Better call resolution - Screen-pop relevant CRM records provide your agents with the customer information they need, improving their ability to positively resolve the call.

Improved call control (answer, conference, transfer, etc.)  using centralised customer details directly from Outlook / Lotus notes, your agents will benefit from having more control over a call.

More consistent customer information - Screen-pop Outlook contact details means your agents always have access to consistent customer information, regardless of their location.

Faster resolution – Resolution takes place faster because all the customer information your agents need is presented in a way that uniquely suits your business.

Better sharing of data between applications, technology, and people - Such data sharing enables applications to share call and customer details as your customer transitions between systems. For example, a customer might start in an IVR, transition to a contact centre agent, and be transferred to a non-contact centre experts and back again. Throughout this process, their information is retained and passed along with the call.