Customer Service, Evolved
New channels, devices and products. Customers expect more - and they expect it now. With Pega, you deliver a satisfying, efficient and accurate experience.
Find out how Pega puts the relationship back in customer relationship management. View video
Engage Customers everywhere
What if you could truly put the customer in the center of your customer service? Pega Customer Service does that, by helping you:
- Meet customers where they are, with our omni-channel service, to stay engaged without ever losing context.
- Anticipate customer needs, with our intelligent guidance, to simplify the steps for personalized service.
- Deliver on your promises to customers, with our case management capabilities, to connect all the people and systems required to resolve an issue.
- Focus on your customers not your systems, with our unified platform, to keep your application always up to date.
That way, no matter how customers contact you, and which employee they interact with, you always deliver a satisfying, efficient and accurate customer service experience.
Pega has helped companies like Kaiser Permanente, American Express, and Farmers Insurance save tens of millions of dollars, increase First Contact Resolution rates by 50% and cut training costs by as much as 90%.
Deliver satisfying, efficient and accurate service experiences
With Pega Customer Service, you will be better able to anticipate customer needs, provide guidance to employees, and automate processes to deliver a satisfying, efficient and accurate service experience for your connected customers.
Omni-channel service. With Pega, your customer conversations seamlessly transition across communication channels and devices without losing context.
- Mobile. Customers and employees, such as supervisors, branch employees and field service agents, can interact through a user experience optimized for their devices.
- Co-Browsing. Customer service representatives can instantly share a web or mobile experience and guide customers in real time.
- Social engagement. Customer service representatives can listen to social conversations, analyze customer sentiment, and give an appropriate response in the right channel at the right time.
Case Management. Pega helps you keep your promise to your customers, connecting all the people and systems required to resolve each customer inquiry. It tracks related information, automates and assigns outstanding tasks, and connects front- and back-office activity, for end-to-end resolution.
Intelligent guidance. Pega anticipates what each customer needs, based on the situation. During interactions, it intelligently suggests the next-best-action to take, guiding users step-by-step through a personalized service experience.
Intuitive interface. Pega's interface is beautiful to work with, yet powerful enough to support the customer service complexities of large organizations.
Knowledge management. Pega recommends relevant, timely information based on the current customer interaction. It manages the complete lifecycle of content from creation to publication.