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Course

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.

Course

Implementing Care Management

In this course, participants will learn how to implement a Care Management Application and build out the utilization management program so that it meets site-specific process and connectivity requirements.

Course

Implementing Pega Customer Service for Healthcare

In this course, students learn about implementing Pega Customer Service for Healthcare. Students also learn about the application architecture, the application data model, and the application case types. Students will also get hands on experience extending the application.

Course

Implementing Pega Activities

The Implementing Pega Activities course is designed to for Certified System Architects to enhance their knowledge on creation of activity rules.