PegaWorld 2017: Cisco Digitized Agent - Using Decisioning to Route Complexity to Best Available Agent (Presentation)

Cisco has been evolving to a World Class Customer Services model to simplify and automate work using Pega. Learn how they are using Decisioning to power the Intelligent Routing of non-automated work to the Best Available Agent driven by complex factors such as customer value, prior case history, skillsets and availability.