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Proactive customer service

Real value comes from reimagining what service can be. Seamless. Consistent. Efficient. Future-proof. That’s how you deliver on your brand promise while seriously slashing costs. So what are you waiting for?

How we do it

Proven tools to digitize & simplify


Anticipate needs. Then exceed expectations.

What if you could fix what’s wrong before a customer even reaches out? Pega’s contextual AI-powered insights make proactive service not only possible, but easy.


Turn many interactions into one conversation

Disconnected experiences hurt your NPS and your bottom line. Unify and streamline across channels so you can resolve issues quickly and cut costs.


Make service quicker and better (for everyone)

Dated desktops and manual processes slowing you down? Ditch the busywork and save employees and customers time with digital self-service, case management, and intelligent automation.

See it in actionStreamlined service

Meet Nia

To keep her small business running, she relies on two things: strong coffee and fast internet.

Network disaster

Nia's WiFi goes down during a busy day. She opens up her internet provider's app, but can't find the info she needs.

See what's missing

Phone call frustration

Nia calls the provider's help line, only to wait on hold for 10 minutes, then repeat her issue to two different agents.

Time to say goodbye?

Every wasted moment hurts Nia's business. She's questioning whether this company is as reliable as she thought.

Without Pega

Disconnected
experiences

Customer outcomes

  • Longer wait times
  • Dissatisfaction
  • Reconsidering purchase

Business outcomes

  • Increased contact center backlog
  • Potential lost revenue
  • Higher churn rates

Meet Nia

To keep her small business running, she relies on two things: strong coffee and fast internet.

Proactive network help

Nia's WiFi goes down during a busy day. Moments later, she gets a helpful text from her internet provider.

It's not magic

Quick, easy solutions

Nia clicks on the link, logs into the provider's app, and follows some simple troubleshooting steps.

How this works

Hello, awesome service

Nia gets her network back up in less time than it takes to make an extra-frothy cappuccino. Pretty impressive.

With Pega

Proactive
problem‑solving

Customer outcomes

  • Faster resolution
  • Higher satisfaction
  • Increased loyalty

Business outcomes

  • Reduced contact center volume
  • Saved time & resources
  • Higher customer satisfaction

How can you streamline service with Pega?
Explore Pega Customer Service™

Featured Solution

Pega Customer Service
Evolve as fast as your customers

From real-time AI to desktop automation, our solution delivers everything you need to bring service into the digital era.

Explore the application

Client Success Story

Cisco

Cisco partnered with Pega to digitize its customer service function – and eliminated 4 million hours of customer wait time.

See how
Gartner CRM CEC 2019

Pegasystems named a Leader in Gartner’s Magic Quadrant for CRM Customer Engagement Center.

Analyst Report

Pega named a leader in CRM

For the 10th consecutive year, Gartner recognized Pegasystems as a Leader in the 2019 Gartner Magic Quadrant for CRM Customer Engagement Center report.

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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.