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Turn your contact center into a revenue center

Real-time decisioning and personalized offers at scale, powered by Pega Customer Service and Customer Decision Hub.

How we do it

AI-powered real-time decisioning
Boost conversion

Boost conversion.

Prompt CSRs to present exactly the right offer, when the customer is in-market.

Reduce churn

Reduce churn.

Identify at-risk customers, then deliver relevant and timely retention offers.

Decrease discounts

Decrease discounts.

Apply personalized customer budgets that improve efficiency and maximize customer lifetime value.

It’s not magic. It’s AI-powered real-time decisioning.

Next Best Action Advisor takes real-time decisions from Pega Customer Decision Hub and brings them to life as Offer and Retention recommendations for agents, within Pega Customer Service.

The always-on brain sits between the agent and the customer, using AI and behavioral algorithms to suggest high-value next best actions ranked by likelihood to succeed. When the customer gives additional input, the agent can pivot instantly with updated offers that incorporate the new context.

Nest Best Action Advisor

Personalized Next Best Actions, for every customer context

Agent recommendations
Every conversation is customer-centric

Every conversation is customer-centric

Pivot seamlessly from selling to serving to retaining, based on client propensity. The AI recommends the most relevant next best action offer or message, exactly when it’s needed.

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Real-time re-decisioning
Keep pace with the customer conversation

Keep pace with the customer conversation

Provide your agents with a constant stream of relevant, high-value recommendations, which update instantly when the AI senses a better option for engagement.

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Bundle negotiation
Bundle negotiation

Personalize bundles based on propensity and budget

Help your CSRs build personalized bundles to maximize share-of-wallet, by combining propensity scoring with business rules and profit margin guardrails.

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Adaptive machine learning
Adaptive machine learning

Learn from every customer response

Our adaptive models constantly analyze real-time data to learn and refactor themselves, using only the most predictive data to make next best action decisions.

Meet your agent co-pilot
Desktop integration
Harness the best-in-class service desktop

Harness the best-in-class service desktop

Give CSRs the comprehensive view and intuitive UI they need to provide great service. Leverage next-best-actions, omnichannel service, automated workflows and more with one powerful interface.

Explore Pega Customer Service

Analyst Reports

The leader in customer engagement

Pega named a Leader in The Forrester Wave™: Real-Time Interaction Management, Q1 2024

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Pega named a Leader in The Forrester Wave™: Core CRM, Q3 2022

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