Glossary: 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.