Screen Popping
Identifying a customer before a call gets answered and
using that information to automatically find and load their contact
details is one of the primary requirements of computer telephony
integration. Automating this process vastly reduces the
amount of time your employees spend finding out who a customer is
and instead means they can get straight to helping the customer
with their enquiry.
Caller ID Screen Popping
The simplest way of identifying a customer and screen popping
their details is using their caller ID. Phone Client supports
screen popping with caller ID out of the box on the following
platforms:
- AS400/iSeries (Keystroke Macro)
- Goldmine
- Gold Vision
- Logical Office
- Maximizer
- Microsoft Applications:
-
- Internet Explorer
- Outlook
- Access
- Dynamics CRM
- Dynamics NAVISION
- Windows address book
- SQL Database via ODBC
- OfficeTalk
- Sage
-
- ACT!
- Sage CRM
- SalesLogix CRM
- Salesforce.com
- Sugar CRM
- Tigerpaw CRM
For a full list of features and version support and
integration compatibility please look here
Setting up screen popping with any of these applications is a
simple process once Phone Client is installed. A professional license is required to
use the Phone Client screen popping features.
For screen popping applications that have been written
internally, Xarios offers a TAPI driver
or APIs to enable screen popping and call control to be implemented directly
from the application.
If you have an application that is not listed above and are
interested in screen popping or any other type of integration then
please send an enquiry through to our support team.
Screen Popping without Caller ID
If a customer doesn't present a caller ID or the caller ID
cannot be guaranteed to uniquely identify them then the customer
can be prompted for an order number or account number which can
then be used to perform the screen pop.
This functionality cannot be implemented by Phone Client alone,
it uses an off the shelf Xarios IVR solution
to collect the data and pass it to Phone Client.