Business VoIP Providers Bring Efficiency with Screen Pops
September 11, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
Remember pop-up ads that were popular when we first discovered how much fun we could have on the Information Superhighway? They were annoying, but we at first accepted them as a normal and interesting part of the experience. Then Internet Explorer offered us the opportunity to block those ads and we realized how much we liked the clean viewing experience. Is there ever a situation where the pop-ups are welcomed?
For business VoIP providers, pop-ups take on a whole new meaning. These aren’t the annoying interruptions of the 1990s Internet user. Instead, they are a critical tool that increases efficiency in business communications – especially in the call center. Referred to instead as screen-pops, this technology allows for deep integration between e-mail, Web pages and Customer Relationship Management (CRM) programs.
Screen-pops from companies like IPitomy (News - Alert) allow for increased efficiency in business communications as customer database records are available automatically when a customer call is answered by an agent in the call center. The robust and simple software program integrates the IPitomy VoIP telephone system with Web-based CRM programs, allowing customer records to “pop” on the screen.
Why does this matter, other than making it easy on the customer service representative? According to Forbes, companies that fully utilize CRM systems can increase sales by 29 percent. Business VoIP providers, like IPitomy, deliver more value for their clients when VoIP systems fully integrate with these programs. For instance, the company’s Q-Manager call presence software integrates well with salesforce.com and Sugar CRM, allowing the client database entry to pop on the screen when a client calls into the system.
Florists using the Pure IP-PBX (News - Alert) from IPitomy make use of the Q-Manager to interface with FTD and Teleflora order entry software. When clients call in, their information is instantly available on the screen, allowing the customer service rep to enter the order quickly. As a result, these florists can handle more orders throughout the day, especially during busier times of the year. It also allows the florist to handle more calls with fewer customer service reps as it eliminates the manual process of having to access the CRM separately.
“Our business runs so much more smoothly with the screen pop software” shared Art Conforti, owner of Beneva Flowers and Gifts, in a statement. “Our sales agents can now answer inbound calls without having to enter in anything but the order; before they had to spend a little extra time entering in the caller’s phone number.”
As an increasing number of companies adopt the browser-based approach to managing customer calls, screen pop integration will be a key tool in improving efficiency and delivering a better customer experience.
Edited by Rachel Ramsey