Smart. Personalized. Simple. Real customer service CRM.

“We're able to predict that you're going to call…to provide you a resolution path before you need to actually contact us.”

Eddie Batlle Customer Engagement Principal Architect - OCIO

Unified digital messaging

Customers want to communicate with you via all kinds of digital channels. Meet them where they are and engage seamlessly in a powerful, unified agent desktop. With the acquisition of leading digital messaging platform provider In the Chat, Pega empowers you to be more flexible and future-proof than ever.

Real-time omni-channel AI

Engage customers across channels and devices without losing the context of your conversation. Pega Customer Service™ includes real-time omni-channel AI that extends across phone, web, mobile, chat, email, and much more, creating truly seamless experiences.

AI-guided interactions

What if every customer service agent could be as good as your top performers? Pega’s AI-augmented agent automates tasks and learns from your best agents’ behavior, then guides chat agents with next-best-action recommendations – so you engage intelligently every time.

Dynamic case management

Pega helps you keep your promise to your customers, connecting all the people, contact center systems, and other enterprise processes required to resolve each customer inquiry. It tracks related information, automates and assigns outstanding tasks, and connects front- and back-office activity for end-to-end resolution.

Robotic desktop automation:
A personal robot for every agent

Rapidly optimize the way your employees work. Simplify, automate, and integrate technologies and processes on the desktop that enable them to get more work done faster.

Contextual digital self-service

Make your website and mobile experiences more effective – and get fewer calls from frustrated customers – by infusing context into your digital experience. Pega Self-Service Advisor uses real-time insights to give browsers the information they need, fast; it can even generate personalized offers for optimal engagement.

Additional Product Features

Pega’s unified customer contact center interface is beautiful to work with, yet powerful enough to support the customer service complexities of large organizations.

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

Enables office and field operations to manage the entire customer interaction lifecycle, from first phone call to request close.

Ensure that your customer service application communicates with your telephony systems for a seamless customer experience.

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

Pega recommends relevant, timely information based on the current customer interaction. It manages the complete lifecycle of content from creation to publication.

Bring the intelligence of our Case Management directly to the customer touchpoint, instead of hard-coding logic into each channel independently.

Related Resources

White Paper

Achieving digital customer service transformation

Read this whitepaper to learn how to rethink service in the digital era and transform your approach to achieve proactive service and deliver seamless experiences for your customers.

Report

What stands in the way of superior service?

Read our report to learn where your customer service may be falling short - and what you can do about it.

"The thing I like about Pega is the integrated platform and all of the capabilities we have there. We’ve not found a limit to how far Pega can take us."

Steve Power Senior Director, Order Management Services, Cisco

Customer Case Studies

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

CASE STUDY

American Express Exceeds Customer Expectations

Learn how focusing on the customer has really paid off for American Express.

Customer Success

Revitalizing Customer Service Processes

With automation, Unum was able to eliminate many manual handoffs, freeing its reps to focus on customers.

A Truly Digital Insurer

AEGON pushes the envelope in transforming themselves from product-centric to a customer-centric enterprise.

See how Pega can help your business