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 ?
CI Inc., is a software IVR manufacturer, Inbound, Outbound and Custom CTI Applications, IP Phone Applications, Screen Pop Applications and mobility solutions for Cloud and Premise based contact centers.
The problem is I get a whole screen pop up ads on my home screen every once in a while.
Related Salesforce data objects are populated in the client drop-down list, based on screen pop or agent navigation.
skills-based routing, prioritised calls and automatic screen pop. Lastly, the
The system's adaptive-understanding technology works by taking any utterance the ASR engine fails to understand and sending it to an actual person, along with a screen pop of most likely matches.
CI (Computer Instruments Inc.) has released 2.0 of Screen Pop Premium (SPP).
When 911 is dialed, a screen pop instantly appears on the security desk monitor and provides personnel with the caller's name, callback number, and precise location information.
Enhanced agent workstations with screen pop integration--a feature of a computer telephony integration application that automatically displays all of the relevant caller and account information on a call center agent's screen during a call.
As the clutter led to longer call times and issues with first-call resolution (FCR), PGAC's growth drove a search for ease of use: computer-telephony integration (CTI) with screen pop to let agents better navigate the applications and reduce average handle time (AHT).Performance-based agent compensation required analytics to measure customer satisfaction.
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.
As for the future, Stevens says the company is further developing CIC's automation application, and is specifically seeking more focused and accurate screen pop information to help its operators get more involved in customer issues.