Customer Service
Optimize the Customer Experience and Maximize ProductivityToday's customer service organizations must deliver a great customer experience and maximize the productivity of their contact center personnel. With new communication channels, products, mobile devices, social outlets and constantly evolving regulations it is critical that your service delivery keep pace. With Pega, you can capture your service goals and best practices directly within the system, automate the process from end to end and rapidly adapt to change. |
The Pega Difference
Drive New Levels of Customer Service Representative (CSR) Productivity
Pega's guided contact center desktop delivers the relevant content, knowledge, screens, policies and procedures at precisely the right time, enabling CSRs to resolve customer inquiries more efficiently and effectively than ever before.
Deliver Seamless Cross-Channel Service
Pega enables you to configure and deliver a customer-centric service experience that is specialized for each traditional and social channel as well as mobile devices. A customer can initiate an interaction in the most convenient channel and seamlessly transition to any other without any loss of context.
Automate from End to End
Embedded Dynamic Case Management orchestrates the people, processes and systems required to maximize contact center productivity and deliver dramatic increases in first-call resolution rates. Where traditional service systems end at the edge of call center and require manual CSR activity, Pega breaks down organizational silos to automate work across the complete service process.
Gain Unparalleled Business Agility
Familiar office tools put the business in charge, allowing you to capture your service goals and processes without any coding. With Pega, business users can quickly configure the screens, business rules, processes, analytical models, content and data you need to deliver the best resolution as well as make appropriately timed up-sell and retention offers.
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Top 5 Trends in Customer Service Innovation eBook Today's CRM technologies are an epic fail when it comes to consistent customer service. Discover a better way. Find out how to make endless transfers a thing of the past for your organization. |
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NEW: 2013 Gartner Magic Quadrant for the CRM Customer Engagement Center Gartner's 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of "any channel" customer service engagement. |
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Customer Service: There Has to be a Better Way Infographic Will you deliver a personalized and productive customer service experience or will you deliver an experience that leaves customers wanting and the bottom line unfulfilled? |
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Get Personal: Earn Customer Love in 2013 Join this webcast with Bruce Temkin, Managing Partner of the Temkin Group & Customer Experience Transformist and Steve Kraus, Senior Director of Product Marketing at Pegasystems to learn how improving the customer experience has been identified as a critical differentiator for companies. |