CTI integration

Pega Call comes with a large set of pre-packaged connectors to popular computer telephony integration (CTI) platforms, as well as support for cloud CTI vendors and extensibility to other platforms and custom features through Open CTI APIs.

With Pega Call, you can connect Pega Platform with the CTI platform of your choice:

• Amazon Connect
• Avaya Application Enablement Services (AES)
• Avaya Aura Contact Center (ACC)
• Cisco Finesse
• Cisco Intelligent Contact Management (ICM) and Unified Contact Center Enterprise (UCCE)
• Five9
• Genesys Cloud CX
• Genesys Web Services
• Genesys Engage Platform SDK

Telephony mode

You can select the telephony mode that you want to use, which is the way that CSRs manage their agent state and conduct call control operations, such as answering and initiating calls, hanging up, placing calls on hold, or transferring calls. For more information, see Configuring device capabilities.

In simple telephony mode, CSRs use a different phone, hardware or software, for call control operations and agent state management. Pega Call starts an interaction or displays a screen pop when an incoming call arrives at the CSR phone. The CTI data associated with the call is available for screen pop display and related processing.

In simple telephony with agent state management mode, CSRs use a separate hardware or software phone for call control operations, and perform agent state management, meaning setting their availability to take calls, in the Pega Call Desktop.

In full telephony mode, CSRs control their phones in the Pega Call Desktop, so that they do not need to switch focus to an external phone. For example, a CSR can transfer a call to another queue or place a call on hold while they consult another CSR, using buttons on the Pega Call Desktop. Telephony functions include hold, retrieve, consult, conference, transfer, and hang-up.

Call treatment

You can configure call treatment, which is how to answer and start calls, start interactions associated with calls, and what customer data is displayed to CSRs during a call. For more information, see Configuring call treatment.

Adaptive screen pop

The Pega Call screen pop coordinates the arrival of an incoming call with the display of caller information. This eliminates the need for the CSR to manually collect the caller number or other identification information to retrieve customer information. The screen pop displays key information about the caller, such as data from self-service Interactive Voice Response (IVR), language preference, and cross-selling opportunities. You can also select call properties, which are mapped from your CTI provider, to display in the screen pop.

The screen pop includes buttons and messages that can lead the CSR into specific contact center business processes. The system then passes all information about the call to the business processes so that servicing can begin.

Data prefetch

Pega Platform offers interfacing capabilities that can gather data from external systems based on information collected in the IVR. With data prefetch, Pega Call can gather caller information before the call reaches a CSR.

As a caller moves through IVR menus, the system collects information, such as their account number. 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 way is used to make call routing decisions, or is displayed to a CSR to provide context on the caller.

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:

• Dialed Number Identification Service (DNIS)
• Caller-entered data from the IVR
• Data pulled from back-end systems and databases
• Customer profile data and interaction history

For more information, see Configuring enhanced routing.