screen pop


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screen pop

In a call center, a display of the caller's history and account information, which is "popped" up on screen before the agent answers the call. The caller is identified by caller ID or voice response and matched against a caller database. See ACD.
References in periodicals archive ?
Incorporating Screen Pop Premium (SPP) into the power users work flow will immediately enhance and improve their organization and better utilize their time, said Chris Herring, CEO of CI.
Screen Pop Connect - Global Connect's Screen Pop Connect feature allows agents to receive a simultaneous screen pop containing information such as debtor name and account number as a call is transferred to their work station.
Functionality such as this offers greater efficiency by enabling users to dial out of Tigerpaw's Business Suite, as well as providing screen pop capabilities for incoming phone calls.