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Pega Customer Service on Constellation

Pega Customer Service 23 introduces a new Interaction Portal based on the Constellation design pattern. The advantages of using the Constellation design pattern are:

  • Fast - Drastically reduced development time. Lightning-fast end user performance.
  • Prescriptive - Prescriptive, multichannel experience for enterprise case workers or self-service users – consistent UX across applications with Accessibility and front-end best practices built in.
  • Extensible - Extend the out-of-the-box UX for advanced application-specific patterns.  Adapt other design systems and front-ends.
  • Lower Total Cost of Ownership - Fast-forward to defining application workflow and logic. Benefit from out-of-the-box UX, frictionless UI upgrades, faster development time, increased learnability, and reduced training.

Anatomy of the Interaction Portal

The Interaction Portal consists of six functional areas as seen in the following screenshot:

The functional areas of the Interaction Portal

The six functional areas are:

  • Navigation bar – Access to email, phone settings, messaging settings, and open interactions.
  • Customer Details – Access to customer information that can be one click or more away for a CSR.
  • Suggestions – Contains suggestions from Next-Best-Action Advisor, Pega Knowledge, deterministic logic, and existing open cases.
  • Action Area – Add and complete cases for a customer.
  • Composites – Summarize information that should be visible to customer service representatives as they conduct an interaction.
  • Utilities and Channels – Access to knowledge content, customer inquiries, and digital messaging.

Coexistence

Coexistence enables you to run your Traditional UI-based cases from the new Interaction Portal that uses coexistence. Coexistence supports incremental adoption of Constellation, as you can use the new Interaction Portal and run your existing cases. It also enables you to align with new use cases and opportunities with the new technology and have a mix of old and new. In the following screenshot, you see an example where a case was started in the UI-Kit app and is now suggested to the CSR in the C11n interaction portal.

A Traditional UI case running in Constellation
Note: For more information, see Coexistence for theme UI Kit service requests

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