A screen pop is a call center term that refers to functionality in which a customer information screen automatically "pops" onto an agent's computer screen at the same time the agent answers a call from that customer. It's enabled by computer telephony integration (CTI), which integrates the contact center solution with other business applications such as a CRM, a ticketing or order entry system.
Information included on a screen pop might include customer name and contact information, purchase history, and contact history. This might be taken from a customer relationship management (CRM) system, a help desk application, or any other data source the organization has in place. The system knows which screen pop to present by matching the incoming phone number or data the caller entered in the IVR to the relevant databases.
Screen pops have two primary benefits - improved customer experience and increased agent efficiency. With screen pops, the agent knows the customer right away, can personalize the call, and get right down to business. Customers like to be recognized and receive personalized service, and a screen pop is one way to do this. Additionally, a screen pop eliminates the need for agents to ask for data such as email addresses and account numbers because that's likely included in the screen pop. This saves time, which, over the course of a year, can add up to substantial savings.
