in real time.
This Customer really gets it! Screen Pop is such a fundamentally valuable investment in a Contact Center and the only reason it has not been added to the majority of Contact Centers in the world is cost. The capital cost of purchasing a CTI Screen Pop solution and the operational cost of continuing to manage the screen pop data has kept Screen Pop off of the Contact Center must-have list for too long. E-MetroTel is changing all that…
The Customer was able to take the E-MetroTel CTI Screen Pop framework tool, and quickly and flexibly add highly customized Screen Pops to address a multitude of needs for various agent skill sets.
By engaging E-MetroTel and deploying our CTI Screen Pop framework, the Customer was able to design and deploy their own custom screen pops; all for a price that was significantly lower than the various quotes received for a basic, one-dimensional screen pop developed by some of the other custom development shops out there.
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