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Pega Call

6 Modules

2 hrs 40 mins

Visible to all users
Advanced Pega Customer Service 8.4 English

Learn how Pega Call ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless customer experience.

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  • Module

    Pega Call introduction

    3 Topics

    25 mins

  • Many customers still prefer to speak with an agent because they believe it helps them get to resolution faster. Customers expect a seamless experience...

  • Module

    Configuring a CTI Link

    2 Topics

    15 mins

  • The Pega Call™ CTI Link is the interface between the Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link configuration...

  • Module

    Configuring Pega Call

    4 Topics

    45 mins

  • The Pega Call configuration wizard guides you through connecting your telephony system to Pega Customer Service. This module describes the settings...

  • Module

    Telephony controls

    2 Topics

    20 mins

  • A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...

  • Module

    Call transfers

    2 Topics

    15 mins

  • Learn about the different types of transfers available in Pega Call and how you can transfer a call from one agent to another in the Interaction...

  • Module

    Screen pops

    2 Topics

    15 mins

  • Learn how to use screen pops to provide a summary of information to agents when a call arrives.

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