Pega Customer Service for Communications

 Engage your customers anywhere with
Pega Customer Service for Communications
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Profit

Grow profit margins and improve customer satisfaction by reducing customer propensity to call, containing calls in IVR or deflecting to self-service, and increasing the efficiency of agent interactions.

Delight

Deliver more personalized service using big data and customer context to determine the next best action in every interaction, so customer journeys transition seamlessly across channels.

Adapt

Make agility your most powerful tool against unpredictable markets and fast-moving competitors. Build once, then specialize as needed for regions, products, or customers.
Simplify operations with

Guided Interactions

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.
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Connect the journey with

Omni-Channel Experience

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.
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Keep your promises with

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.
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Improve technical support with

Guided Troubleshooting

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.
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Simplify agent and customer experiences with

Robotic Automation

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.
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“We've seen a 40% reduction in our early life complaints, 15% reduction in early life calls, which is fantastic. 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.”

Alex Birtles, Head of Customer Loyalty Strategy, TalkTalk

“We've seen a 40% reduction in our early life complaints, 15% reduction in early life calls, which is fantastic. 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.”

Alex Birtles, Head of Customer Loyalty Strategy, TalkTalk

Additional Product Features

Pega recommends relevant and contextual information based on the current customer interaction.
Listen to social conversations, analyze customer sentiment, and give an appropriate response.
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.
Provide an efficient and consistent chat experience for both website and mobile visitors.
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.
ECM Taxonomy Terms: 
Communications & Media