Deliver Outstanding Customer Service at Lower Cost

Delivering a great service experience is critical to long-term customer satisfaction and loyalty, but service costs must be kept in check. With Pega solutions for customer service, you can successfully balance customer expectations with business goals. Pega puts the power to innovate into the hands of the business owner, so that you can rapidly transform business ideas into optimal customer service processes by leveraging intelligent processes, real-time decisioning, adaptive analytics and rapid integration with your existing CRM environment. On the cloud or on-premise, Pega CRM helps you deliver outstanding customer experiences while increasing the efficiency and skill of your service representatives, reducing call time and training costs and delivering customer-focused experiences at a cost that benefits your business.

With Pega customer service capabilities you can:

• Transform every service representative into your best representative.
• Deliver the ideal experience to each customer.
• Optimize interactions to reduce costs.
• Convert call centers to profit centers.

Key Capabilities

• Guided Customer Service Desktop — Driven directly from the configured customer process, the guided desktop presents the exact right information at the exact right time. No longer are your service agents required to tab between numerous systems or remember available content and data. Data, content, offers, policies and procedures are all presented in specific context within an interaction.
• Cross-sell/Upsell and Retention Offers – Next-Best-Action powered by real-time decisions including adaptive and predictive analytics, automatically makes the most appropriate sales and retention offers throughout an interaction, regardless of communication channel.
• Customer Process Modeling — Model-driven process design directly captures your service requirements and turns them into intelligent processes without the wait for IT assistance. Using tools designed for the business user, you can rapidly create the screens, process flows, rules, decisioning, content and data you need to deliver the best possible service experience. Start with your most critical service processes and then incrementally add functionality.
• Multi-Channel Communication – Unified channel support increases the consistency of interactions across all channels to ensure that conversations can be initiated and completed in the most appropriate channel.
• Enterprise Case Management – Holistic management empowers key collaboration across front and back offices, provides deep visibility into customer service tasks and allows ad-hoc events to be added into in-progress processes, which can be then be saved for reuse.
• Goal-Driven Interactions – Business-friendly, visual design tools make it easy to simulate, test, execute and monitor customer strategies. Once you have configured your strategies, Pega automatically reacts to these goals, ensuring optimal results.
• Social Media – Social channel monitoring helps you listen and respond to customer opinions and concerns so that you can quickly address issues, avoid unnecessary contacts and protect your brand.
• Knowledge Management — Knowledge content is infused directly into each customer process to ensure the right content is presented at the right time —regardless of source —to eliminate time-consuming searches across multiple repositories. (view the eBook / more resources)