What is screen pop? - Definition from WhatIs.com
Part of the Call centers glossary:

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.

This was last updated in August 2006
Posted by: Margaret Rouse

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