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Updated on June 2, 2023

Pega Customer Service for Healthcare 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 Healthcare CSRs through engagement with the customer, while the Back Office Portal is focused on running back-office work.

Pega Customer Service for Healthcare Product Overview
Important: The Interaction Portal and Back Office Portal are optimized for use with laptop and desktop browsers, and should not be opened from a tablet or mobile device browser.

The following table summarizes the core capabilities of each portal:

CapabilitiesInteraction PortalBack 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
Research interactions
Service tasks
Pega Knowledge
Dashboards and reporting
Robotics Start My Day
Workforce Intelligence
Manager tools
Administrator tools

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