Customer Decision Hub integration in Pega Collections

Your Pega Collections implementation automatically includes Customer Decision Hub to support next-best-action arbitration and serve as an omnichannel hub. However, there are scenarios where you might want to integrate Customer Decision Hub with existing, non-Pega agent desktop solutions. While there are many benefits to implementing the Interaction Portal of Pega Collections with your solutions, it is ultimately just one of the channels available to Customer Decision Hub. With the flexibility of Customer Decision Hub, you can implement it independently of the agent desktop solution. Next-Best-Action Collections supports this use case, and you can integrate your existing agent desktop solution with Customer Decision Hub through a variety of mechanisms:

• Real-Time Containers (Inbound): You can map business issues and groups in Customer Decision Hub to real-time containers, which serve as an API interface between an external system and Customer Decision Hub.

• Events (Outbound): Customer Decision Hub can use the Event Strategy Manager to trigger a next-best-action run and, if needed, deliver the results to an external system. A strategy can create various file types and deliver those files to SFTP or cloud-based systems for pickup and processing. Customer Decision Hub can also integrate with other event-based technologies that the customer may already have in place and listen to real-time streaming data sources to trigger next-best-action runs.

• Scheduling (Outbound): Similar to events, you can set a next-best-action run on a schedule and dictate where to route the results. For example, if a client has an existing email marketing service but uses Customer Decision Hub to determine which customers to engage with and the treatment details, a daily schedule can run a strategy that can identify the target customers and treatments and drop off a CSV file for the email marketing service to pick up and process.