Enhanced Screen Pop(ESP™)

TM	ESP™ improves customer satisfaction and reduces call-handling costs up to 25%, by enabling companies to create a hybrid inbound call handling solution – part automation, part live agent - and reducing the amount of time an agent spends on a call.

Enhanced Screen PopSM (ESP™) is Teleperformance's patented, technology-based process that gathers information from callers via Integrated Voice Response (IVR), either through touch-tone or speech recognition and sends the new information, along with the caller's existing record, to a live agent as the call is transferred.

The ESP™ process represents a major breakthrough in customer management technology.

Because much of the information obtained through ESP™ would normally be collected by a live agent, ESP™ reduces the amount of time an agent spends on a call, generates significant savings and enhances the customer experience.

Our ESP™ technology allows the partial automation of calls, even when the caller quickly “zeros out”. This means that there’s a potential to save cost on every call, not just those which are fully automated. In large call centers this can translate into saving thousands of dollars each day and millions of dollars each year.

How does ESP™ work?

Our patented ESP™ process uses automation to:

1. Gather data at the beginning of each call
2. Deliver the call to live agents plus all of the new information in real time as a screen pop.
3. Give a significant head start in the call-handling process and eliminating the need for the CSR to ask the customer to provide the same information all over again.

ESP™ technology can therefore be used to gather and pop information such as the basic details of a new account application, product order, customer service or technical support request and any other information that an agent might need to start serving the customer.

ESP™ Key Features over Traditional IVR and CTI Systems

Traditional use of IVR and CTI	Teleperformance ESP™
IVRs have traditionally been used to provide or push information to customers	ESP™ is used to gather information
IVRs have been an all or nothing proposition – customer needs are either met in the IVR, or they have to start all over with a live person	ESP™ enables a true hybrid solution: part automation and part live agent
When transferred to a live operator, customers have to repeat information they just entered	Customers do not have to repeat any information to the live agent
CTI has been used to pop only pre-existing customer information to live agents	ESP™ pops not only existing info, but brand new information just gathered by an IVR
IVR has primarily been used to automate simple transactions that do not necessarily require a live person	ESP™ enables our clients to apply automation to generate savings on calls that do require a live person

Target Applications for ESP™

Essentially any inbound application where contact center agents typically gather a consistent set of information for each call including:

• Travel/Reservations
• Technical Support
• Credit Applications
• Insurance Claims
• Order Processing
• Customer Service

Contact us to learn more about what ESP™ can do for your business.

ESP™ is the service mark of Teleperformance Interactive’s patented “Enhanced Screen Pop” technology.