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Screen Pop
PacificEast has assembled the only system in North America that includes data from ALL the best
directory assistance and private number repositories. PacificEast has the only line of screen pop
products that cover both the United States and Canada. Our products will tell you:
- who is calling
- where the call is coming from
- which carrier they are using
- what kind of number is calling (landline, wireless, VoIP, etc.)
A Screen Pop is a specialized real-time information set used by automated systems to pre-populate a
screen of information for a person. They are typically used in an inbound call-handling environment
where a call is received by an Interactive Voice Response unit (IVR) or routed to an operator by an ACD (Automatic
Call Distributor). The screen pop protocol uses the calling number to query a database for any information on file
related to that specific calling number.
Good quality Screen Pop services can often provide enough high-quality information that your ACD and IVR may be able to
properly process your customer's request without ever routing the call to an operator. Since human
operator time is one of the biggest cost factors in a call center, the more often a call is routed to
an operator, the greater the call center's costs. So the quality of a call center's source for
customer data has a direct and considerable effect on data center costs.
Getting a high quality instantaneous data feed from PacificEast means your operators will spend as
little time as possible doing data entry.
The phone records used for this product are restricted from use for marketing activities.
But if your call center is trying to route calls, prevent fraud, reduce data entry errors or
validate the caller's identity, we can help you plug this information directly into your systems.
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