Mission
Pega Call
6 Módulos
2 h 25 min
Learn how Pega Call™ ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless customer experience. Pega Call links a CTI platform with the Pega desktop, embedding a softphone to create a single, unified user experience. A Customer Service Representative (CSR) using Pega Call receives contextual screen pops, simplified call controls, and an event-driven architecture that automates workflows. Pega Call reduces handle times, improves the CSR experience, and ensures that every customer conversation is both personal and efficient.
Disponível na seguinte missão:
Pega Call introduction
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Module
Pega Call introduction
3 Tópicos
25 min
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Many customers still prefer to speak with an agent because they believe it helps them get to resolution faster. Customers expect a seamless experience...
Configuring a CTI Link
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Module
Configuring a CTI Link
2 Tópicos
15 min
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The Pega Call™ CTI Link is the interface between the Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link configuration...
User device capabilities
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Module
User device capabilities
2 Tópicos
20 min
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A CSR logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the telephony controls and how you can...
Call treatment settings
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Module
Call treatment settings
2 Tópicos
20 min
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Settings for basic call behavior are saved in a call treatment, which determines how an incoming call is handled on the CSR’s desktop The call...
Call transfers
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Module
Call transfers
4 Tópicos
25 min
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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...
Screen pops
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Module
Screen pops
2 Tópicos
15 min
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Learn how to use screen pops to provide a summary of information to agents when a call arrives.
