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Manage contact center volumes by opening your service ecosystem (8.5)

Updated on May 3, 2021

If you’re like a lot of organizations these days, you’re busy! With customer expectations constantly shifting and the emergence of new digital channels, it’s critical to help your customers get to resolution faster, while also making life easier on your agents. To help triage volume and streamline service, opening up your service eco-system can be the key to exceptional service.

Deliver intelligent, personalized self-service with an open IVR integration

Regardless of the IVR (Interactive Voice Response) system that you use, you can now deliver personalized, voice-assisted self-service to help you meet call demand. When a call comes in, ANI (Automatic Number Identification) lookup identifies the caller and accesses profile details. With access to case history and customer context, the voice bot is able to deliver automated responses and execute service cases – reducing the need for agent-assisted service.

An open, public API makes this all possible through any modern IVR, such as Cisco or Amazon Connect, and it’s simple to configure the IVR bot responses. And while you might be leery to hand your customer service over to an IVR bot, you needn’t worry, you’ll have full access to case history and call transcripts, so you’ll know how well your bots are performing.

And while your bots are triaging some of your contact volume, your call taking agents can focus on more complex chat and messaging interactions while focusing on what’s most important – their customer.

Scale digitally with 3rd party routing

Further expanding out to your service eco-system, you can leverage a third-party service – Avaya, Genesys, Cisco – to route chat and messaging to the most appropriate agent. This makes it much easier for agents to handle blended text and voice interactions. As soon as a routing decision is received, all of the subsequent workflows are invoked in Pega for accepting and launching the interaction right on the agent desktop, making a seamless transition for your agents and helping get your customers to faster resolution.

This integration gives your business more flexibility to make use of all of your resources and to scale digitally. Not only that, but you have the option to delegate text-based routing to whatever service works for you, and to centralize routing for your business while still configuring your queues in Pega. Since inquires can be categorized by intent and queued accordingly, you can be sure that the agent who receives the inquiry is empathetic and helpful.

To learn more about Pega’s IVR API and 3rd party routing, see Self-service Interactive Voice Response (IVR) and Third-party Routing API.

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