Four automatic Screen Pops come standard out of the box, making the Promero CTI solution unparalleled in the industry for Service Cloud users:

INBOUND CALL NEW INCIDENT

Automatically match Caller ID, display the Contact information, open a new Incident and insert a Task for the call. All during the initial ring and without a single mouse click. If multiple Contacts match the Caller ID, a double click from the name list will automate all of the above.

INBOUND CALL EXISTING INCIDENT

The Incident ID is entered by the caller using their telephone keypad, Incident is automatically looked up, Contact information is displayed, the Incident is displayed and a new Task is inserted into the Incident. All during the initial ring and without a single mouse click.

INBOUND CALL GENERAL

Automatically match Caller ID and display the Contact information during the initial ring and without a single mouse click. If multiple Contacts match the Caller ID, a double click from the name list will pop the Contact record.

OUTBOUND CALL

Automatically match the phone number and display the Contact information during the initial ring and without a single mouse click. If multiple Contacts match the phone number, a double click from the name list will pop the Contact record.

The Promero Cloud Call Center delivers customer interactions to a unified queue so the agent has comprehensive access to customer interaction lifecycle and work tasks. It also increases agent productivity and effectiveness which boosts overall contact center performance.

Customers expect to speak to an agent who has the complete activity of their interaction with the organization. You can maximize customer satisfaction from customers as a result of having instant access to their history and fulfilling their needs. The Promero solution integrates seamlessly into your business environment and connects Oracle Service Cloud with your contact center, giving agents a complete life-cycle view of the customer.