Managed Contact Center / Agent Tools

Screen Pop of Caller Info

A screen pop automatically displays a caller’s information — name, account history, recent interactions — on an agent’s screen the moment a call arrives, before they even pick up.

Why does this actually improve the customer’s experience?

Nothing frustrates a customer more than repeating their account number or issue to someone who has no idea who they are. A screen pop means the agent already has context, so the conversation can start with “I see you called about X last week” instead of “Can I get your account number?”

Where does the caller information come from?

We pull it from wherever you keep customer data — your CRM (Customer Relationship Management software — see Glossary), helpdesk, or a connected database — and match it automatically to the incoming number. See CRM Integrations for how you set up that connection.

What happens if the caller isn’t a recognized contact?

You can configure the system to automatically create a new contact record, so it properly logs even first-time callers for next time, instead of letting them fall through the cracks.

Does this work for chat and digital messages too, or just phone calls?

Yes — the same automatic contact-matching applies to live chat, SMS, and other digital channels, so agents get the same context regardless of how the customer reached out.

Does the agent’s computer need any special software?

No — the screen pop appears directly in the Unified Agent Workspace agents already use, with no separate app or browser plugin required.