PegaCALL provides contact center telephony integration for Pegasystems' leading workflow automation and customer relationship management (CRM) solutions. Capabilities include a soft phone for the CSR desktop and screen pops that include data retrieved from contact center platforms such as Cisco's Unified Contact Center Enterprise, Cisco Finesse and Unified ICM.
PegaCALL enables large enterprises to seamlessly leverage telephony in concert with their business processes. It provides pre-built CTI integration for Cisco's Unified Contact Center Enterprise and Unified ICM as well as software based telephony control embedded within Pegasystems' solutions. Features include:
- Full-featured contact center soft phone integrated with Pega's CRM desktop
- Adaptive screen pops that leverage contact center CTI data
- Ability to leverage telephony in concert with business processes
- Integration with Cisco's ICM application gateway to enable improved and personalized call and contact routing.
Cisco ICM and UCCE versions 7.0 through 9.0 are supported.
Embedded telephony toolbar for Pega applciations with full 3rd party control for agent features (availability, etc), and call control features (Answer, Disconnect, Hold, Conference, Transfer, etc.) along with simultaneous voice and data transfer capability.
