Customer Service for Retail Banking

 Improve the customer experience in each and every interaction with
Customer Service for Retail Banking
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Give your banking customers what they need, when they need it. Pega uses historical and session data already collected to deliver a personalized experience for your customers every time.


Put your customers in touch with the right people and systems. With Pega, you can easily link front and back office staff and platforms to resolve inquiries while driving higher satisfaction scores.


Create a simple, consistent customer experience anywhere, anytime. Manage complexity across geographies, products, segments, and channels to streamline processes and reduce servicing costs.

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.
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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.
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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.
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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.
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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.
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Two or more parties can securely share the same web page with just a single click.
CSRs can listen to social conversations, analyze customer sentiment, and give appropriate responses.
Provide an efficient, consistent customer service experience for website visitors.
Pega recommends relevant, timely information based on the current customer interaction.
Retrieve customer data from existing systems in real time while preserving data integrity.
Manage, change, and deploy your applications from virtually anywhere.
ECM Taxonomy Terms: 
Financial Services
Customer Service for Retail Banking
Customer Service