A Major Tele -communications Provider in Asia Elevates Campaign Operations at Scale 

The Challenge

A major telecommunications and digital services provider in Asia operated a highly campaign-focused contact center, managing multiple inbound and outbound initiatives simultaneously. Each campaign required different data models, business rules, and wrap-up behaviors in Pega, leading to operational complexity and inconsistencies. Standard integrations could not support this level of variability or ensure reliable data exchange between Genesys Cloud and Pega across such diverse scenarios.

The Solution

Softphone deployed its Pega Connector to deliver a robust, scalable integration between Genesys Cloud and Pega. The solution synchronized campaigns across all scenarios—even those with highly different data requirements—and ensured accurate, real-time information exchange. 

To streamline agent workflows, Softphone leveraged its custom Configurable Interface, specifically designed for nuanced wrap-up logic, allowing agents to complete complex campaign flows efficiently and consistently. Despite the technical complexity and variability involved, the full implementation was completed in about one month.

The Impact

The new integration provided immediate operational clarity. Campaigns that previously required manual alignment now ran smoothly and consistently across channels. The tailored Configurable Interface significantly improved wrap-up efficiency, reducing errors and speeding up handling time. 

The provider received a fully functional, campaign-ready solution delivered on time, with all requirements met and strong internal adoption. 

The result is a streamlined, scalable architecture that supports high-volume, high-variability campaign operations with confidence.