Screen-pop meaning

In a call center, a display of the caller's history and account information, which is "popped" up on screen before the agent answers the call. The caller is identified by caller ID or voice response and matched against a caller database. See ACD.
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A feature of customer contact systems that brings up a customer record or profile on the computer screen of a call center agent as an incoming call from the customer is connected. As the customer call connects to the call center, the automatic call distributor (ACD) receives the calling telephone number through Calling Line Identification (CLID) or Automatic Number Identification (ANI). In the absence of that information, the system can request that the customer enter an account number or some other Personal Identification Number (PIN). The ACD can request a database search to locate the customer's profile and any associated records. If the search is successful, the ACD then coordinates the presentation of the customer records in a screen pop as it connects the telephone call to the agent. See also ACD, ANI, call center, call vectoring, and CLID.
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