Pega Call overview
Pega Call™ provides robust computer telephony integration (CTI) support for multiple vendors including on-premise and cloud implementations. This video shows an integration using Amazon Connect.
When a CSR receives a customer call, the telephony system communicates any available caller information to the CSR’s desktop. The CSR can respond efficiently and effectively, which speeds time to resolution and improves customer satisfaction.
Video
Transcript
This video shows you how Pega Call integrates with a customer’s telephony system to provide agent state management, adaptive screen pops, and an embedded softphone.
First, you add the CTI link and enter the information for the telephony system. You configure a link to your Amazon Connect telephony system. The CTI link includes options to add device capabilities and to process an incoming call. For the purpose of this demo, you use the default settings.
In Dev Studio, you open the Interaction Portal. You log in as Clay Harrison, a CSR. You set the status to available.
A customer call is routed to Clay. He answers the call and the interaction automatically starts. The customer is Sara Connor.
In Pega Call, you configure the interaction and call behaviors to fit your requirements. In this example, Pega Call is configured to begin the interaction automatically and calls are set to answer manually.
Sara called to file a complaint about a late payment fee. Clay starts the Service Case and asks Sara about the details. Pega Call seamlessly integrates the Service Case with the call. Take a moment to look at the softphone. With the softphone the CSR can hold, mute, or end the call. Clay can engage another CSR or send the call back to the queue. In the settings, he can switch between the softphone and a desk phone, or change the supported language. When transferring the call to another CSR, he can attach the customer interaction.
Clay processes the complaint, and because Sara rarely misses a payment, he decides to waive the late fee. Sara asks about a credit card offer she received. Clay responds that his colleague, Steve Smith, can set up the new card. Sara is interested. Clay attaches the interaction and transfers the call to Steve. Steve receives both the call and the interaction. Steve answers the call and Clay hangs up.
Steve processes the new card for Sara.
You have reached the end of this video. You learned how Pega Call integrates with a telephony system to provide an efficient and effective customer service experience.