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Pega Customer Service for Insurance provides two purpose-based portals designed to meet the needs of specific roles within the contact center. Interaction Portal is focused on supporting Pega Customer Service for Insurance CSRs through engagement with the customer, while the Back Office Portal is focused on running back-office work.
Pega Customer Service for Insurance
Product Overview
The following table summarizes the core capabilities of each portal:
| Capabilities | Interaction Portal | Back Office Portal |
| Telephony support (inbound/outbound) | • | • The Back Office Portal supports outbound telephony support only. |
| Email automation (Pega Email Bot) | • | • |
| Inbound email interactions | • | • |
| Outbound email interactions (initiated from service tasks) | • | • |
| View Bot transcripts after escalation | • | |
| Agent-assisted chat and messaging | • | |
| Co-browsing | • | |
| Research interactions | • | • |
| Service tasks | • | • |
| Pega Knowledge | • | • |
| Dashboards and reporting | • | • |
| Robotics Start My Day | • | • |
| Workforce Intelligence | • | • |
| Manager tools | • | • |
| Administrator tools | • | • |
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