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Omni-channel customer experience

With Pega, your customer conversations seamlessly transition across communication channels and devices without losing context.

Pega Customer Service includes integrated, multi-channel systems capable of managing telephone (inbound and outbound), Web and mobile chat, email, Web self-service, fax, and white mail service interactions.

But Pega goes beyond that. Using Pega’s Case Management capabilities, your service reps can create a single connected, omni-channel conversation with customers. Customer information is presented to agents with a single view across front-end with back-end systems across multiple systems of record, applications and data sources. Pega Case Management provides a unified view of the customer’s case throughout the organization.

Today’s customers expect service experiences to be fast, easy, and right the first time regardless of channel. However, large organizations cannot satisfy the demands of a modern-day customer journey, in which customers regularly switch between multiple channels. Organizations need to connect customers to the right people and systems in a complex global environment for simpler, more consistent customer experiences.

Pega Customer Service provides historical cross-channel information to give CSRs insight into what actions were taken on behalf of a customer during an interaction and related service requests.

The omni-channel experience capabilities of Pega Customer Service ensure visibility of these customer interactions regardless of channel. Whether your customers are getting answers on a Web self-service site, a mobile device, or working directly with your contact center agents via phone or chat, your CSRs have visibility to customer history regardless of the channel.

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