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      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 to 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, and 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 is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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