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Pega Call overview

Introduction

When agents receive customer service calls, the telephony system must communicate with the Pega Customer Service application. Any available caller information must seamlessly transfer to the agent’s desktop. This communication empowers the agent to respond efficiently and effectively, which speeds time to resolution and improves customer satisfaction.

Video

Transcript

Welcome to the video overview of Pega Call.

Pega Call™ provides robust computer telephony integration support, including adaptive screen pops, desktop telephony controls, and integrated data transfer.

In this video, I will show you how agent state management, screen pop, softphone, and voice data transfer work.

In this scenario, agent John Smith is taking a lunch break and therefore is unavailable, as you can see from the agent state on the softphone.

After the lunch break, John Smith auto-ins to make himself available and is ready to receive calls, as indicated by the green checkmark next to the phone icon.

Now, a customer calls and is routed to John.

On the screen pop, John can see at a glance that it is Sara Conner who is calling.

John accepts her interaction, and the call is answered.

Pega Call allows you to configure the interaction and call behaviors so that you can set them to fit your requirements.

In this example, I set up the Pega Call so that the interaction starts when agent accepts them via screen pops and calls get automatically answered after the interaction starts.

Let’s pause for a moment to take a look at the softphone.

As you can see here, John has three concurrent calls enabled.

And one of them is in progress because he is on the call with Sara.

The softphone also allows John to hold or drop the call, or engage another agent through a consult, blind transfer, conference, and warm transfer features.

Sara called to file a complaint about an overdraft fee.

Based on the conversation, John decides to escalate the issue to his supervisor.

When John transfers a call, he has two options: blind transfer and warm transfer.

Blind transfer puts the customer in queue for the other agent, whereas warm transfer lets the agent perform a debrief and handoff with the other agent before the call gets is transferred.

John decides to do a warm transfer to explain the situation.

Please note that you can set up a phonebook and individual agent level, the team level, and the site level so that the agents don’t need to memorize the extensions.

Now, see what happens to John’s supervisor interaction portal overview.

Jane Doe gets a screen pop showing the customer’s name and the reason for the transfer.

Jane accepts her interaction and gets a debrief from John.

She can also view the interaction summary on the interaction portal.

After the debrief, John completes the transfer, and now Jane interacts with Sara.

Jane picks up exactly where John left off to complete the case for Sara.

Sara hangs up after she is confident that the case will be resolved, and James wraps up the case until the next call arrives.

Alternatively, Jane can put herself to an after-work state so that she can have some extra time to complete the after-call work.

I hope you enjoyed the overview of Pega Call.

Thank you for watching.

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