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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.
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