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Implementation approaches for contact centers in Pega Customer Decision Hub for Financial Services

Learn about differences between implementation approaches for contact centers in Pega Customer Decision Hub™ for Financial Services. Choose the best solution for presenting offers to your customers by comparing the following options:

Pega Customer Service for contact centers

Pega Customer Service™ provides a rich set of features designed to enhance the customer experience, improve user productivity, and increase customer satisfaction. The Pega Customer Service application utilizes Pega Customer Decision Hub for real-time customer engagement use cases. If you want to use Pega Customer Service capabilities in your contact center, for example, interaction management, you must:

  1. Obtain a Pega Customer Service license.
    For more information about Pega Customer Service, see the Pega Customer Service product page.
  2. Implement the next-best-action feature within Pega Customer Service.
    For more information on this implementation approach, see "
    Pega Next-Best-Action Advisor as part of Pega Customer Service" in Pega Next-Best-Action Advisor implementation scenarios.

Your own UI in the contact center application

Create your own UI and integrate it with Pega Customer Decision Hub for Financial Services through an API. This headless implementation is typical of Pega Customer Decision Hub for Financial Services when a contact center uses their own, established application to provide next best actions. Deploy your own UI for real-time, simple use cases for single interactions in which your company’s UI renders the offer returned through the API.

For more information, see "Real-Time Containers" in the Pega Customer Decision Hub User Guide on the Pega Customer Decision Hub for Financial Services product page.

Embedded implementation in the contact center application

If you want to present offers to your customers without Pega Customer Service, you can embed a mashup script in your existing customer service application.

Use this option for simple integration between an existing CRM application and Pega Next-Best-Action Advisor when they are both installed as part of one system. Integrating Pega Next-Best-Action Advisor into your existing customer service application has the following requirements:

  • Free space in the dashboard of your CRM application of at least 1300 x 850 pixels, to accommodate the Pega Next-Best-Action Advisor widget.

  • A System Architect to implement the mashup script, with support from your customer service IT department.

For more information, see Tutorial: Using Pega Next-Best-Action Advisor in your desktop application.

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