Automate customer service, everywhere

Automate and orchestrate every service journey, no matter where customers engage. Save time and effort with AI-powered guidance and decisioning. Transform customer service without having to replace your desktop.

• Explainer
• 01:01

Watch it come to life

How we do it

Unify AI and automation for amazing customer experiences

Accelerate customer resolutions across every touchpoint, including self-service.

Reduce customer and employee effort with automated workflows.

Empower agents to deliver better service, faster.

Guide agents from start to finish with AI-powered tools.

Transform service on your own terms.

No need to rip and replace. Inject AI and automation for end-to-end orchestration – all while keeping your existing systems and data intact.

See it in actionStreamlined service

• With Pega
• Without Pega

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

Transforming Customer Service at Virgin Media and OVO Group

Video duration: 03:00

Client Success Story

Virgin Media and OVO Group

Virgin Media and OVO Group teamed with Pega to transform their customer service departments – automating manual processes, delivering more efficient and personalized service, and generating better experiences for agents and customers.

See how

Analyst Reports

The leader in customer engagement

Pega named a Leader in The Forrester Wave™: Core CRM, Q3 2022

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Pega named a Leader in The Forrester Wave™: Real-Time Interaction Management, Q2 2022

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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.