Pega Call for Pega Platform provides Computer Telephony Integration (CTI) to improve contact center operations. Pega Call enhances telephone-based customer interactions such as service inquiries, telemarketing, sales, and collection efforts by integrating Pega Platform based business process management capabilities with telephony infrastructures, thereby increasing agent productivity, and enhancing customer satisfaction.

This chapter describes the capabilities and high-level architecture of Pega Call.

• High-level architecture