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Screen pop is a feature that displays enhanced caller information to a call center agent. It can surface relevant information such as account numbers, purchases, and helpdesk tickets.
When an agent receives an inbound call, a pop-up appears with rich customer insights. For screen pop to show customer information on an agent's screen, the phone system pulls the data from a CRM.
Screen pop is also known as CTI pop, call pop-ups, and automatic screen pops. This call center technology is now available for businesses of all sizes.
Knowing more about inbound calls helps your team confidently serve customers. Screen pop helps you:
Delight customers. Provide a remarkable customer experience and greet callers by name or account.
Save time. Instantly view customer information for incoming calls without wasting time.
Be informed. See real-time customer sentiment the moment your phone rings.
Reduce call time. Increase customer satisfaction without asking callers to repeat themselves.
An ACD is used to route incoming phone calls to many call center agents. It's a primary function of call center software.
CTI is the underlying technology that manages phone calls with software. It's how people can accept and transfer calls using computers.
ANI is used to provide data about a caller such as their phone number for a PBX or cloud phone system to display.
CRM software centralizes data about your customers, leads, and accounts. It's how your employees log every customer interaction.
Screen pop is a window that contains customer data that complements caller ID. It displays relevant information on your screen on every incoming call.
Caller ID is the telephone number provided by a caller. Unlike ANI, it might also include a caller's name or company name.
Screen pop is a powerful VoIP feature that displays relevant caller information about a customer when they call your company. Examples of this information include account value, customer satisfaction, and recent purchases.
Screen pop helps companies deliver a personalized customer experience and save time. Call center agents can see a pop-up with account information based on their CRM integration.
Phone systems that offer a screen pop use data provided from an integrated CRM. The phone system sources information from the CRM for any relevant customer or prospect information.
If customer information isn’t available from your CRM software, your VoIP phone system will surface details like name and number.
The technology behind screen pops is based on the ANI (Caller ID) passed along through your phone system. If people call using a different phone number, you can instantly associate it with your call center software.
Screen pop can save you time and improve your customer satisfaction. Your reps can see the most vital information about your customer the second they call in. It helps your team access the relevant information to serve customers and prospects.
Screen pop lets you tailor the conversation the instant your phone rings. It’s a powerful tool for lawyers, insurance agents, and real estate professionals. Likewise, your customer service team will speed up their resolution time.
Historically, screen pop required expensive, cost-prohibitive hardware and software. Now, employees can work anywhere thanks to softphones and cloud-based phone service. You don't even need a contact center to enjoy screen pop.
Yes, Nextiva offers a powerful screen pop feature named Call Pop. Unlike other CTI screen pop solutions, it requires no extra software or hardware to display customer information.
If you have a separate CRM, you can inquire about our built-in CRM integrations for your team. It's a great way to improve your customer experience and team productivity.
Besides screen pop, Nextiva provides an entire suite of VoIP solutions including call center software, Interactive Voice Response (IVR), call recording, team collaboration, and more.
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