OpenScape Contact Center Screen Pop API is a programmable interface that triggers real-time “screen pops” on an agent’s desktop whenever a customer interaction is offered, answered, transferred, or completed. It passes rich context such as caller ID/ANI, dialed number/DNIS, queue or skill, interaction IDs, IVR-collected data, and custom attributes, allowing you to automatically open the right record or workflow in your CRM, service desk, knowledge base, or custom application. The API supports rule-based pops per queue, campaign, or agent group, URL or application launches with parameter mapping, and event-driven integrations across voice and digital channels. By eliminating manual lookups and presenting the right information at the right time, it helps reduce handle time, improve first-contact resolution, and deliver a more personalized customer experience.
OpenScape Contact Center Screen Pop API is developed by Unify Software and Solutions GmbH & Co. KG.. The most popular version of this product among our users is 9.3.
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