Pega Customer Service for Communications
Engage your customers anywhere
“We just reported our lowest ever churn, which is a real testament to how this is really starting to land and improve our customer experience.”
Pega anticipates each customer’s needs based on the situation, and intelligently guides users though every step of the interaction. Using service and usage history data, combined with customer lifetime value, Pega suggests the most appropriate actions at any time, in all channels.
Connect the journey with
Give your customers a consistent and continuous experience across IVR, phone, chat, email, social, and web self-service. With Pega, customer conversations transition seamlessly between channels without losing context.
complete visibility and control
Connect the people, systems, and enterprise processes required to resolve each customer inquiry. With deep communications functionality, Pega tracks related information like billing, inventory, and field service tasks and automates and assigns outstanding tasks, connecting front- and back-office activity to resolve customer cases.
Reduce average handle time, improve first-call-resolution, and eliminate unnecessary service calls, whether in the call center or via self-service. Pega guides agents and customers through each step with context-sensitive help, suggested actions, and automatic case and SLA management.
Optimize the way your employees work by simplifying, automating, and integrating technologies and processes so they can get more work done faster. Robotic automation accelerates high volume, repetitive tasks, and bridges system and data integration gaps.
Pega recommends relevant and contextual information based on the current customer interaction.
Customers and employees, including field agents, can use mobile for service as easily as desktop.
CSRs and customers can securely share the same webpage with just one click, for better self-service.
Office and field operations can manage the entire case lifecycle, from first touch to resolution.
Pega’s scaled, tiered cloud platform supports Pega Customer Service for Communications.
Fetch customer data from different sources, in real time, while preserving data integrity.
Listen to social conversations, analyze customer sentiment, and give an appropriate response.
Provide an efficient and consistent chat experience for both website and mobile visitors.