A streamlined and connected call center experience is table-stakes in today’s market – but many organizations struggle to deliver on that promise. A great experience requires integrated systems, the data and analytics to drive Next Best Actions, and the speed to keep pace with changing context – all delivered seamlessly in a way that delights customers.
That mix of components is very difficult to master – so accordingly, the overall experience is often lacking – and the narrow window of opportunity to retain a customer (or increase their footprint) closes quickly.
With Pega’s Next Best Action Advisor, you can create rich and rewarding experiences for your customers, while at the same time maximizing revenue from the call center. Pega leverages a unified desktop that consolidates all of the required systems, data, and analytics – and provides agents with a rich view of the customer profile. The advanced analytics capabilities will empower them to apply Next- Best Action recommendations seamlessly – but within the context of the conversation, when the time is right.