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 Virtual Assistant
Intelligent chatbots that accelerate customer resolutions.
Relevant content for customers and CSRs for faster resolutions.
Robotic Process Automation
Attended and unattended RPA* to improve speed and precision.
AI that solves problems for customers and guides CSRs.
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.
Seamless self-service integration into your existing website and mobile applications.
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.
Frequently Asked Questions about Case Management Edition
You don’t need to. Pega Case Management Edition (CME) integrates with your existing service desktop, accelerating service and orchestrating processes through AI-powered decisioning and workflow automation.
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.
Instead of an online troubleshooter that can diagnose and address network issues remotely, the app only offers generic, one-size-fits-all FAQs.
What seems like ESP is really Pega’s real-time AI. That’s how the internet service provider can sense Nia’s problem and immediately reach out on her channel of choice.
With Pega’s contextual self-service experience, Nia is immediately recognized when she logs in and directed right to an interactive online troubleshooter.