screen pop

A screen pop application delivers an incoming call to an agent, along with data pertaining to the call or caller. For example, a customer with Salesforce.com or another CRM application may use caller id information to lookup the customer’s record in the CRM. The agent is delivered a ‘screen pop’ of the caller’s account via their Salesforce.com web browser. Or, the script for an outbound dialing campaign can populate the agent’s display with information pertaining to the call, the customer, and the campaign.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.