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CPM: Channel Services Integration

This course is an intermediate level course designed to teach Customer Process Manager (CPM) architects to integrate CPM with contact center service channels. The course shows students how to configure CPM and PegaCALL to integrate with telephony infrastructure including CTI platforms from Avaya, Cisco and Genesys and use features including soft phone and screenpop. The course also shows students how to configure and use PegaCHAT to provide customer service over chat.


CPM: Fundamentals

This course is a must for any system architect who will be designing and implementing Customer Process Manager (CPM) for their multi-channel contact center. Learn key features and how best to deploy and extend CPM to meet your business objectives.


CPM: Advanced

This course is for system architects who want to deepen their knowledge and skills to design and build customer service applications using Pega Customer Process Manager (CPM) framework. It covers a breadth of topics including creating the application class structure, using external data within CPM and more advanced features such as skins and diagnostic processes.