Customer Service Management Software

Is it time for new customer service management software?

Customers and the marketplace are quickly evolving, but traditional customer service management software is lagging far behind.

With the competition always one click away, customer service is a huge competitive differentiator today. But delivering excellent customer service is harder than ever – customers want 24/7 service on any device and any communications channel. They expect to instantly reach a customer service rep who can fix their problem or answer their question on the first try. And they expect every rep to have detailed insight into their history with the company and the context of their call.

Traditional software can’t meet these expectations. Most legacy CRM systems are focused on providing data, not interpreting it or using it to solve problems. Older CRM platforms can’t handle the silos of information that must be connected in order to resolve complex customer requests. And traditional CRM enterprise software wasn’t built to evolve – they offer no capabilities for adding new technologies or adapting to meet new requirements.

For companies seeking a solution for the new realities of customer service, Pega CRM is the answer.


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CRM Evolved

Can you keep up with always-improving technology and ever-growing customer demands? See how CRM evolved helps your business do more, faster.

WHITEPAPER

Pega vs. Salesforce for Customer Service

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.


Pega: the next step in the evolution of customer service management software.

Pega provides the world’s leading companies with strategic applications for innovation in sales, marketing, service and operations. Pega customer service management software is built on a highly scalable, super-fast and unified platform that enables enterprises to evolve their CRM management software to meet changing customer expectations.

With Pega customer service management software, companies can meet customers wherever they are – on any channel, on any device – without ever losing context about customers and their needs. Pega helps customer service employees perform their jobs much better and far easier, providing relevant information based on context along with constant suggestions for the next best action to take to deliver an optimal customer service experience.

Customer service management software with superior capabilities.

Pega offers innovative capabilities for:

  • Case management, with tools to track information, automate and assign tasks, connect people and systems and deliver end-to-end resolution of customer inquiries.
  • Intelligent guidance, enabling customer service reps to anticipate what each customer needs based on the situation, and guiding reps through the customer conversation to deliver an optimal customer service experience.
  • Omni-channel service, providing interactions optimized for mobile devices, and co-browsing capabilities that let customer service reps instantly share a web or mobile experience to guide customers in real time.

Learn more about Pega customer service management software, and about Pega Solutions for customer analytics and customer experience software.