Pega Call overview

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.

Pega Call™ provides robust computer telephony integration support. This video shows you how agent state management, adaptive screen pops, softphone, and voice data transfer work.

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

After the lunch break, he makes himself available and is ready to receive calls, as indicated by the green status.

Now, a customer calls and is routed to the CSR.

He answers the call and the interaction automatically starts. The customer is Sara Connor.

Pega Call lets you configure the interaction and call behaviors to fit your requirements.

In this example, Pega Call is configured to start the interaction automatically and calls are set to answer manually.

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

The softphone allows the CSR to hold or drop the call, or engage another agent through conference, consult, and transfer features.

Sara called to file a complaint about a late payment fee.

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

When he transfers a call, he has three options: consult, conference, and transfer.

Transfer puts the customer in queue for the other agent, whereas consult lets the agent perform a debrief and handoff with the other agent before the call gets transferred.

The CSR decides to do a transfer and note the transfer reason for his supervisor.

Now, let's see what happens in the supervisor interaction portal overview.

The supervisor gets a screen pop showing the customer's name and the reason for the transfer.

She answers the call and accepts the interaction.

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

The supervisor picks up exactly where the CSR left off to complete the case for Sara.

Sara hangs up after she feels confident that the case will be resolved, and As Sara rarely misses a payment, the supervisor decides to waive the late fee. She wraps up, thanks Sara for her patience, and closes the call.

I hope you enjoyed the overview of Pega Call.

Thank you for watching.