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Dynamic case management

Updated on January 8, 2022

Connect people, contact center systems, and processes for end-to-end visibility and resolution through Pega case management.

Pega Customer Service for Communications Product Overview
CapabilitiesCase management
Out-of-the-box case libraries
Case designer and out-of-the-box case type templates (*illustrated in the figure after this table)
Scripted dialog
Persona definition
Data sources, integration
Workbaskets, assignment routing (service cases)
Application integration (interact with a case from external applications)
CSR collaboration (Pulse)
Templated layouts per channel of delivery
Self-service delivery
Notifications, SLAs, priority escalations
Access permissions
Search and reporting
Goals and deadlines
Center-Out™ Business Architecture
Remote case support (ability to run a case built in a separate Pega application)
Process Fabric support (ability to run cases built on Pega and non-Pega platforms).

The following figure shows an example of the Make payment case type:

Make payment case type
Stages and steps for the Make payment case type

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