Every customer interaction, especially those that go through the contact center, require time to address. To help reduce the time and cost required to support customers, Pega applications include tools that CSRs use to get ready for work, accept incoming work, get a clear picture of the customer and their needs, balance and organize the desired outcomes, personalize the treatment of every contact, and complete work assignments.

Capabilities	Interaction Portal	Back Office Portal
Robotic Desktop Automation - Start My Day	•	•
Customer composites (*illustrated in the figure after this table)	•	•
Cross-channel history	•	•
Customer timelines	•	•
Intelligent guidance, next best action suggestions	•	•
Offer Advisor	•
Retention negotiation	•
Suggested service cases	•	•
Interaction driver, case selection	•	•
Customer inquiry mode (share data from the screen with a customer, and audit the share action)	•
Knowledge search	•	•
Customer sales activity	•	•
Community activity	•	•
Marketing activity	•	•
Visual wrap up (*illustrated in the figure after this table)	•	•
Pulse collaboration	•	•
Messages and coaching	•	•
Suggested articles	•	•

The following figure shows an example of a customer composite highlighting customer contact details, policy information, claim, and recent interaction history:

The following figure shows an example of the visual wrap up process: