Auto CRM Screen Pop with Caller ID

In today’s fast-paced and competitive environment, providing customers with outstanding customer service and efficiency in the products that they use the most is of high value. For excellent customer service, businesses’ interaction with their customers must feel personalized, timely, and meet their exact needs.

Advantage 360’s Auto CRM Screen Pop with Caller ID is a new feature of our OSS360 product. This feature automatically accesses relevant customer information from the CRM system when a subscriber calls the customer care center. This process begins with a subscriber with a recognized phone number calling the support line and immediately navigating through the IVR (Integrated Voice Response) system. This IVR system then auto-detects the subscriber’s Caller ID and is routed to a CSR (Call Center Representative), where the subscriber's information can be auto-loaded into OSS360 software and invoke CRM automatically. This allows our customer service representatives to promptly access important information about the caller such as balance, invoice, and service details, allowing them to provide a personalized and seamless customer service experience. This is a large improvement in service, as subscribers’ calls can be answered in a much more efficient manner, eliminating the need for the subscriber to provide any account details and resolve issues swiftly and with ease.

Another key benefit of the Auto CRM Screen Pop with Caller ID integration with OSS360 is that because of the increase in efficiency with CSRs, our customer service representatives can manage more calls with less time wasted gathering account details from subscribers. This improves the overall customer experience to a higher degree as it reduces the need for subscribers to repeat information and reduce hold times, ensuring the best customer service possible. In addition, this new feature reduces CSR staffing requirements as staff can manage a greater number of calls with less staff.

Auto CRM Screen Pop with Caller ID is a very valuable tool for businesses of all sizes to utilize to help improve customer service, increase productivity and in turn drive the growth of sales.

For more information contact your A360 representative or email sales@advantage360.com.