Pegaworld 2016: PayPal's Proactive Customer Care (Presentation)

The PCC is PayPal’s solution to deliver consistent, proactive, customer-centric, cross-channel experiences. This platform enables our business to manage customer experiences in real time across critical channels including but not limited to IVR, help center, CSR and outbound notifications. Orchestrated by Pega, the solution has transformed the organization service capabilities, improved Net Promoter scores and reduced customer service expenses.