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screen pop |
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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. How to thank TFD for its existence? Tell a friend about us, add a link to this page, add the site to iGoogle, or visit webmaster's page for free fun content. |
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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. With the NuContact Center's IP-based, software-only infrastructure, the contact routing software can easily link directly to CRM databases and "pop" the information as a screen pop on the agent desktop. Caller ID (automatic number identification or ANI) and data collected through integrated interactive voice response (IVR) capabilities of the HiPath ProCenter portfolio are used to trigger the most appropriate screen pop for an existing or new customer, including contact, lead, case numbers and account information. |
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