We implemented Pega about four years ago. We have about 10 different applications across our organization. We have recently begun implementing Pega Customer Service for a new application. We are finding that may of the legacy work types and controls will be needed in the Customer Service portal.

We are really interested to know how best to provide access to the legacy tools without agents needing to switch apps (in essence creating swivel-chair approaches within Pega itself).

Rebuilding all of the legacy functionality in Pega Customer Service would be very costly at this point. Unfortunately much of the legacy work was created in implementation layers. So my question is: would it be effective to create an API integration between Pega CS and our legacy applications in order provide the seamless experience our agents need? Can we retrofit Pega API on the legacy apps?

***Updated by moderator: Lochan to add Categories***