A screen pop is a window or dialog containing information that relates to a call. The screen pop typically appears on an agent's workstation before the call is answered.
Any technology, including IVR, ANI, or CTI, that presents corresponding data on the computer screen simultaneously with the incoming call.
In CTI (Computer-Telephony Integration) applications, causing a computer to display information about the call at the same time as the CSR answers the call.
a window which appears on an agents screen providing information on the call being placed. Can also provide information on a range of subjects.
Synchronization of the appropriate screen populated with the right customer data from a legacy system to match the incoming call presented to the agent.
A method of delivering a screen of information to a telephone operator at the same time a telephone call is delivered. This is accomplished by a complex chain of tasks that include identifying the calling party number, using that information to access a local or remote ORACLE database, and pulling a form full of information from the database using an ORACLE database utility package.
Applications that are able to convey information on a caller, such as their identity or previous correspondence, based on telephone events. Examples are the ability to show a caller's identity prior to answering their call based on their CLI (Calling Line ID) or the DDI (Direct Dial Inward) number they dialled. Such applications include integration to a database from which the caller match may be performed.
A CTI capability. Callers' records are automatically retrieved (based on ANI or digits entered into the VRU) and delivered to agents, along with the calls.
For call centre solutions that provide integration between a phone system and a PC, a screen pop is used to display information about a call that has just been sent to a call centre agent.