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Pega Customer Service for Retail Banking

Improve the customer experience in each and every interaction.

"We set out to create an integrated solution that meets the needs of customers and exceeds their expectations."

Jim Bush Executive Vice President, World Service

Get to know Pega Customer Service for Retail Banking


Guided interactions

Provide a better customer experience by adapting your service to each customer’s needs based on the situation. Pega intelligently guides users step by step or suggests the next best action to help you deliver more personalized service, reduce the need for training, and ensure compliance.

Omni-channel experience

Give your banking customers a consistent experience via any channel. With Pega, customer interactions transition seamlessly across devices without losing the context of the conversation. Meanwhile, your CSRs have visibility into customer history regardless of the channel.

Case management

To keep your promises to customers you need to connect the people, systems, and enterprise processes required to resolve inquiries. Pega links front- and back-office activities with automated work assignments and prioritization to deliver end-to-end resolution in accordance with bank policies.


Customer service desktop

Deliver a high quality customer experience while simultaneously improving productivity, with clear visibility into the entire customer relationship. Pega’s contact center interface is beautiful to work with, yet powerful enough to support the complexities of the world’s largest banks.


Web and mobile mashup

Customer interactions need to move seamlessly across channels to deliver a consistent experience. Embedding Pega directly into your existing channels with Pega Mashup brings dynamic case and process management directly to customer touchpoints, instead of hard-coding each channel independently.

Additional Product Features

Two or more parties can securely share the same web page with just a single click.

Retrieve customer data from existing systems in real time while preserving data integrity.

Manage, change, and deploy your applications from virtually anywhere.

Pega Social Engagement

CSRs can listen to social conversations, analyze customer sentiment, and give appropriate responses.

Pega Chat

Provide an efficient, consistent customer service experience for website visitors.

Pega Knowledge

Pega recommends relevant, timely information based on the current customer interaction.

Related Resources

PW16 Customer Transformation Stories from Leading Financial Institutions

Hear from various leading financial institutions as they describe their experiences in delivering consistent, proactive, customer-centric, cross-channel experiences.

American Express Delivers Exceptional Service Across the Globe

Learn how American Express embarked on a global transformation program to deliver exceptional customer care.

Customer Case Studies

See how customers are using Pega Customer Service for Retail Banking to transform their enterprises.

American Express preview card

Case study

American Express Exceeds Customer Expectations

American Express enlisted Pega to help build a new end-to-end system designed to provide excellent care for American Express customers.

Check out the case study
ANZ Transforms Global Business Operations With Pega

With Pega, ANZ reduced the number of applications to resolve an inquiry from fourteen to one.

Isbank Optimizes Over 500 Processes Gaining Over 30% Efficiency Across the Enterprise

Leveraging Pega's Dynamic Case Management Işbank executes more than 13 million transactions per year and has improved efficiency for most processes between 30% and 50%.