
AI-powered customer service
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 work and provide AI-powered guidance to boost employee experience.
Boost loyalty and retention
Streamline processes, personalize offers, and accelerate resolutions to deliver better experiences for everyone.
The complete customer service solution
Intelligently guide and seamlessly automate every customer service journey
Connect and automate work across people and systems to resolve customer inquiries faster. Empower your agents with AI-powered task suggestions, coaching, content, and a full, relevant customer view across all channels. Future-proof your contact center with industry-leading AI and automation capabilities for efficient, consistent, and personalized service.

Transform customer service with AI
Empower your team with an AI copilot that understands customer intent and dynamically guides agents through customer service interactions. Pega’s AI automates tasks and recommends next best actions, keeping your agents laser-focused on delivering exceptional experiences. With a seamless, guided user experience and dynamic training and coaching, every agent can be your best agent from day one.

Simplify customer service messaging
Deliver frictionless experiences over all the top consumer-preferred digital channels, including web and mobile chat, Facebook, WhatsApp, and SMS. Meet your customers wherever they are and dazzle them with speedy, consistent, personalized service.

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.

Key Features of Pega Customer Service

Workflow Automation
Connect and automate work across people and systems.

Next Best Action Advisor
AI-powered recommendations for real-time next best actions.

Email Bot
Part of a trio of bots that automate customer resolutions.

Proactive Service
Anticipate and resolve customer needs before they call.

Chat Bot
Intelligent virtual assistants that accelerate customer resolutions.

Knowledge Management
Relevant content for customers and CSRs for faster resolutions.

Robotic Process Automation
Attended and unattended RPA to improve speed and precision.

Customer Service AI
AI that solves problems for customers and guides CSRs.

Digital Messaging
Unified, cross-channel messaging platform for agents.

Co-Browse
Securely share pages with customers.

IVR Bot
Personalized self-service for your existing IVR system.

Low Code App Development
Build and customize apps using visual tools, not complex code.

Cloud Infrastructure & Support
Unlimited interface with external systems; live data virtualization.

Reporting & Analytics
System monitoring and customizable dashboards & reports.

Digital Self-Service
Seamless self-service integrations into your existing UI.

Conversational AI
Real-time guidance and workflow automation for bots and agents.

Contact Center Desktop
Industry-leading dynamic interface for agents.

Case Management
Pega’s centralized, AI-powered workflow automation engine.

Process Extender for Salesforce Lightning
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.

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OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.

Pega enables businesses to detect patterns among various customer signals, in order to predict who is likely to call with a billing inquiry.

Customer can see what's changed this month on their dashboard.

Agent can see the reason of bill increasing on the detail page.



OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.