Customer Relationship Management
Retain your customers at maximum profit
Pega CRM for Communications:  |
The challenge: Deliver customer experiences that satisfy the constantly changing expectations of your customers while the meeting the need to increase retention at lower cost.
Pega solutions for customer relationship management (CRM) make it easy to align customer expectations with your business objectives — and transform the conversation into a personalized and relevant customer experience. On the cloud or on-premise, Pega CRM deliver the agility you need to respond to changing service demands, seamlessly integrate with existing systems, intelligently guide agents through every customer interaction and keep the conversation flowing across all channels.
- Turn every agent into your best agent. Take advantage of intelligent automation to guide agents through each step in a process from beginning to end and across all channels.
- Increase retention at the right cost. Dynamically tailor recommendations and offers using real-time decisioning to achieve the best outcome for the customer and your business.
- Reduce service costs. Provide a unified desktop that eliminates the need for agents to tab through multiple screens or search for data in multiple systems, cutting call times and training costs.
- Continuously optimize the customer experience. Respond immediately to change with business-focused capabilities that turn service strategies into intelligent, automated processes without IT assistance.
Pegasystems — Delivering Real-World Results
Some of the world's largest communications and media companies have gained significant value with Pega CRM:
- 20% increase in customer satisfaction scores
- 50% faster handle times
- 36% increase in first-call resolution
- 58% faster inquiry response times
- 30% savings in the cost of a customer interaction
- 100% increase in cross-sell/up-sell close rate
