The following sections describe the main features of Pega Call at a high level. These are described in detailed in subsequent chapters.
Adaptive Screen Pop
The Pega Call screen pop functions coordinate the arrival of an incoming call with the display of caller information at the CSR workstation. This capability eliminates the need to have the CSR collect the caller number or other identification information to retrieve customer information manually.
The type of screen-pop window and the information that it displays is determined by evaluating the information gathered about the caller. Examples of this include what the person requested at the IVR, language preference (so that bilingual operators can greet the caller in their native language), and qualification for promotion and/or cross-selling opportunities.
The screen-pop window displays key information about the caller and includes buttons and messages that can lead the CSR into specific contact center business processes. All information about the call is then passed to the business processes so that servicing can begin.
- A caller provides an account number to the IVR to check an account balance but fails to provide the PIN number. After that person opts out to speak to a CSR, a customized screen pop can be presented that prompts the CSR to verify the caller by requesting security information.
- A caller enters information in the IVR and attempts to transfer money between two accounts. The caller has difficulty with the IVR and opts out to speak with a CSR. A customized screen-pop window can display the account information collected in the IVR as well as buttons that lead the CSR to the Balance Transfer window.
With data prefetch the system can gather customer information before the call reaches a CSR. The Pega Platform application includes interfacing capabilities that can gather data from external systems based on information collected in the IVR.
As a caller moves through the IVR menus, information such as the account number is collected. This information can be used to look up or prefetch additional information about the caller before the call reaches a CSR. Information collected in this manner is used to make call routing decisions, or is provided to the Pega Platform application as the call reaches a CSR.
Enhanced Call Routing
Pega Call can work with automated call distribution systems (ACDs) to enhance call routing by using the business process management capabilities of Pega Platform. Configurable rules determine the appropriate call routing based on data from the IVR, PBX/ACD, and customer information systems. The data used for routing decisions includes:
- ANI (Automatic Number Identification – identifies the telephone number the caller is calling from)
- DNIS (Dialed Number Identification Service – identifies the number the person called),
- caller-entered data from the IVR
- data pulled from back-end systems and databases
- customer profile data and interaction history
- A call comes into the contact center from a customer who has a Gold VIP account. The caller’s telephone number is identified by using automatic number identification (ANI) and used to look up his account type. This call can be routed to a queue staffed by specially-trained CSRs.
- A call comes into the contact center from a caller whose account is past due. By evaluating this information, the caller can immediately be transferred to the collections department.
- The information in a customer’s profile information indicates the preference to speak French. The call can be routed to a French-speaking operator.
- Information from a customer’s prior interaction history suggests that she is dissatisfied. The call is routed to a queue staffed by CSRs trained to retain customers.
Pega Call enables CSRs to control their phones from their desktops, so that they do not need to switch focus to the phone. For example, a CSR transfers a call to another queue or places a call on hold while he consults another CSR, using buttons in the desktop application. Telephony functions include hold, retrieve, consult, conference, transfer, and hang-up. These functions can be invoked using desktop buttons or as part of application business processes.
Pega Call enables CSRs to control their phones from their desktops, so they do not need to switch focus to the phone. For example, a CSR transfers a call to another queue or places a call on hold while consulting with another CSR, using the embedded native UI widget.
Agent State Management
CSRs log into ACDs as agents. While logged in, they need to indicate to the ACD if they are available to answer calls from customers.
For example, CSRs change state to Not-Ready when they are taking a break for lunch. Pega Call enables CSRs to do this from their Pega Platform desktop, rather than having to switch focus to their phone.
For example, CSRs change state to Not-Ready when they are taking a break for lunch. Pega Call enables CSRs to do this from a third-party UI embedded in the Pega desktop application.