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.