Question
Areteans Technology Services
Areteans Technology Services
IN
Areteans Technology Services
Posted: Jul 6, 2020
Last activity: Aug 19, 2020
Last activity: 19 Aug 2020 13:37 EDT
Closed
Pega CTI Integration with AVAYA AES
Hi,
- We have a requirement to authenticate the Customers (not CSRs/ Agents) in IVR. However the IVR capabilities provided by the Partner Vendor should not have access to Customer DB or other services directly. In other words IVR should be able to talk to Pega and use Pega's services to authenticate Customers. I am not talking about authentication on Pega Portals,rather in IVR.
Any idea how to achieve this?
- Can we leverage Pega's IVR Channel Interface for the above mentioned requirement? If so, is there any implementation guide for the same?
Regards,
Anik
Posted: 5 years ago
Areteans Technology Services
Areteans Technology Services
IN
Hi,
We have a requirement to handle IVR Request automatically instead of transferring the call to a CSR using Pega CS like Account Balance Request etc.
- Has anyone worked on such a requirement?
- Has anyone used the IVR Channel in Pega. If so is there any documentation for it?
Posted: 5 years ago
PEGA
Pegasystems Inc.
US
There is OOTB caller verification in the PegaCS product. There is no way to do this in PegaCall.
https://community.pega.com/knowledgebase/documents/pega-customer-service-83-implementation-guide
page 45.
Configuring the call verification method
When customers contact a customer support center, their authenticity is verified through account
or contact information.