What is a Screen Pop?
A screen pop is a call center term that refers to functionality in which a customer information screen automatically "pops" onto an agent's computer screen at the same time the agent answers a call from that customer. It's enabled by computer telephony integration (CTI), which integrates the contact center solution with other business applications such as a CRM, a ticketing or order entry system.
Information included on a screen pop might include customer name and contact information, purchase history, and contact history. This might be taken from a customer relationship management (CRM) system, a help desk application, or any other data source the organization has in place. The system knows which screen pop to present by matching the incoming phone number or data the caller entered in the IVR against the relevant databases.
Screen pops have two primary benefits - improved customer experience and increased agent efficiency. With screen pops, the agent knows the customer right away, can personalize the call, and get right down to business. Customers like to be recognized and receive personalized service - a screen pop is one way to do this. Additionally, a screen pop eliminates the need for agents to ask for data such as email addresses and account numbers because that's likely included in the screen pop. This saves time which, over the course of a year, can add up to substantial savings.
How NICE can help
Open and accessible APIs make our software easy to integrate with other applications, which means screen pops can be implemented quickly and painlessly.
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.
Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.