Channels are a means of communication that customers can use to interact with a company. Pega Customer Decision Hub for Financial Services includes integrated, multi-channel support capabilities for managing email, SMS, push notifications and web-based service interactions. Additionally, in-person interactions can be conducted using a mobile device, such as a tablet computer.
Pega Customer Decision Hub for Financial Services allows you to build your process once and reuse it in any channel.
Configure channels by performing the following actions:
- Defining integration points
You can inventory the external applications and databases that exist at your site and plan how to connect to them.
- Implementing email accounts
You use email accounts to send communication in the form of emails.
- Implementing outbound SMS accounts
Pega Customer Decision Hub for Financial Services uses the Pega-provided Default account to send SMS treatments in actions.
- Implementing inbound SMS accounts
Pega Customer Decision Hub for Financial Services uses inbound SMS accounts to listen for customer responses to actions and to take the next appropriate action.
- Implementing push notifications
Pega Customer Decision Hub for Financial Services can send push notification messages to registered apps.
- Specifying delivery time frames
You can specify delivery time frames for outbound SMS and email accounts. The time frames only apply to the delivery of SMS and email treatments in actions. Other delivery, such as work object-related correspondence, is not affected by these time restrictions.