Personalized customer service across every journey
The most agile software built for friction-free experiences
Boost agent productivity
Your agents are integral to your success. Keep your team connected, effective, and productive wherever they are.
Be there for your customers
Your customers want to feel taken care of. Provide them with proactive, personalized, and frictionless experiences across any channel.
Drive down cost-to-serve
These days, you need to do it all. Minimize costs and get the most out of your channels with intelligent automation and case management.
Cut across silos with end-to-end automation
Orchestrate work from end to end. Pega’s case management expands and adapts to customer and agent microjourneys across business dimensions. With streamlined service delivery across every interaction, you can minimize your team’s cost-to-serve while managing increased volume.
Enhance your self-service capabilities for 24/7 support
Your customers need you. But they don’t always need a live agent. Pega’s contextual self-service uses NLP, knowledge management, and intelligent chatbots to deliver seamless experiences, driven by customer history and case information. This results in faster time to resolution and improved containment rates.
Say goodbye to channel silos with unified messaging
Meet your customers wherever they are. Pega’s unified messaging gives your agents an easy-to-use interface to handle concurrent interactions across digital channels including chat, Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, and SMS. Reduce costs and improve efficiency in as little as 7 days.
Support your agents with guided interactions
Your agents don’t have to go it alone. Simplify service tasks and use real-time AI to help your team deliver high-value work more efficiently. With Pega, managers can build coaching tips, send role-specific alerts to agents, and provide real-time guidance.
Apply RPA to clear the way
Stop the alt-tab lifestyle of toggling between multiple applications and working in disconnected systems. Free up agents with Pega Robotic Process AutomationTM. Unattended and attended RPA can improve your business’ speed, efficiency, and precision, resulting in dramatic gains in productivity.
A leader in customer service
Learn why Gartner has named Pega as a leader in their Magic Quadrant for CRM Customer Engagement Center for 11 consecutive years.
More analyst reports
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Two ways to get started
Replace Your DesktopTransform service from end-to-end
Drive end-to-end digital customer service transformation across your organization with best-in-class, agile technology that’s built for a fast-moving world.
Improve Your Existing Desktop
Augment current capabilities with the power of Pega microjourneys
Already have an existing customer service desktop in place? Scale and reinforce your current customer service solution with intelligent automation, case management, and “a journey at a time” delivery model.
Customer case studies
See how customers are using Pega Customer Service to transform their enterprises.
Kaiser Permanente exceeds customer expectations
Learn how Kaiser Permanente saved $100 million with Pega Customer ServiceTM.
Great American Insurance makes simple happen
Find out how Great American Insurance was able to move from 15 systems to just one.
DCU delivers friction-free experiences across channels
Learn how DCU is driving efficiency across the contact center.
As organizations look to adjust their customer service strategy in response to COVID-19, there are four steps that can help you to deliver exceptional service. Learn how to provide the level of service your customers expect, without driving up costs.