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Customer Engagement Accelerator

Solution enables the agents to be guided through various pre-built journeys, integration APIs to complete customer interactions efficiently achieving Improved Resolution time, Cost optimization etc

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The solution banks on enhancement of Pega OOTB capabilities & addition of new capabilities that currently are not available Pega OOTB. Key domains who will be benefited are Telco & Utility customers. We expect to cut down the first MVP efforts with pre built critical agent journeys onboarded along with NBA/NBOs.The ADT accelerator caters the below areas of customer service framework & CDH • Prebuilt components to enhance the omnichannel & uniform channel experience. Channel configurations for Web-messaging, Whatsapp, Email etc • Prebuilt plug and play components to accelerate the development process e.g., Communication Framework, Genesys CTI components, Prebuilt Journeys (Telecom) o Microservices based approach to integrate with downstream & surrounding applications/systems o Integration with CDH for Upsell, Cross Sell, Retention etc to present NBAs and NBOs as part of End-to-End customer journeys • Additional Dashboard widgets and Reports related to messaging and social channels

Key Features

  • •Enhanced customer 360 View •Preconfigured Key Customer Journeys •Preconfigured Channel reports •Intent Based Rules •Stub Framework for Integration •UI Theme
  • • Enhanced customer 360 View • Preconfigured Key Customer Journeys • Preconfigured Channel reports • Intent Based Rules • Stub Framework for Integration • UI Theme


=Infosys Technologies Limited

Partner Name

Infosys Limited


Offering Type

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