Exceed expectations with AI-powered telecom customer service
Rethink complex processes and outdated service channels
Offer self-service that actually works. Turn contact centers into revenue generators. Connect journeys across channels.
Offer self-service that simply works
Make every agent your best agent
Drive revenue across all your service interactions
Featured customers
Telenet elevates customer intimacy and unlocks business value
Discover how Telenet implemented Pega Customer Service™ to improve operational efficiency.
Virgin Media Ireland achieves total customer service transformation
Learn how Virgin Media is transforming customer experiences using a single brain that enables an omni-channel, self-learning approach to service.
TalkTalk revolutionizes consumer experiences
See how TalkTalk reduced complexity to deliver continuous and consistent customer service in every channel – all while reducing costs.
Digital first self-service
Help your customers help themselves
Resolve any simple to complex inquiry with AI-powered self-service applied across all your channels. Reduce customer effort and contact center volume with digital-first solutions that seamlessly escalate to customer service representatives only when needed.
How we do it
- Embed Pega self-service workflow experiences in any web portal or mobile app
- Use natural language processing, knowledge management, and virtual agents to deliver seamless experiences, driven by customer history and case information
Integrated service
Unlock customer value with empathetic and personalized service
Make every agent your best agent with an AI-powered copilot that uses contextual insights to dynamically guide the conversation and recommend next best actions. With real-time insights, agents are empowered to seamlessly shift between caring, retaining, and selling in the moment as customer needs evolve.
How we do it
- Surface customer context, issues, or churn risk in real time with omni-channel AI
- Guides agents to take the next best action or proactive service before the customer even has to ask
- Increase customer loyalty with more personalized service experiences
Faster resolutions
Resolve more inquiries, faster
Streamline agent tasks and automate cross-system interactions to scale contact center capacity – with the resources you already have. Minimize your team’s cost-to-serve while managing increased contact volume with intelligent automation to reduce cost-to-serve and improve experiences.
How we do it
- Connect digital and assisted channels so customers can start and finish journeys anywhere for a true, fulfilling omni-channel experience
- Sense customer needs and proactively surface relevant information to reduce inbound calls
- Build service journeys once and activate on any channel
Analyst Report
See why Forrester gives Pega the top score among core CRM solutions.
Get the analyst report