Screen pop is a call centre term that refers to the feature of a computer telephony integration (CTI) which automatically displays customer information via a window or dialog box on an agent's computer upon answering a customer's call.[1][2]
For inbound calls, the data displayed typically contains call information such as:
Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent.
For outbound calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record.
^"What Is Contact Center Screen Pop". NICE. Retrieved 2022-07-29.
^"What Is Screen Pop? Screen Pop Definition". Mitel. Retrieved July 29, 2022.
April 11, 2024
screen, this, article, needs, additional, citations, verification, please, help, improve, this, article, adding, citations, reliable, sources, unsourced, material, challenged, removed, find, sources, news, newspapers, books, scholar, jstor, july, 2022, learn, . This article needs additional citations for verification Please help improve this article by adding citations to reliable sources Unsourced material may be challenged and removed Find sources Screen pop news newspapers books scholar JSTOR July 2022 Learn how and when to remove this template message Screen pop is a call centre term that refers to the feature of a computer telephony integration CTI which automatically displays customer information via a window or dialog box on an agent s computer upon answering a customer s call 1 2 For inbound calls the data displayed typically contains call information such as Caller ID CID Automatic number identification ANI Dialed Number Identification Service DNIS Information entered from an Interactive voice response IVR system Extended information derived from one of the above For example the CTI system looking up in a database an order the caller just entered in an IVR and displaying that order s information to the agent For outbound calls the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record See also editComputer telephony integrationReferences edit What Is Contact Center Screen Pop NICE Retrieved 2022 07 29 What Is Screen Pop Screen Pop Definition Mitel Retrieved July 29 2022 Retrieved from https en wikipedia org w index php title Screen pop amp oldid 1177445421, wikipedia, wiki, book, books, library,
