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Contact center environment with Pega Call

Pega Call uses computer telephony integration (CTI) to improve the efficiency of a contact center and the customer’s experience. CTI typically involves connecting a computer system to the contact center’s IVR and a telephone switch.

The CTI system passes information about calls that it is servicing to the Pega Platform application so that this information is available when the caller decides to speak to a Customer Service Representative (CSR). This information typically includes the caller’s account number as entered into the touch-tone phone and other information about the IVR interaction. The call is queued at the telephone switch (PBX or ACD) and is connected to the next available representative. Pega Call uses CTI to receive information about the call. When the call reaches a CSR, the CSR’s Pega Platform desktop application can use the information provided at the IVR to look up and display the caller’s information, enabling the CSR to serve the customer quickly and efficiently.

While serving the customer, the CSR can use Pega Call to control the telephone from the Pega Platform application without needing to switch focus to the phone. For example, a CSR can place a call on hold or transfer a call from the desktop application.

While serving the customer, the CSR can use Pega Call to control the call from a third-party UI embedded in the Pega desktop application.

Pega Call can also assist the ACD in routing calls. For example, information from a customer’s profile is used to determine the appropriate ACD queue in which the call should be placed.

The following diagram shows an overview of the Pega Call contact center environment.

The numbers on the diagram correspond to the following steps. These steps give a high-level overview of a call as it moves through the Pega Call contact center environment:

  1. A customer, Mr. Brown, calls a Pega Call enabled contact center. Mr. Brown is a high-balance account holder at The Company. He calls The Company’s customer service center because he wants to make an adjustment on his account.
  2. When the call arrives in the IVR, Mr. Brown is prompted to enter his account number. He enters his account number, account verification information, and proceeds through the IVR voice menus. He then selects the option to make an adjustment on his account. Mr. Brown is not sure how to update his account from the IVR and wants to speak with someone to help him make the adjustment.
  3. Mr. Brown opts to speak with a CSR. The information gathered in the IVR, including Mr. Brown’s account number, is now passed to Pega Call, through the CTI Server.
  4. As soon as a CSR is available, the call is connected to the CSR and key information pertaining to the customer is displayed on the CSR’s workstation. This is known as a screen pop. The CSR immediately knows that Mr. Brown is on the line. There is no need to ask Mr. Brown to repeat any account information because it is displayed on the CSR's screen. In addition, the CSR can see other information, such as what Mr. Brown was attempting to do within the IVR, and can proceed to assist him.

The screen-pop information appears in a concise window or pop-up area that highlights the key information required to begin servicing the call.

As the CSR proceeds with the call by clicking on a button from the screen-pop window, additional account information is available at the CSR’s workstation.

The screen-pop window does not replace the contents of the application window and does not delete work in progress. The context of the business process that the CSR is executing is preserved until the CSR takes an action from the screen-pop window and calls an activity.

With a Pega Call contact center that includes the customer service application provided by Pegasystems, or a custom-developed customer service application built on Pega, CSRs are equipped with the functions that they need to service a call more efficiently and effectively than they could in a traditional contact center.

All data is presented to the CSR in an easy-to-view format, thereby making data immediately available to answer customer questions and complete service interactions. Business rules guide CSRs throughout the interaction to ensure a consistently high level of service.

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