screen pop

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.

• Computer Supported Telephony Applications (CSTA)
• computer telephony (CT)
• Computing Technology Industry Association (CompTIA)
• concatenation
• concentrator
• conditioned circuit
• conditioning
• conductance
• conductor
• conduit
• cone of acceptance
• cone of acceptance
• Confederation of European Posts and Telecommunications (CEPT)
• Confederation of European Posts and Telecommunications (CEPT)
• conference bridge
• conference call
• configuration management
• confirmation
• Conférence Européenne des administrations des Postes et des Télécommunications (CEPT)
• congestion
• congestion management
• conjugate structure algebraic code excited linear prediction (CS-ACELP)
• connection
• connectionless
• Connectionless Broadband Data Service (CBDS)