Unified Agent Desktop Solution for Call Centers

• A unified agent-desktop solution that “pops” a color-coded, historical view of each customer’s interactions—phone, email, chat—directly onto the agent’s screen.
• Helps agents follow the customer’s omni-channel journey and address repeat contacts immediately.
• Deployable as a standalone browser pop-up or embedded within any existing agent desktop.

• “Welcome Back” feature greets repeat callers by name and routes them to their last agent or department.
• Instant visibility into past interactions reduces handle times and repeated explanations.
• Personalized service fosters loyalty and drives higher satisfaction scores.

• Faster resolution with all prior data readily available.
• Less time spent toggling between systems or searching histories.
• Simplified workflow leads to higher morale and reduced errors.

• A lightweight, URL-based pop-up that activates on incoming interactions.
• Displays caller history with timestamps, durations, queue details, agents previously involved, and contact types.
• Red border alerts indicate same-day return calls.

• Seamlessly integrates as a third panel alongside current activities and the live interaction window.
• Agents get real-time updates on omni-channel communications plus a live “Customer Activities” feed.
• Offers deeper integration and controls—filters, search, and direct CRM writes—than a browser pop-up.

• Any contact-center platform or CRM that supports web-services or browser embedding.
• Works with leading telephony, email, chat, and SMS providers via standardized APIs.

• Most clients see full deployment in less than a day.
• Minimal configuration—simply point to your interaction records, set up routing rules, and customize the color-coding thresholds.

• E-POP’s intuitive UI minimizes training time—agents are productive from day one.
• Routine updates and support are handled remotely; no on-site downtime required.