Edit Telephony Integration with Pega Customer Service

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Edit Telephony Integration with Pega Customer Service

Description Editing Telephony Integration with Pega Customer Service
Version as of 8.4
Application Pega Customer Service
Capability/Industry Area Pega Call

Pega Call Implementation Phases

Pega Call provides robust Computer Telephony Integration (CTI) support, including agent state management, adaptive screen pops, integrated voice data transfer and desktop telephony controls. To employ Pega Call features that fit your business processes without complicating implementation, we recommend that you follow the sequence of activities as outlined below, deploy to pilot users at the end of each phase and assess the need for additional features before proceeding:

  • Phase 0: Establish connection between Pega Call and a CTI environment
  • Phase 1: Configure agent-state management and screenpops
  • Phase 2: Configure integrated voice data transfer
  • Phase 3: Configure full phone controls

For more details around the best practices outlined below, please refer to the Pega Customer Service Implementation Guide.

Phase 0: Establish connection between Pega Call and a CTI environment

For this phase, you need to know which telephony vendor is used, and collaborate with your telephony team to configure the CTI environment and exchange information needed for establishing connection. Pega supports integration with a few CTI vendors OOTB and allows for integration with others using the OpenCTI standard. Note that not all Pega Call features are compatible with all CTI vendors. Please review the features that are compatible with your CTI vendor before proceeding to next phases.

Phase 1: Configure agent state management and screenpops

You may choose to allow for agent state management from Pega Customer Service. Make sure that agent states and Not Available reason codes are configured in your CTI environment.

Screenpops allow for CSRs to start calls with customers personably by displaying a snippet of customer information retrieved using call variables. Screenpops are especially useful in a situation when interactions load slowly. Even though there are many call variables available to include in a screen pop, include only a small number of variables such as name and intent with the goal of equipping CSRs to engage callers effectively without overwhelming them with too much information.

At the end of this phase, we recommend that you go live with pilot users to validate the stability and performance of the integration.

Phase 2: Configure integrated voice data transfer

Using integrated voice data transfer, CSRs can transfer interactions and service cases with the calls. This allows for the CSRs to whom the calls are transferred to continue cases without having to repeat case steps and data entry.

It is important to remember that integrated voice data transfer is useful only if both parties, i.e., originating CSR and receiving CSR, use Pega. Otherwise, the transferred interactions and service cases will remain open. We recommend that you enable this feature only if all CSRs use Pega Customer Service or have a process ready to monitor and manage interactions and service cases that will remain open after transferring calls to CSRs who don’t use Pega Customer Service.

Phase 3: Configure full phone controls

Note that you may not need this phase at all because phone controls are available through clients’ hard or virtual phones and the most value-add features will have been implemented in Phases 1 and 2. Before you decide to make the phone controls available in Pega Customer Service, evaluate whether all necessary phone controls will be available to your CSRs and assess pros and cons of having a subset of phone controls in Pega Customer Service.