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Crisis Response Solutions for Communications & Media

During this time of uncertainty, your customers need your help to connect them with the world. Pega can give you solutions designed to address that need, while infusing empathy into every interaction.

Digitally schedule deferred payments

Communications companies around the world have pledged not to disconnect service to any consumer or small business due to inability to pay their bills. At the same time, millions of consumers around the world are without steady income, impacting their ability to meet financial obligations. Pega’s digital payment arrangement solution helps communications and media companies:

  • Understand which customers are impacted by the crisis
  • Digitally enable payment plans
  • Apply flexible, built-in rules to modify the solution as the crisis evolves
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Improve service with digital solutions

Communications and media companies have transitioned their customer service representatives to work from home, while inquiries have spiked. Customers are tired of waiting on the phone to interact with customer service.  They need a real-time response. Pega intelligent self-service solution helps communications and media companies:

  • Enable digital alternatives such as web self-service, mobile apps, and chatbots tailored to individual customer needs
  • Handle more requests offline, using a combination of dedicated representatives and automated bots to reduce costs
  • React in real time to new policies and processes
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Retain customers with personalized offers

Customer churn risk can rise with unstable employment conditions, customer service challenges, and retail store closures. Maximize customer retention with a centralized, AI-powered Pega Customer Decision Hub™ to deliver preemptive, empathetic, personalized offers in web, SMS, and email channels. Pega customer retention solution helps communications and media companies:

  • Handle the spike in customer retention interactions
  • Use digital channels with next best actions to create an optimal experience based on the customer’s individual need
  • Drive customer satisfaction with empathetic AI
  • Rapidly adapt processes and offers to address the evolving crisis
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Let’s partner together

Together, we can help you adapt to uncertainty and get your customers the support they need in this time of crisis. Contact us to learn how to use these solutions within your existing Pega environment.

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