Screen pop

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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:

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[edit]

References[edit]

  1. ^ "What Is Contact Center Screen Pop". NICE. Retrieved 2022-07-29.
  2. ^ "What Is Screen Pop? Screen Pop Definition". Mitel. Retrieved July 29, 2022.{{cite web}}: CS1 maint: url-status (link)