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Transform your contact center

with the Pega Customer Service™ agent desktop

Revolutionize your agent experience

Pega Customer Service™ is an industry-leading contact center solution built on the Pega Platform™. Designed for delivering seamless, personalized experiences across all channels, this AI-powered desktop makes every agent your best agent: driving efficiency, first-contact resolution, and revenue generation – all while making service effortless for everyone.​

Make every agent your best agent

Intelligent guidance
Intelligent guidance

With Pega, agents always know what to do and say

Workflows guide your team through customer journeys while AI serves as the co-pilot: recommending actions, responses, and knowledge articles - so you can drive better resolutions faster.

Full customer context
Contextual insights

Deliver personalized service with full customer context

Pega’s Live Data powers a complete customer view by leveraging relevant information from all your existing systems. Plus, your data can stay where it is – no forklifting required.

AI-powered assistance
Supercharged productivity

Radically streamline agent activities with AI

Empower your team to deliver better service, faster.

  • ​Supercharge agent productivity by eliminating note-taking, wrap-up activities, and manual data entry​
  • Drive on-brand, consistent service with script adherence, real-time interaction transcripts, and AI-powered training


Achieve true omnichannel experiences​

Unify channels for consistent service across all touchpoints. Customers can pause, resume, switch channels, or move from self-service to live-agent support with ease – all while keeping the full story intact. With workflows orchestrating the service journey from behind the scenes, agents can assist customers at any point along the road to resolution, without missing a beat.

Orchestrate effortless service across channels

Take your contact center to the next level with these related capabilities​

Unleash your team’s true power with built-in intelligent guidance and automation

Integrated knowledge

Intelligently surface relevant knowledge articles for agents, right from their desktop. Pega Customer Service comes with built-in knowledge management – so your agents always have the right info, at the right time, at their fingertips.

Next Best Action Advisor

Drive customer lifetime value with AI-powered offers and recommendations for next best actions. Pega Customer Service takes real-time decisions from Pega Customer Decision Hub™ and brings them to life as offer and retention recommendations – right from the agent desktop.

Robotic Process Automation

Add Robotic Process Automation to the Pega Customer Service desktop, and enhance the agent experience by automating repetitive, manual work while providing a 360⁰ view of information gathered from multiple existing systems.

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Get the full breakdown of Pega Customer Service’s capabilities​
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