Screen pop
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For call centres that provide integration between a telephone system and an agent's PC, a screen pop is used to display information about a call that has just been sent to the call centre agent.
For Inbound calls the data displayed will typically contain information about the call such as the following:
- Caller Line Identification (CLI)
- Automatic number identification (ANI)
- Dialed Number Identification Service (DNIS)
- Information entered from an Interactive voice response (IVR)
- Extended information derived from one of the above. For example, an order number entered using the IVR is used to look up order information from a database, which is then displayed for the agent.
For Outbound call the data displayed will typically contain information that was sent to the outbound dialler as part of the customer call record.
