Screen Pop

What is Screen Pop

A screen pop is a feature that automatically displays relevant customer information on an agent’s screen at the same time a call or chat is routed to them. This information is typically pulled from a CRM system and can include the customer’s name, contact history, and recent purchases. Screen pops are enabled by Computer Telephony Integration (CTI) and are a key feature of modern contact centers. They provide agents with immediate context, enabling them to provide a more personalized and efficient service.