Posted: 6 Jul 2020 21:30 EDT Last activity: 19 Aug 2020 13:37 EDT
Pega CTI Integration with AVAYA AES
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?