Customer Contact Software
Can your customer contact software keep pace with customer expectations?
In the quickly evolving digital marketplace, customers today are more demanding than ever. Meeting their needs – and reducing customer churn – requires next generation customer contact software.
Today’s customer contact software must provide omni-channel access, as customers are no longer satisfied with service that is limited to phone calls during business hours. They expect to find help 24/7 via whatever channel they prefer – web, mobile, social media or phone.
Customers want fast resolution, too. Superior customer contact software must empower employees to resolve issues quickly, rather than requiring multiple calls or needing escalate issues to managers. Legacy software solutions tend to provide call center be with lots of data but few tools for using it to determine the next best step to meet a customer’s needs.
Can you keep up with always-improving technology and ever-growing customer demands? See how CRM evolved helps your business do more, faster.
Customer service solution buyers report growing pressure from their colleagues utilizing Salesforce.com’s Sales Cloud to also adopt Service Cloud to offset price increases. Customer service professionals should, however, think twice.
Next generation customer contact software must also overcome the silos that exist between business units. Too often customers are handed off from one division to another or fall into the cracks between business units. With the competition just a click away, exceptional customer engagement requires solutions that can break down the wall between systems and shield the customer from back-end complexity.
Next generation customer contact software from Pega.
Pega develops strategic customer relation management applications for sales, marketing, service and operations. With Pega’s CRM systems, you can streamline business processes, seamlessly connect with customers in real-time across channels, and adapt to meet changing business requirements.
Our customer contact software lets you exceed customer expectations by providing the tools to:
- Engage customers across channels. Pega lets your deliver service when and where customers acquire it, seamlessly transitioning across channels and devices without losing context, and instantly sharing a web or mobile experience to guide customers in real time.
- Anticipate customer needs. Our customer contact software provides call center reps with intelligent guidance to simplify the steps in delivering more personalized service. Our software anticipates the needs of each customer based on their situation and intelligently recommends the next best action to take.
- Deliver on customer promises. Adaptive case management capabilities connect all the people and systems required to resolve a customer’s request, automatically assigning outstanding tasks and connecting front- and back-office activity for end-to-end resolution.
- Focus on people rather than systems. Pega unified CRM platform simplifies upgrades and streamlines development, enabling your team to focus on customers rather than technology.
Benefits of Pega’s customer contact software.
With Pega you can:
- Drive revenue by improving customer loyalty and turning customers into evangelists for your brand.
- Increase productivity by automating tasks and helping service reps find relevant information faster, enabling them to resolve issues more quickly.
- Speed time to market by leveraging agile technologies for constant evolution and quickly adapting to meet the requirements of new channels, regulations, customer demands and business objectives.
Learn more about customer contact software with Pegasystems.