Samiksha Jaiswal (Editor)

Screen pop

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Covid-19

In call centers that provide integration between a telephone system and an agent's desktop (see CTI), a screen pop is a window or dialog box that autonomously appears on the desktop, displaying information for a call simultaneously sent to that agent's telephone.

For inbound calls, the data displayed typically contains call information such as:

  • Caller ID (CID)
  • Automatic number identification (ANI)
  • Dialed Number Identification Service (DNIS)
  • Information entered from an Interactive voice response (IVR) system.
  • Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent.
  • For outbound calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record.

    References

    Screen pop Wikipedia


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