Mission
Pega Call
Archived
6 Modules
2 hrs 45 mins
Learn how Pega Call ensures that your customer service application communicates with computer-telephony integration (CTI) systems for a seamless customer experience.
Pega Call introduction
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Module
Pega Call introduction
3 Topics
25 mins
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Many customers still prefer to speak with an agent because they believe it helps them get to resolution faster. Customers expect a seamless experience...
Configuring a CTI Link
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Module
Configuring a CTI Link
2 Topics
15 mins
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The Pega Call™ CTI Link is the interface between the Pega Platform™ and a Computer Telephony Integration (CTI) platform. The CTI Link configuration...
Configuring Pega Call
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Module
Configuring Pega Call
Archived
5 Topics
50 mins
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The Pega Call configuration wizard guides you through connecting your telephony system to Pega Customer Service. This module describes the settings...
Telephony controls
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Module
Telephony controls
2 Topics
20 mins
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A customer service representative (CSR) logs into the telephony system and controls calls using the Pega Call™ desktop. Learn how the CSR uses the...
Call transfers
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Module
Call transfers
Archived
2 Topics
15 mins
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Learn about the different types of transfers available in Pega Call and how you can transfer a call from one agent to another in the Interaction...
Screen pops
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Module
Screen pops
2 Topics
15 mins
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Learn how to use screen pops to provide a summary of information to agents when a call arrives.
