Pega Call
Pega Customer Service provides support for a wide range of telephony use cases, including inbound and outbound calls, through Pega Call. Pega Call comes with a large set of pre-packaged connectors to popular CTI platforms and extensibility to other platforms and custom features through Open CTI APIs.
Pega Customer Service
Product Overview
| Capabilities | Avaya AAC | Avaya AES Jtapi | Genesys PureEngage | Cisco ICM/UCC | Cisco Finesse / Webex CCE |
| Login | • | • | • | • | • |
| Ready/available and other availability state management | • | • | • | • | • |
| Ready/available with work mode | • | • | • | ||
| Not Ready/unavailable with reason code | • | • | • | • | • |
| Logout | • | • | • | • | • |
| Logout with reason code | • | • | • | • | • |
| Screen pop | • | • | • | • | • |
| ANI lookup / search | • | • | • | • | • |
| After call work | • | • | • | • | • |
| Make/place call | • | • | • | • | • |
| Hold/pause | • | • | • | • | • |
| Consultation call | • | • | • | • | • |
| Hang up/release | • | • | • | • | • |
| Drop party | • | • | • | • | • |
| Retrieve/resume | • | • | • | • | • |
| Merge/conference | • | • | • | • | • |
| Send DTMF (Digits/Tones) | • | • | • | • | • |
| Warm transfer | • | • | • | • | • |
| Blind transfer | • | • | • | • | |
| Phonebooks | • | • | • | • | • |
| Click to call | • | • | • | • | • |
| Callback (on disconnect) | • | • | • | • |
In addition, Pega Customer Service for Healthcare also supports leading embeddable cloud CTI technologies and embedding native web call controls into the Pega Customer Service Interaction Portal.
| Capabilities | Genesys Cloud CX | Five9 | Amazon Connect |
| Login | • | • | • |
| Logout | • | • | • |
| Screen pop | • | • | • |
| ANI lookup / search | • | • | • |
| Warm transfer / blind transfer, voice and Data transfer (illustrated in the figure after this table) | • | • | • |
| Click to call | • | • | • |
| Callback (on disconnect) | • | • | • |
The following figure shows a transfer of voice and data through a Pega feature used alongside the Genesys Cloud CX embedded call control:
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