Screen pop is a
call centre
A call centre ( Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. ...
term that refers to the feature of a
computer telephony integration (CTI) which automatically displays customer information via a window or dialog box on an agent's computer upon answering a customer's call.
For ''inbound'' calls, the data displayed typically contains call information such as:
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Caller ID
Caller identification (Caller ID) is a telephone service, available in analog and digital telephone systems, including voice over IP (VoIP), that transmits a caller's telephone number to the called party's telephone equipment when the call is ...
(CID)
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Automatic number identification
Automatic number identification (ANI) is a feature of a telecommunications network for automatically determining the origination telephone number on toll calls for billing purposes. Automatic number identification was originally created by the Am ...
(ANI)
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Dialed Number Identification Service Dialed Number Identification Service (DNIS) is a service offered by telecommunications companies to corporate clients which identifies the originally dialed telephone number of an inbound call. The client may use this information for call routing to ...
(DNIS)
* Information entered from an
Interactive voice response
Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telecommunications, IVR allows customers to interact ...
(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.
See also
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Computer telephony integration
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated. The term is predominantly used to describe desktop- ...
References
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Telephone service enhanced features