Release Notes | June 15, 2022 | Talkdesk Pega Connector

On Wednesday, June 15th, 2022, we will release Talkdesk Pega Connector, which allows you to integrate your Talkdesk account with your Pega instance. 


What’s included

The release includes the following main capabilities:

  • Single UI: Agents are able to answer and make calls directly in the Pega User Interface (UI).
  • Contact pop: Allows agents to pop Pega contact’s page by clicking on the badge in Callbar/ Conversations app.
  • Open contact through automation: Incoming calls automatically open the contact info page in Pega UI.
  • Click-to-call: Allows agents to launch calls directly by clicking on a phone number.
  • Studio data dip: You can build inbound call flows with actions, based on data collected from the Pega instance.
  • Activity logging: The integration automatically opens a new Call Page in Pega UI where the agent can add additional information. Once the call is finished, the new information is logged and can be viewed in the call history.
  • Contact and agent sync: Ensures that contacts in the Pega instance are kept up-to-date in Talkdesk, and that agent-matching is done correctly.


How to Install

If you wish to start using Talkdesk Pega Connector, please reach out to your Customer Success Manager.

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