Unify digital messaging for a brilliant customer experience
Get to know digital messaging with Pega
Empower your customers to connect with you on the channel of their choice
Unified Messaging allows your customers to engage on their preferred messaging channel, including chat, Facebook, Twitter, Apple Business Chat, SMS and WhatsApp. Customers can even switch between channels at any time and seamlessly continue where they left off.
Scale up seamlessly with a streamlined agent interface
Consolidate all of your digital channels into one easy-to-use desktop and empower your agents to effortlessly flow from one messaging service to the other as they skillfully manage concurrent conversations. Uniting all your digital channels within one future-proof solution also empowers you to scale up seamlessly and enables you to add more channels as they emerge.
Unite chatbots and agents for smart service
When chatbots run out of runway, a human agent needs to step in. But your customers can quickly become frustrated when they need to restart the conversation. With Unified Messaging, agents gain complete visibility into the prior conversation thread, allowing them to pick up right where your customer left off. This means happier customers and more efficient agent interactions.
Additional Product Features
Pega Unified Messaging is easy to deploy and can scale quickly with growing demand from customers.
Access contact center-grade reporting metrics to get insights into the performance of your teams.
Integration with Pega Customer Service provides a 360° view of the customer across all channels, enabling frictionless, personalized customer experience.
Drive efficiency and consistency by utilizing industry-leading case management to guide agents through established workflows and make sure work gets done—on time.
Case Study
TD Ameritrade doubles-down on digital messaging – growing millennial customer base by 35%
TDA knew it could better engage its consumer base by meeting them in the spaces where they spent their free time.