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.