Customer Service Solution for Communications

KEY CHALLENGE

In the digital world, CSPs must satisfy customer intentions while reducing the cost to serve and increasing efficiency. Traditional service solutions are data centric with no guidance on how to best treat a customer in a specific situation. The result is excessive manual work, generic resolutions, inability to respond to change and inconsistent treatment across channels.

THE SOLUTION

Pega's customer service solution, Customer Process Manager for Communications (CPM-C), dynamically guides CSR's through every service interaction, automatically adapting service delivery to the channel or device, and enables rapid response to change without the need for any coding. Customer service experiences are consistent across channels and are differentiated according to customer lifetime value.