Unify customer service messaging for digital channels
Use a single interface for your messaging channels
Connect with your customers on the messaging channel of their choice.
Surface insights when it matters
Guide agents with an AI-powered co-pilot so they can focus on what really matters.
Boost agent productivity
Automate and orchestrate work from end to end with best-in-class case management.
Deliver customer service messaging on all the top digital channels
Faster outcomes across messaging apps
Meet your customers wherever they are by enabling service across Digital Messaging channels, including WhatsApp, web chat, mobile chat, Facebook Messenger, or SMS.
Seamless transitions between chat and call
Your agents can provide personalized service by initiating a phone call directly from a messaging conversation in their agent interface, without any awkward transitions. Chat remains open so the conversation can continue using either channel.
Embed digital messaging within your iOS or Android applications
Create native messaging experiences in your iOS and Android apps with mobile messaging SDK capabilities, including push notifications that make it easier to drive proactive self-service.
Fast and smart agent workflows with Pega Messaging AI
Deliver AI-driven efficiency across messaging channels – so every agent can be their best in every conversation. Save time with hands-free data entry, automated case suggestions, and real-time contextual knowledge.
Build once. Deploy across all channels.
Simplify service from the center out as you build functionality and deploy instantly across all digital channels. With Pega you can create and transform processes and features right from the core – ensuring efficiency and consistency.
Switch quickly and stay connected
Say goodbye to dropped chats and hello to sky-high first contact resolution rates. Enable frictionless channel switching from chat to your customer’s channel of choice – and ensure they always stay connected.
Case Study
Universal Orlando boosts CSAT and builds loyalty with SMS customer service
Learn how Universal Orlando drove up satisfaction, loyalty, and retention levels through a digital messaging platform powered by Pega.
Digital Customer Engagement Edition
Launch customer service messaging – and more
Pega’s flagship, AI-powered customer service edition features messaging, knowledge management, self-service, telephony integration, and much more.