Customer qualification for Pega Constellation Transition

The following table presents several advantages that a CS app built on Constellation has over an app built on UI KIT:

Although transitioning to Constellation is not mandatory, it represents a strategic advantage that you and your organization might consider pursuing. The following are several indicators that transitioning to Constellation can be right for your organization:

• Your organization needs new Customer Service functionalities, such as supporting emerging business lines or enhancing self-service experiences.
• You have accessibility requirements that you have not achieved in UI Kit.
• You are planning to make use of DX API for native web or mobile self-service experiences.
• You are planning new workflows or transforming old ones to drive productivity gains through improved automation.
• You want to transform your contact center experience to gain efficiencies from an improved UX and Pega GenAI™ features.
• You have other Pega applications built on Constellation and will benefit from a consistent experience.
• You are planning to transform your Customer or interaction experience to improve your CSR and customer experiences.

Before making the decision to transition from UI KIT to Constellation, consider the following:

1. Version Compatibility
   • You must be on Pega Customer Service 25.1
   • All Pega applications must be on release 25.1
2. Digital Messaging
   • Coexistence of Constellation and UI Kit applications is not supported for Digital Messaging.
   • Digital Messaging requires setting up a new instance for the Constellation app.
   • Chat/messaging agents can be transitioned as one group when possible to avoid potential cross application transfers, which is not supported through Coexistence (as above).
3. Knowledge Management and Buddies
   • Customers heavily invested in UI Kit might continue using the UI Kit-based Pega Knowledge Management application because there are essential features that most customers will rely on that do not exist yet in Buddy content creation: 
     1. Templates 
     2. The approver and publisher persona 
     3. Versioning  
   • Buddy content creation can be used to quickly add content into the buddy system to enables buddies to reference that content and fill gaps in their knowledge. 
   • You can add content in the form of text or files to ingest into a buddy and have buddy reference it when asking questions. 
   • Buddy content can also be utilized through the knowledge loader, to ingest content from Confluence and SharePoint. 
   • Customers using UI Kit can, and should, still use Buddy content creation to get familiar with the new way of creating content and for simple use cases.
   • Articles made in buddy content are referred to as KB-XXXX.
   • Articles made in KM UI Kit are referred to as KC-XXXXX.
   • Note on coexistence: Articles that have been configured or suggested for Service Cases in UI-KIT cannot be passed with the case through Coexistence. The case will be available, but any suggested articles will not be passed with the case.
4. Voice AI
   • Voice AI can be implemented in more than one application. Pega does not license Voice AI based on application implementations; instead, it is licensed based on its usage. Depending on the required Voice AI features, the new implementation requires its own configuration.
   • Each application will have its own Voice AI channel, so that case suggestions, knowledge article suggestions, knowledge buddy question detection and, where applicable, form filling, all require separate configuration. Pega GenAI features, such as the Interaction Summary, do not require significant configuration, so are less of a concern during the implementation.
5. Pega Call
   • You must be using a supported CTI vendor. The following is a list of CTI vendors supported out of the box in Constellation:
     1. Cisco Finesse 
     2. Avaya Application Enablement Services (AES) 
     3. Amazon Connect 
     4. Five9 
     5. Genesys Cloud CX 
     6. NICE CXone 
     7. OpenCTI desktop framework – To develop support for implementing non-default CTI connectors. 
        • OpenCTI Client-side integration (release 24.2 only)
        • OpenCTI Embedded UI Integration (supported in release 25.1+)