Pega + Genesys Cloud Unified Agent Desktop

Harmonize your customer service ecosystem with a seamless, single-pane-of-glass integration that empowers agents and delights customers.

Schedule a demo

Smiling call center agent wearing headset and gray blazer, speaking while sitting at a desk with computer monitor.

No items found.

Eliminate friction. Elevate experience.

Modern contact centers are often held back by system silos. When agents must jump between Pega Customer Service for workflows and Genesys Cloud for telephony, productivity suffers and customer context is lost.

The Pega + Genesys Cloud Unified Agent Desktop by TTEC Digital eliminates application switching by embedding full Genesys telephony and digital interaction capabilities directly within the Pega environment.

This results in reduced average handling time (AHT), higher accuracy and a more personalized service experience for your customers.

Key capabilities for higher performance

Explore the core features designed to deliver better experiences for agents and customers alike.

Unified omnichannel interface

Consolidate voice, chat and service workflows into a single pane of glass. Agents resolve inquiries without toggling between screens, keeping all necessary tools in one view.

Embedded telephony (CTI)

Take full control of the conversation directly within the Pega desktop. Manage inbound and outbound calls, hold, and mute functions without ever leaving your primary workflow.

Advanced call controls

Simplify complex maneuvers with an integrated softphone widget. Quickly initiate blind, consult, or conference transfers, and flag interactions for quality with a single click.

Context-driven engagement

Eliminate repetitive questioning by leveraging Genesys IVR and interaction data. The system identifies customers and pre-populates relevant cases before the agent even begins the call.

Integrated insights & reports

Sync every interaction back to Genesys for unified reporting. Monitor agent performance, call volumes, and operational trends through integrated Pega dashboards.

Where integration meets impact

Beyond simple connectivity, our unified desktop solves the most common operational bottlenecks to drive immediate ROI.

The issue

The solution

The result

Login fatigue

Single sign-on (SSO): Authenticate once in Pega; Genesys logs in automatically in the background

Slashed login errors and expedited agent onboarding

Manual dialing

Click-to-call: Initiate outbound calls directly from the Pega Customer 360 view

Faster outreach and eliminated dialing mistakes

Compliance risk

Secure data handling: Pause recordings automatically during sensitive data entry (PCI-DSS compliance)

Reduced risk of data breaches while maintaining regulatory standards

Siloed data

Automated wrap-up: Pega wrap-up codes and interaction details are pushed instantly to Genesys via API

Accurate reporting across platforms and reduced after-call work (ACW)

Why choose TTEC Digital?

As a leader in both Pega and Genesys technology, TTEC Digital provides the deep-seated specialized expertise to bridge these two platforms. Then, we go beyond just installing the software. We fully optimize your entire CX strategy to ensure your agents work smarter and achieve CX wins faster.

Stop switching tabs. Start solving faster.

Request a demo to see our Unified Agent Desktop in action and learn how to empower your team with a seamless, high-performance workspace.