SAP CRM 7.0

A Guide to Implementing Screen Pop for the Employee Interaction Center

  • by Glenn Abel, President, Covington Creative, LLC
  • December 8, 2009
The Employee Interaction Center (EIC) provides unique challenges for implementing screen pop, the automated display of a caller's data on the agent's screen. Learn how to overcome them and achieve efficient call handling in your organization’s HR shared services contact center.
Key Concept
Screen pop refers to the automated population of a caller’s information on a contact center agent’s screen. This population occurs at the same time that the agent’s phone rings and is made possible by Computer Telephony Integration (CTI). Screen pop depends on search data that identifies callers, such as the numbers from which they are calling or other information they enter at the request of an interactive voice response (IVR) unit.
An important part of any large company’s human resources optimization strategy is the implementation of an HR shared services contact center to consolidate the handling of employee inquiries and issues. Global corporations may consolidate this information into several strategically placed centers that handle multiple languages and regional- or country-specific issues. For the SAP-enabled organization that needs to implement an HR shared services center, SAP provides the Employee Interaction Center (EIC) for service center agents. When an agent receives a call from an employee, he asks for the employee’s unique identifier (usually a personnel number), enters it into a search field, and brings up the employee’s data. A company can further optimize this process by implementing Computer Telephony Integration (CTI) and screen pop.

Glenn Abel

Glenn Abel is the president of Covington Creative, LLC, and has been working with SAP CRM multi-channel communications for more than 11 years. He has participated in dozens of successful SAP CRM implementations. His certifications include SAP CRM 7.0 and SAP Business Communications Management.

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