Enterprise Customer Service

Deliver satisfying and efficient enterprise customer service experiences.

When it comes enterprise customer service, customers today are more empowered than ever before. They expect every service experience to be fast and easy, and for enterprise customer service reps to get it right the first time. They want service on any channel they choose and to seamlessly move across channels whenever they desire. They expect every interaction to be informed by situational context and by the history of their relationship with an organization.

To meet these expectations, Pega offers an innovative and highly sophisticated enterprise CRM system. Pega Customer Service enables service organizations to better anticipate customer needs, provide guidance to customer service employees and automate processes to deliver a satisfying and accurate enterprise customer service experience every time.


EBOOK

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.


Enterprise customer service with Pega

Pega Customer Service lets you deliver accurate, relevant and complete resolutions to customer inquiries on the first contact via any channel. As the highest-rated CRM management application for large organizations, Pega lets you engage customers more successfully, simplify the experience for your customer service representatives, and evolve your enterprise customer service organization to meet changing business requirements.

Pega Customer Service includes a contact center desktop, case management capabilities, mobile field service, self-service and industry-specific processes and data models. Features include:

  • Automated decisioning and predictive analytics for real-time recommendations that guide both customers and service representatives through every conversation.
  • Case management features that connect all the people and systems required to resolve each customer inquiry on first contact.
  • Omni-channel service that lets you engage customers across communication channels and devices without losing context.
  • An intuitive user interface that supports the complexities of customer management in a large organization.

Benefits of Pega's enterprise customer service solution.

  • Increase productivity. Pega helps employees work faster by bringing information from all interaction channels into a unified desktop application. Pega automates many tasks and provides step-by-step guidance for tasks that require human intervention in order to reduce effort, increase positive outcomes and minimize the need for agent training.
  • Increase customer satisfaction and customer lifetime value by providing a single, continuous conversation that minimizes customer effort and exceeds customer expectations, strengthening customer relationships and brand loyalty.
  • Engage customers on all channels — social media, mobile apps, co-browsing, live chat, phone calls and even in-person meetings.
  • Adapt continually to meet changing business requirements for new products, devices, channels, procedures and policies.
  • Reduce handle time and eliminate wasteful activities like screen toggling, copying, pasting and call noting.


Learn more about enterprise customer service with Pega, and about Pega solutions for customer experience analytics and customer experience software.