Pega Customer Service - Unified Desktop
Unlock the full potential of your contact center employees
Pega's AI-powered desktop unifies guidance, context, and automation into one intelligent workspace – driving efficiency, faster resolutions, and empowering CSR's to deliver exceptional service.
Create expert customer service reps
Intelligent guidance
Workflows guide your team through customer journeys while AI recommends actions, responses, and knowledge articles – boosting efficiency and customer satisfaction.
Customer 360 view
Unified profiles bring together history, status, preferences, and AI insights so agents can personalize every interaction – and seamlessly pick up conversations midstream across any channel with full context and sentiment.
AI-powered assistance
Supercharge CSR productivity by eliminating note-taking, wrap-up activities, and manual data entry. Drive on-brand, consistent service with script adherence, real-time interaction transcripts, and AI-powered training.
Take your contact center to the next level with these related capabilities
Knowledge Buddy
Instant answers, zero guesswork. AI surfaces the right knowledge in real time – so employees can resolve issues fast and confidently.
Next Best Action Advisor
Smarter offers, stronger loyalty. Bring real-time decisions to the desktop with AI-driven next best actions.
Robotic Process Automation
Automate the routine, elevate the experience. Cut manual work with bots that streamline tasks and unify data.
Voice & Messaging AI
Intelligence in every conversation. Analyze live interactions with NLP to surface insights and simplify service.