The term "screen pop" refers to a function in communication and CRM systems in which relevant information about a caller or contact is automatically displayed on the agent's screen at the moment the call or contact is received. The goal is to increase efficiency in customer service or sales by providing contextual information (e.g., customer details, interaction history, open tickets) without requiring manual lookup.
Automatic display of customer data: When a call comes in, the system displays the caller’s name, company, contact history, and other CRM data.
CTI integration: Linking with telephony systems to identify callers and trigger the screen pop.
Contextual display: Shows relevant information depending on the communication channel (phone, chat, email).
Integration with CRM, helpdesk, or ERP: Provides direct access to modules such as support tickets, orders, or invoices.
Communication history: Displays previous calls, interactions, and activities with the contact.
Custom display options: Allows layout and information to be tailored to user roles or departments.
Action shortcuts: Enables agents to perform actions directly from the screen pop, such as creating tickets, setting callbacks, or adding notes.
A call center agent automatically sees the CRM profile of an incoming caller with all relevant customer data.
A service agent starting a live chat sees the customer’s recent support inquiries and current ticket status.
A sales representative receives an overview of open proposals and previous conversations when a customer calls in.
A helpdesk system automatically displays the relevant ticket and communication history during a support call.