Customer relationship management (CRM) solutions for call centers are essential tools for businesses enhancing their customers’ experience. Call center CRM applications increase customer satisfaction and drive better retention rates. For example, credit card companies thrive on efficient and effective customer service, and adopt call and contact center CRM software to improve customer interactions, streamline processes, and decrease attrition.
Pegasystems was identified as a Strong Performer in Cross-Channel Campaign Management (CCCM) among 15 vendors who were evaluated against 26 criteria in The Forrester WaveTM: Cross-Channel Campaign Management, Q2 2016.
Call Center CRM Solutions
Today’s technology-savvy customers not only utilize the Internet and social media to compare and evaluate products, but also to interact with companies and organizations.
Businesses need to provide an outstanding cross-channel customer experience that understands and predicts customer behavior and delivers the right information to the customer at the right time during every transaction. Call center CRM solutions provide customer service representatives with essential customer information, manage customer interactions across multiple devices and channels, and recommend next best actions to satisfy customer needs.
Traditional call center CRM software can’t possibly keep up with customers’ evolved expectations, which is why companies are looking for new and innovative call center solutions to transform their call center CRM management efforts.
Pega’s Call Center CRM Software
With Pega’s CRM software, companies revolutionize their call centers and better understand customer needs and behaviors. Companies can harness adaptive and predictive analytics to consistently give customers the experience they want and the offers that will best drive sales and business growth.
Pega’s call center CRM solutions are customer and data focused, optimizing interactions to both increase customer satisfaction and drive down costs. Available as an on-premise solution or in the cloud, Pega’s CRM applications help companies achieve greater customer loyalty, improve productivity, and achieve significant business growth.
Pega’s call center CRM software includes a guided customer service desktop that provides service agents with pertinent customer information, predictive and adaptive analytics across every channel, enterprise case management tools that support faster and more efficient resolution of customer requests, and social media channel monitoring tools.
Additionally, Pega’s CRM software was recently recognized identified by Forrester as a Strong Performer in Cross-Channel Campaign Management (CCCM).