UC-321
Agent Screen-Pop & Voice-to-CRM Capture
Brings the whole customer onto one screen the moment a call connects, and writes the spoken outcome back to the record after one check.
TBDBuild Duration
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The Challenge
A caller juggles several windows to work out who the customer is, then types up notes afterwards. Records go stale because updating them competes with taking the next call.
How It Works
- Takes a connect signal from the phone system and assembles holdings, history and open items.
- Surfaces the offer most likely to suit this customer alongside the reason it was suggested.
- Writes the spoken call outcome into the record after a one-tap confirmation from the caller.
What It Removes
- Several windows opened to identify one caller
- Post-call notes typed between conversations
- Offers picked from habit rather than from fit
Input Data RequirementsTelephony connect event, customer records and call history, permission to write call outcomes back, one pilot calling team
Output FormatSingle screen with the customer's full picture at connect, offer suggestion, spoken outcomes written to record on confirmation, time-saved view
“The customer's whole story is on the screen before I say hello, and the note writes itself when I hang up.”