Guide Every Process to a Successful Outcome

Pegasystems uses all aspects of its products to facilitate intent-led, guided interactions. Whether your customer is filling out a Web self-service form to open an account or talking with a contact center agent, Pega’s guided interaction capabilities understand both the business goals and customer intentions to guide a successful outcome. Leveraging situational awareness, integrated rules and processes and real-time decisioning, guided interactions respond dynamically and proactively with recommended next-best-actions and offers that align the process with the user, intent, situation, expected ROI and other business metrics. Because Pega’s guided interactions are self-learning, they can adjust over time to become a dynamic repository of best practices. With Pega’s guided interactions, you can:

• Streamline processes to reduce costs.
• Reduce Web self-service abandonment rates.
• Transform every agent into your best agent in the contact center.
• Deliver the ideal experience to customers, partners and employees.
• Increase business agility and responsiveness.

Key Capabilities

• Situational Awareness – Context-driven processes take into account specific factors in a task, such as location, product and regulations to dynamically adjust the process flow and guide the user.
• Next Best Action – Real-time decisioning powered by analytics and rules automatically determines the next-best-action or offer and guides users through the process to achieve the best outcome.
• Predictive and Adaptive Analytics – Business-friendly visual tools make it easy to create and test predictive scoring models based on historical customer data. These models can be combined with other models and business rules to develop sophisticated business strategies as well as automatically adapt a process in real-time.
• Process Modeling — Model-driven process design directly captures your requirements and turns them into intelligent processes without the wait for IT assistance. With tools designed for the business user, you can rapidly create the screens, process flows, rules, decisioning and data you need to streamline your operations and deliver the best possible experience.
• Pre-built Best Practices — Easily configured screen templates and best-practice process flows for such functions as retention and cross-selling/up-selling help you rapidly design, deploy and modify guided processes across multiple channels.