Pega Customer Service

Personalized customer service across every journey

The most agile software built for friction-free experiences

Product Overview
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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.

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Key features of Pega Customer Service

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.

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Digital self-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.

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Unified messaging

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 Facebook Messenger, Twitter, Apple Business Chat, WhatsApp, and SMS. Reduce costs and improve efficiency in as little as 7 days.

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Guided interactions

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.

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Robotic process automation (RPA)

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 Automation^TM. Unattended and attended RPA can improve your business’ speed, efficiency, and precision, resulting in dramatic gains in productivity.

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More features

Field Service

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Email Bot

Intelligent Virtual Assistant

Guided troubleshooter

AI-augmented agent

Knowledge Management

Telephony integration (CTI)

Case management for data privacy and protection

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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.

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More analyst reports

Gartner Magic Quadrant for the CRM Customer Engagement Center 2020

The Forrester Wave: Real-Time Interaction Management, Q1 2019

Gartner Critical Capabilities for the CRM Customer Engagement Center 2019

How Pega helps you resolve

Telco

Data limit almost exceeded. Roaming activated.

You are about to reach your monthly data limit...

Customer

To avoid costly calls to your service center (and keeping customers happy), you need to stay one step ahead. That's why Pega's real-time monitoring and pattern detection lets you sense a potential billing issue, then send your customer a proactive notification.

It's not mind-reading. It's signals.

CTA Text

I'm a link

Why is my bill so high? Let me check...

Customer billing view

If the billing issue is due to new fees and charges, the customer can log in and easily see what's changed, thanks to Pega's customer self-service view.

Customer is 79% likely to call about their bill...

Offer to waive late fee

Use Pega's AI-powered propensity modeling to determine when to present the offer that gives your customer resolution he needs—without having to call your service center.

See call deflection in action

Why is my bill so high?

You have a data roaming charge and a late fee. Would you like me to waive the late fee?

Agent's view of changes

If a customer does pick up the phone, your agents will be ready. Pega provides a detailed view of charges over time, and guides agents with scripts. That way they can focus on the interaction with the customer instead of making calculations.

Thanks so much for waiving my late fee!

Thanks for being a valued customer!

When your customers' billing issues are resolved quickly, you see results. Think higher customer satisfaction, fewer calls, and lower average handle time (AHT).

Find out how Cisco cut AHT in half

Proactive customer service. Streamlined billing inquiries. Start delivering all of this and more with Pega Customer Service.

Learn about the Billing Inquiry Microjourney™

Learn more about intelligent guidance

Telco

Activate your account now. It should take about 10 minutes.

I can do this on my phone? Great!

Customer

Want to make a great first impression (and avoid calls to your service center)? Use Pega’s self-service guided internet setup to make customers’ experience easy and frictionless.

Mobile-first experience

Ok, how do I get started?

Visual instructions

Step-by step visual instructions help your customer get set up successfully. Troubleshooting tips allow her to easily navigate challenges along the way.

Customer

OK, I'll take a picture of my modem.

Great, we've got your serial number

Telco

The customer can take photos of her equipment, and Pega’s optical character recognition (OCR) and natural language processing (NLP) work in the background to identify serial numbers and IDs.

How this works

Customer

My internet is working!

Great! We're here if you need anything.

Telco

It all adds up to seamless self-service, higher customer satisfaction, and fewer calls.

Find out how TalkTalk enables customer self-service

Proactive customer service. Flawless digital experiences. Start delivering all of this and more with Pega Customer Service.

Learn about the Guided Internet Setup Microjourney™

Learn more about Pega's NLP capabilities

Two ways to get started

Replace Your Desktop

Transform 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.

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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.

Case Study

Kaiser Permanente exceeds customer expectations

Learn how Kaiser Permanente saved $100 million with Pega Customer Service^TM.

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Case Study

Great American Insurance makes simple happen

Find out how Great American Insurance was able to move from 15 systems to just one.

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Case Study

DCU delivers friction-free experiences across channels

Learn how DCU is driving efficiency across the contact center.

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Resetting your customer service strategy, fast

Resetting your customer service strategy in times of disruption
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.