Comprehensive Service with Pega Integration

Deliver personalized and efficient customer service across multiple channels.

Key Features

Multi-Channel Support

Seamless management of voice, chat, and email interactions.

Ensures a unified customer experience across all channels.

Reduces the need for agents to switch between different platforms.

Increases efficiency and customer satisfaction.

Intelligent Routing

Routes calls to the best-suited agent based on call data.

Utilizes Amazon Connect's call management and Pega’s rule-based routing.

Enhances customer service by connecting them to specialists.

Improves overall resolution times and customer outcomes.

Automatic Case Creation

Automatically creates or updates cases from incoming interactions.

Reduces manual entry for agents, saving time and effort.

Ensures accurate and up-to-date customer information.

Streamlines workflow and enhances productivity.

Real-Time Analytics

Provides real-time insights into customer sentiments.

Helps agents identify trends and patterns quickly.

Allows for proactive measures to prevent escalations.

Enhances decision-making with actionable data.

Call Wrap-Up

Integrates call and chat transcripts into wrap-up notes.

Reduces the time needed for post-call processing.

Ensures detailed and accurate interaction records.

Improves agent efficiency and customer follow-up processes.

Highlights

Creating Outstanding Experiences

Expertise and Guidance

Certified professionals with vast expertise in Pega and AWS services offer expert guidance and swift solution implementation.

Customizations and New Features Support

Add functionalities like Holiday Management, ext Library for Chat, Agent Screen Recording, MS Teams Integration, and Do Not Call List.

Post-Production Support

Dedicated support contacts ensure quick responses to any issues, providing timely mitigation and resolution.

Streamlined Deployment Tools

P3Fusion tools enable efficient and organized deployment of Amazon Connect.

Scale Your Success with Confidence

P3Fusion is audited and certified by industry-leading third-party standards.