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Pega Call

Updated on January 6, 2022

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
CapabilitiesAvaya AACAvaya AES JtapiGenesys PureEngageCisco ICM/UCCCisco Finesse / Webex CCE
Ready/available and other availability state management
Ready/available with work mode
Not Ready/unavailable with reason code
Logout with reason code
Screen pop
ANI lookup / search
After call work
Make/place call
Consultation call
Hang up/release
Drop party
Send DTMF (Digits/Tones)
Warm transfer
Blind transfer
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.

CapabilitiesGenesys Cloud CXFive9Amazon Connect
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:

Transfer voice and data
Three images of the mobile UI that show the voice transfer process

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