Customer Service: Case Management Edition
Automate agent-assisted service
Transform service without disruption
Pega Case Management Edition: Key Capabilities
Prebuilt industry-specific processes and data models.
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.
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 integration into your existing website and mobile applications.
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.
Frequently Asked Questions about Case Management Edition
Pega CME will deliver end-to-end workflow automation, improved process efficiency, better case status visibility, and an enhanced audit trail – all packaged in a low-code platform that you can implement without business disruption. The results are faster resolutions, lower maintenance, better scalability, and a cross-channel, customer-centric approach.
Yes – in fact, you can get much more out of your Salesforce service cloud by integrating with Pega CME. We’ve built a Process Extender for Salesforce Lightning that allows you to natively embed Pega automation and AI-powered decisioning within Salesforce. But the Process Extender is just one of the ways Pega can inject AI and automation into a non-Pega UI. Pega CME can integrate with your current tool stack, including home-grown applications, through various APIs.
By integrating Pega CME into your current desktop, you can generate more ROI through better process efficiency, accelerated customer resolutions, and a decreased burden on CSRs. Pega’s Customer Service offering generates an average of 298% ROI in the first 6 months, while smarter decisioning and automation will help you scale your capabilities and handle higher volumes without adding headcount.
Pega offers a powerful service desktop that automates and orchestrates service in whatever channel it takes place – efficiently guiding your customers and agents to faster service resolutions. You can replace your desktop with Pega right away, or you can start with Pega CME – laying the foundation for a smooth migration to Pega desktop in the future. Both products are built on the same core technology. Schedule time to consult an expert on the best approach for your needs.