Elevating Customer Interactions with Contivio's Native Screen Pops

Posted by Sarah Buchanan on 3/7/24 10:21 AM

 With automation becoming increasingly prevalent, the human touch has never been more valuable. This is where Contivio's Screen Pops feature shines. A crucial CRM integration, Screen Pops display the most relevant customer information before the call is even picked up by the agent. This allows agents to answer the call with a more personal touch, even using the caller's name, leading to higher success rates in sales and service interactions.

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Understanding Screen Pops

Screen Pops are not just about displaying caller information; they represent a shift towards providing a more human and relatable service to customers. By leveraging AI and technology, Screen Pops enable agents to connect with customers on a deeper level from the moment the call is received. Imagine a scenario where an agent sees the caller's name, recent interactions, and preferences displayed on their screen before even saying hello. This level of personalization creates a seamless and engaging experience for the customer, fostering trust and loyalty.

Empowering Agents with Personalized Insights

Dean Leipsner from Capitol Scientific emphasizes the significance of Screen Pops in empowering agents with personalized insights. He explains, "Screen pops, absolutely critical... That caller ID pops up, tells me who it is, and now I have all their information automatically shown in NetSuite." This instant access to customer information allows agents to tailor their approach and provide relevant solutions, ultimately driving higher success rates and customer satisfaction.

Margret Smith, from Part Works, adds, "Screen pops were a big part of it. It saves time for our sales team, and really saves time for everybody." Similarly, Jason Curtis from Renew Co states, "We have absolutely a decrease in talk time, mostly thanks to the screen pops."

The Human Touch in a Digital Age

In an era where automation dominates, the human touch has become a rare commodity. However, with Contivio's Screen Pops, businesses can bridge the gap between technology and humanity. Jeff Twitty from ATS Diesel reflects, "With Contivio, it just pops up. You have everything you talked to the customer about, which was a game-changer for us." This sentiment underscores the importance of providing a personalized and human experience in an increasingly digital world.


Contivio's Screen Pops feature represents more than just a CRM integration; it symbolizes a commitment to providing exceptional customer experiences in a digital age. By empowering agents with personalized insights and fostering human connections, Screen Pops enable businesses to differentiate themselves and drive success in today's competitive landscape. As highlighted by our clients, Screen Pops are not just a feature—they're a catalyst for delivering meaningful interactions and building lasting relationships with customers.

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Topics: Contivio Customers

Written by Sarah Buchanan

Sarah Buchanan
Born and raised in the San Francisco Bay Area, Sarah now resides in Orange County, CA with her family. In addition to a strong background in sales and customer success, Sarah has 7 years of call center management experience. Her deep understanding of the crucial requirements for both users and supervisors within a contact center platform sets her apart, making her a valuable asset to the Contivio team.