Transform your contact center
Revolutionize your agent experience
Pega Customer Service™ is an industry-leading contact center solution built on the Pega Platform™. Designed for delivering seamless, personalized experiences across all channels, this AI-powered desktop makes every agent your best agent: driving efficiency, first-contact resolution, and revenue generation – all while making service effortless for everyone.
Make every agent your best agent
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With Pega, agents always know what to do and say
Workflows guide your team through customer journeys while AI serves as the co-pilot: recommending actions, responses, and knowledge articles - so you can drive better resolutions faster.
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Deliver personalized service with full customer context
Pega’s Live Data powers a complete customer view by leveraging relevant information from all your existing systems. Plus, your data can stay where it is – no forklifting required.
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Radically streamline agent activities with AI
Empower your team to deliver better service, faster.
- Supercharge agent 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
Achieve true omnichannel experiences
Unify channels for consistent service across all touchpoints. Customers can pause, resume, switch channels, or move from self-service to live-agent support with ease – all while keeping the full story intact. With workflows orchestrating the service journey from behind the scenes, agents can assist customers at any point along the road to resolution, without missing a beat.
Take your contact center to the next level with these related capabilities
Integrated knowledge
Intelligently surface relevant knowledge articles for agents, right from their desktop. Pega Customer Service comes with built-in knowledge management – so your agents always have the right info, at the right time, at their fingertips.
Next Best Action Advisor
Drive customer lifetime value with AI-powered offers and recommendations for next best actions. Pega Customer Service takes real-time decisions from Pega Customer Decision Hub™ and brings them to life as offer and retention recommendations – right from the agent desktop.
Robotic Process Automation
Add Robotic Process Automation to the Pega Customer Service desktop, and enhance the agent experience by automating repetitive, manual work while providing a 360⁰ view of information gathered from multiple existing systems.
