Abstract
In today's dynamic business landscape, organizations strive to enhance operational efficiency and customer satisfaction. Skill-based routing (SBR) has emerged as a pivotal strategy to optimize resource allocation and streamline customer interactions. PEGA, a leading provider of software solutions, offers a sophisticated SkillBased Routing mechanism, empowering businesses to intelligently route tasks to the most suitable agents. This paper presents a comprehensive analysis of PEGA Skill-Based Routing, exploring its functionalities, benefits, implementation strategies, and real-world applications. Through a synthesis of academic literature, industry reports, and case studies, this research elucidates the significance of PEGA SBR in modernizing contact center operations and driving superior customer experiences.
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