AI-powered workflows for faster resolutions
An intelligent service automation platform that delivers amazing experiences at scale.
Drive down cost-to-serve
Minimize costs and get the most out of your channels with intelligent automation and case management.
Work smarter, not harder
Automate more work so you can scale your contact center’s capacity without hiring more agents.
Boost loyalty and retention
Streamline processes, personalize offers, and accelerate resolutions to deliver better experiences for everyone.
Remove silos with automated case management
Connect and automate work across people and systems to resolve customer inquiries faster. Pega’s AI-powered case management adapts to customer service requests. Pre-defined microjourneys built on industry best practices are templates to get started quickly. Efficient service delivery across every interaction to minimize your team’s cost-to-serve while managing increased contact volume.
Meet your co-pilots that help you deliver elevated experiences with AI tools that guide your intelligent chatbots and live agents. Conversational AI understands, responds to, and learns from customer interactions in self-service and agent-assisted channels. Voice and Messaging AI listen to conversations and suggest actions, so agents fully focus on the customer, not the process.
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.
Simplify customer service messaging
Deliver frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Twitter, Apple Messages for Business, WhatsApp, and SMS. Meet your customers wherever they are and dazzle them with speedy, consistent, personalized service.
Automate email processing at scale
Customers expect immediate answers to their emails. Pega’s AI-powered Email Bot lets you quickly triage, process and respond to more emails, delivering real customer outcomes and reducing manual agent work. Unlock growth while handling higher email volumes than ever before.
Key Features of Pega Customer Service
Live web chat for synchronous and asynchronous interactions.
AI-powered email bot that automates inquiries.
Anticipate and resolve customer needs before they call.
Intelligent chatbots that accelerate customer resolutions.
Relevant content for customers and CSRs for faster resolutions.
Attended and unattended RPA to improve speed and precision.
AI that solves problems for customers and guides CSRs.
Unified, cross-channel messaging platform for agents.
Securely share pages with customers.
Intelligent IVR API
Personalized self-service for your existing IVR system.
Build and customize apps using visual tools, not complex code.
Unlimited interface with external systems; live data virtualization.
Reporting & Analytics
System monitoring and customizable dashboards & reports.
Seamless self-service integrations into your existing UI.
Real-time guidance and automation for bots and agents.
Unified Agent Desktop
Industry-leading dynamic interface for agents.
AI-powered recommendations for next best action.
Pega’s centralized, AI-powered workflow automation engine.
Embed Pega Low Code processes natively within Salesforce.
Connectors & Adaptors
Interface with external systems; live data virtualization.
Two ways to transform service:
Not getting enough out of your desktop? Transform your customer service ecosystem from end to end with a best-in-class desktop that boosts agent productivity and streamlines the customer experience.
Supercharge your existing desktop with Pega
Don’t want to rip and replace? No problem. Automate and orchestrate customer service with AI-powered tools and out-of-the-box case management, without replacing your existing desktop.
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Forrester names Pega a Leader in CRM
Learn why Pega earned the highest score in the current offering category in The Forrester Wave™: Core CRM Solutions, Q3 2022.
More analyst reports
Client Success Story
Virgin Media and OVO Group
Virgin Media and OVO Group teamed with Pega to transform their customer service departments – automating manual processes, delivering more efficient and personalized service, and generating better experiences for agents and customers.