Data Sheet
Pega Call (Data Sheet)
Despite the growth of self-service options, the contact center remains a critical channel for escalation. When customers decide to call, they are often continuing a service conversation that started in other channels. The last thing they want is to restart that conversation by repeating their name and account number to a Customer Service Representative (CSR).
The Pega Call adapter ensures that your customer service application communicates with your telephony systems for a seamless customer experience. When a customer call is routed to a CSR, a screen pop provides the caller’s account number, reason for calling, and other information from computer-telephony integration (CTI) systems and interactive voice-response systems (IVRs). The Pega Customer Decision Hub application can also suggest a Next-Best-Action to the CSR based on call information and contextual information on the overall customer relationship, driving improved efficiency.
Tag
Risorse correlate
![AI in Innovation](https://www.pega.com/sites/default/files/styles/1024/public/media/images/2023-11/ai-innovation-prev-card.png?itok=I5cCWnoL)
Scopri la potenza dell'innovazione guidata dall'IA
Scopri l'IA di levello enterprise e in che modo guiderà i futuri risultati aziendali.
![Why Pega](https://www.pega.com/sites/default/files/styles/1024/public/media/images/2021-07/why-pega-preview-card.jpg?itok=ovPGRTVn)
Perché scegliere Pega?
Un software straordinariamente potente non è l'unica cosa che ci distingue.