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Pega Unified Agent Desktop
Author:
App Type:
Genesys Cloud Embeddable Framework
Selling Party:
Genesys Billing Agent
  • Description
  • Pricing
  • Use Cases
  • Product Details

Pega Unified Agent Desktop solution helps in bridging the connection between Pega & Genesys Pure Cloud by seamless integration. The solution comprises of Caller Identification by PIN number authentication, Call & Chat Routing depending on the available agent, Chat-bot Implementation for autonomous help for the customers so they do not have to wait for agents, Chat transfer from chat-bot to a customer when required, Auto Launch intends in Pega Customer Service by identifying the issue reported by the customer, Dynamic IVR menu formation & third party routing where Genesys functions as a routing agent which identifies the next available operator depending on the agent load & availability.

Apart from functionality, the solution also comprises of Genesys dashboard embedded inside unified agent portal from where the agents can run report & monitor performance metrics depending on the access they have in the organization. Also, the Genesys Chat widget is embedded as part of Pega Customer service.

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