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 ?
Screen Pop Premium leverages the existing CRM solution and helps manage customer data effectively, improve team collaboration and increases "One-Call" resolution.
Being built on the Chrome browser allows incoming calls to be displayed in screen pops regardless of where the users are in regard to their desktop environment.
Global Connect's Hello Connect connects all live answers instantly to the collection floor, identifying the debtor through the agent whisper or screen pop.
Envox PhoneLink is a leading-edge product that takes a traditional CRM solution and enables it with click-to-dial, screen pop and other telephony capabilities.
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
Automated screen pops, with vital Microsoft Dynamics CRM customer records, are pushed to the agent desktop to help provide more streamlined contact handling and more personalized customer service.
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.
The built-in CTI and native IVR capabilities fulfill that need by giving us functions such as screen pop, skills based routing, data directed call routing, call back and voice mail as routed contacts," said John Combs, senior vice president, Trover.
An information screen pop opens at the agent workstation with the customer history, using information gathered from the IVR and our databases.