Enterprise · Part of Telephony and CTI
CTI screen pop
When an inbound call connects, FrontLine pushes a screen-pop event to the agent's session in real time, so the caller's context is on screen the moment the conversation starts. The event is delivered over Server-Sent Events (SSE) with Redis fan-out, so there is no polling delay and no separate desktop app to keep in sync.
For the operator
The pop fires inside the FrontLine session the agent already works in, so there is no second window to alt-tab to and nothing to reconcile between the phone system and the platform. Because the event travels over SSE with Redis fan-out, it lands at call-connect rather than on a polling timer, which keeps the caller's context in step with the live call. Telephony admins wire the CTI (Computer Telephony Integration: the link that pops customer records on screen as a call connects.) event once at the tenant level, and it then applies to every inbound engagement without per-agent setup. The caller's context arrives automatically at connect, so the agent never has to pause the conversation to look up who is on the line.
Business impact
Context on screen at connect trims the seconds agents spend confirming who is calling, which lowers cost per contact and protects margin on fixed-price client contracts. Agents open every call already oriented, which supports first-contact resolution and the client-facing quality your BPO (Business Process Outsourcing: a firm that runs contact-centre operations on behalf of other brands.) is measured on. Because the pop runs inside FrontLine rather than a bolted-on CTI toolbar, you avoid a separate integration to license, secure, and keep patched. New hires reach the floor faster when caller context arrives automatically instead of being looked up by hand, which shortens ramp and eases the cost of attrition.