It's interesting that you reference the IVR specifically in your screen pop question. In addition to providing a view of the IVR menu choices selected by the caller, my company is developing an enhanced IVR application that gives the CSR to get a screen pop when the caller asks a question that the IVR system doesn't understand. The agent can then "guide" the self service system through the screen pop by selecting an appropriate response without picking up the call and directly engaging the customer. The benefit: less time spent on calls that should be handled by a self service app and increased caller satisfaction. They quickly get the information they're looking for without escalation to an agent. If you're interested in discussing this further, please contact me at
jwilliams@unveil.com.