What is Screen Pop?
Screen pop is a computer telephony integration (CTI) function that links incoming calls to a customer database, such as a CRM system.
When a call comes in, the system identifies the customer using data like caller ID, account number, or IVR input.
It then retrieves and displays the customer’s profile, interaction history, and other relevant information on the agent’s screen before or as the call is answered.
In a contact centre environment, screen pop allows agents to greet customers by name, understand the context of their enquiry, and quickly access any past interactions.
This reduces call handling time, improves accuracy, and helps deliver a more consistent service experience.
Typical uses of screen pop in customer service and call centre operations include:
- Providing instant access to customer contact details and account history.
- Displaying previous tickets, orders, or issues for continuity of service.
- Showing prompts for personalised offers or relevant upsell opportunities.
- Reducing the need for customers to repeat information they’ve already provided.
The effectiveness of screen pop depends on integration between telephony systems and data sources.
If the information is outdated or incomplete, it can undermine the customer experience rather than enhance it.
Why Screen Pop Matters
Screen pop improves efficiency, personalisation, and customer satisfaction by ensuring agents have the right information at the right time.
It supports quicker resolutions, reduces customer effort, and enhances the overall quality of service.
Related Terms:
- Computer Telephony Integration (CTI)
- Customer Relationship Management (CRM)
- Interactive Voice Response (IVR)
- Call Routing
- First Contact Resolution (FCR)