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Anik Mandal Member since 2013 8 posts
Areteans Technology Services
Posted: July 6, 2020
Last activity: August 19, 2020

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

 

 

 

Pega Call 8.3 Conversational Channels
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