What is real-time screen pop in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: real-time screen pop

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: The act of data appearing on an agent's screen when an incoming call alerts. Data is gathered about a customer in the CTI layer via an Interactive Voice Response IVR or Automatic Number Identification ANI and then "pops up" in the appropriate fields such as Call State or DNIS on the agent's screen when the phone rings. Because this data appears at the same time as the incoming call alerts, it is classified as happening in real time.

Smart SAP Assistant

• Key Concepts: 
  Real-time screen pop is a feature of the CRM-CIC Interaction Center WinClient that allows customer service agents to quickly access customer information in real-time. This feature allows agents to quickly access customer data such as contact information, account history, and other relevant data without having to manually search for it. This helps agents provide faster and more efficient customer service. 
  
  How to use it: 
  Real-time screen pop can be enabled in the CRM-CIC Interaction Center WinClient by going to the “Settings” tab and selecting “Real-time Screen Pop”. Once enabled, the feature will automatically display customer data when an agent receives a call from a customer. The agent can then use this data to quickly provide the customer with the information they need. 
  
  Tips & Tricks: 
  When using real-time screen pop, it is important to ensure that all customer data is up-to-date and accurate. This will help ensure that agents are providing customers with the most accurate and up-to-date information possible. Additionally, it is important to ensure that all customer data is kept secure and confidential. 
  
  Related Information: 
  Real-time screen pop is just one of many features available in the CRM-CIC Interaction Center WinClient. Other features include call routing, call recording, and automated call distribution. Additionally, the CRM-CIC Interaction Center WinClient can be integrated with other SAP products such as SAP ERP and SAP CRM for a more comprehensive customer service experience.