CRM data with the call.
CRM data with the call.
ScreenPOP is now a familiar term often used to describe the process of capturing an incoming caller ID and then searching the phone fields in a popular contact management database.
Contact Poping
ScreenPOP will pop on “both” incoming and outgoing calls so that the user is presented with the database record automatically. Not only will it pop the standard contact information, it also enables the user to decide which fields they want to display and the ability to configure their personal settings to display them.
Typically, a user will want to see the caller’s number, company and contact name but they may also want to display an Account Number or unpaid debt indicator.
Mini Task Window
This is probably the most popular method as it is non-intrusive and allows the user to continue what they are doing when a call arrives. The user can see who is calling via a small window that pops up towards the bottom right of the PC screen and can also launch the full contact record by clicking on the contacts name.
Supported CRM’s
GTI ScreenPOP already supports the most commonly used CRM applications but has been designed in a way that allows additional CRM applications or even proprietary database solutions to be integrated quickly and easily.
The second and probably the most commonly recognized method is to pop the contact form supplied with the users CRM application. The contact record from outlook can be popped to the screen so that the user can access/amend the appropriate information during or after the call.
There are now many “proprietary” CRM solutions that are accessed via an internet browser such as Internet Explorer. GTI ScreenPOP has been designed to work with these solutions by providing the ability to launch the users browser and to pass the appropriate call information allowing contact record to be located and displayed.
