Your call center is your primary means of directly interacting with your customers, and it’s by their experiences with your call center that many customers will judge your company. Along with the training and professionalism of your call center staff, your call center software is key to ensuring that customers have a positive experience that will help to ensure their continued patronage. Too often though, legacy call center software comes up short.
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.
Customers are frustrated as they’re handed off from department to department. Customer service reps are presented with lots of data by customer relationship management systems, but insufficient guidance on how to use it. Managers are stymied by call center software that makes service differentiation difficult and pushes the organization towards “one size fits all” service. Agility is lacking since system change is cumbersome and slow.
Pegasystems CRM: The Next Generation of Call Center Software
Pegasystems, the recognized industry leader in business process management and CRM solutions, provides some of the world’s largest and most dynamic companies with innovative customer service software that drives down costs while increasing service quality, per-customer profitability, and process agility. With call center software from Pegasystems, your organization will reap the benefits of:
- Intelligent automation - Pega contact center solutions don’t just aggregate customer data. They employ the very latest in rules-driven intelligent automation to guide CSRs through each customer interaction. The benefits include greater CSR productivity; an increase in first-call resolution rates; better targeting of cross-sell and up-sell offers; consistent compliance with company policies; and an improved customer experience.
- Flexible service differentiation - Pegasystems recognizes how crucial service differentiation is to a successful customer service organization. Employing a “layer cake” service architecture in which a base of enterprise-wide policies can be overlaid with multiple tiers of segmented policies, Pega call center software makes it fast and easy to define and deploy differentiated services based on region, product line, customer type, or any other differentiation that helps you to maximize service quality and profitability.
- Business objective-driven process agility - Unlike conventional customer relationship management software which is typically rigid and static, Pega call center solutions solutions are engineered specifically to encourage business agility. With revolutionary technology that automates most aspects of application programming, Pega software puts business users firmly in charge of process change. With Pega CRM, you can quickly translate new customer relationship management objectives into new services and processes.
To speed your time-to-value, Pega CRM includes best practice-based solution frameworks specifically for call center applications, as well as for other CRM challenges such as client on-boarding and case management.
Learn more about Pega CRM.