screen pop

A screen pop is a feature of a computer telephony integration (CTI) application that automatically displays all of the relevant caller and account information on a call center agent's screen during a call.

Caller ID , voice response or an automatic call distributor (ACD) may be used to match the incoming call against a customer database to identify the caller before the connection is made to the agent.

Read more about it at: > This page from Cisco explains how to set up an enterprise screen pop. > SearchCRM.com's Ask the Expert: Call Center technology and metrics > SearchCRM.com offers a call center software topic center

Last updated on: Aug 21, 2006

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