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.
Convergys' speech solutions utilizing SpeechCycle applications also take advantage of billing and contact center systems to optimize and personalize the caller experience and to seamlessly integrate with an agent when required through screen pop technology.
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.
Productivity increases -- as much as 9 agent FTEs and $270,000 per year in cost savings by: 1) handling 87% of tracking and 90% of billing calls with self-service, 2) shaving 33 seconds off of each call with a screen pop, and 3) handling 11% of bookings through email, offloading peak call volume
Call centers reap the benefits of a screen pop without installing expensive CTI hardware and software at each service delivery location.
An entry level single site voice only version with ACD functionality, transactional IVR, basic reporting, and the ability to integrate third-party databases for screen pop and data directed call routing;
Instead, MetTel selected inContact on-demand services, supplementing the functionality of their existing PBX with intelligent network services that met their requirements for database integration, screen pop support, tracking, monitoring, recording and remote office support.
This release of the XTAPI Server expands capabilities across multiple switching platforms, combining Integrated Voice Response (IVR), Data Driven Call Routing, and Screen Pop.