Enablement Plan
Areas
Architecture
Constellation
Co-Existence
Remote Cases
Common Data Model
Customer Service Platform
Composite
Case Types
Interaction
Service Request
Client Verification
Deterministic Next Best Action
Channels
Digital Messaging
Unified Messaging Desktop
Channels
Web Messaging
Apple Messages
Facebook Messenger
Facebook Posts
SMS
Mobile Messaging
Client Channel API
Teams
Webex
Slack
Self-Service
Configure as parallel proces on Case Type
Messaging AI
Suggest Case
Suggest KM
Auto-fill
Chat Summaries
Pega Call
CTI Integrations
Avaya
Cisco
Amazon Connect
Call Routing & Transfers
Voice AI
Suggest Case
Suggest KM
Auto-fill
Script Adherence
Manager Alerts
Call Summaries
Functionality
Create case
Send automated replies
Intelligent Routing
NLP
Functionality
Identify the topic
Identify sentiment
Identify entities
Types
Rule-based
Model-based
CSR Help Resources
Knowledge Management
GenAI
Case Summary
CSR Training
Reply authoring
Next Best Action
CDH Integration