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Language: English
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Glossary

Customer record

A customer record is the screen of customer data an agent sees while talking or chatting with a customer: name, company, account manager, deals, orders, and past inquiries. A good customer record opens before the agent even answers, so they never have to ask who's calling.

Why it mattersThe agent knows right away who's calling and what's happening with their order, with no need to ask.

Also called: Caller card, Customer card, Screen pop

How it works

How it works

On an inbound call, the platform looks up the number in the CRM and other systems and pulls what it finds onto one screen. After the conversation, the outcome, recording, and chat transcript are saved to the same record.

In CONTACT.WORK

How it works in CONTACT.WORK

The record pulls data from connected systems – your CRM, ERP, and booking system – and opens for the agent on a call or a new message in a messaging app.

More

Where to use it

Integrations Connect your CRM and other systems to the customer record Learn more

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Related terms

CRM – customer relationship managementCTI – computer telephony integrationOmnichannel customer service

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Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →