eQueue Screen Pops & CTI

eQueue Screen Pops & CTI Performing excellent customer interactions often requires the integration of multiple disparate technology systems. Furthermore, this integration must provide agents with quick and easy screen pop access to the information necessary to anticipate customer needs.

Key Features:

Open Systems

By leveraging open industry integration standards, the eQueue Interfaces allows fast, cost-effective integration with front and back office applications:

Customer Relationship Management (CRM) Solutions
Agent Productivity Tools
Trouble Ticket Management Tools
Workforce Management and Optimization Solutions
Business Process Management Systems
E-commerce Storefronts

Integration Tools

eQueue Interfaces provides pre-configured connectors that can be used to establish tight integration with popular enterprise applications:

Web Services – provide agents with instant screen pops with any web based application
Computer Telephony Integration - dynamically link to existing call center applications using CSTA, TAPI, TSAPI, VERSIT, CT Connect and IBM CallPath
Enterprise Reporting - create custom reports or export critical contact center statistics to popular third party report writing and monitoring tools.
Web Site Integration - link customer chat requests and e-mail forms using HTML and Java scripts.

Expert Assistance When Needed

Bringing over a quarter century of experience in delivering customer contact solutions, our professional developers are available to assist you in the development and delivery of any integration needed.

eQueue Interfaces Key Benefits:

Increase customer satisfaction and improve agent productivity by dynamically incorporating customer data into your service delivery interactions.
Reduce systems integration costs with flexible opne integration options.
Customize contact center performance metrics to align with business reporting needs.