AI-powered customer service
An intelligent service automation platform that delivers amazing experiences at scale.
Drive down cost-to-serve
Minimize costs and get the most out of your channels with intelligent automation and case management.
Work smarter, not harder
Automate work and provide AI-powered guidance to boost employee experience.
Boost loyalty and retention
Streamline processes, personalize offers, and accelerate resolutions to deliver better experiences for everyone.
The complete customer service solution
Intelligently guide and seamlessly automate every customer service journey
Connect and automate work across people and systems to resolve customer inquiries faster. Empower your agents with AI-powered task suggestions, coaching, content, and a full, relevant customer view across all channels. Future-proof your contact center with industry-leading AI and automation capabilities for efficient, consistent, and personalized service.
Transform customer service with AI
Empower your team with an AI copilot that understands customer intent and dynamically guides agents through customer service interactions. Pega’s AI automates tasks and recommends next best actions, keeping your agents laser-focused on delivering exceptional experiences. With a seamless, guided user experience and dynamic training and coaching, every agent can be your best agent from day one.
Simplify customer service messaging
Deliver frictionless experiences over all the top consumer-preferred digital channels, including web and mobile chat, Facebook, WhatsApp, and SMS. Meet your customers wherever they are and dazzle them with speedy, consistent, personalized service.
Enhance your self-service capabilities for 24/7 support
Your customers need you. But they don’t always need a live agent. Pega’s contextual self-service uses NLP, knowledge management, and intelligent chatbots to deliver seamless experiences, driven by customer history and case information. This results in faster time to resolution and improved containment rates.
More Pega Customer Service features
Workflow Automation
Connect and automate work across people and systems.
Knowledge Management
Relevant content for customers and CSRs for faster resolutions.
Case Management
Pega's centralized, AI-powered workflow automation engine.
Next Best Action Advisor
AI-powered recommendations for real-time next best actions.
Pega Call & Voice
Seamless CRM and telephony integration for seamless customer experiences.
Robotic Process Automation
Attended and unattended RPA to improve speed and precision.
Email & Email Bots
Streamline and automate customer resolutions.
Chatbots & IVR Bots
AI-powered virtual agents that accelerate customer resolutions.
Process Extender for Salesforce Lightning
Embed Pega's processes and workflows within Salesforce.
How Pega helps you transform service
Replace your desktop without disruption
Not getting enough out of your desktop? Transform your customer service ecosystem from end to end with a best-in-class desktop that boosts agent productivity and streamlines the customer experience.
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Supercharge your existing desktop with Pega
Don't want to rip and replace? No problem. Automate and orchestrate customer service with Al-powered tools and out-of-the-box case management, without replacing your existing desktop.
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Integrate the best solutions for even better service
Not willing to abandon your current solutions? Looking to take service to the next level? Make Pega Customer Service™ even more powerful with seamless AI, telephony, and channel integrations.
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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.
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OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.
Pega enables businesses to detect patterns among various customer signals, in order to predict who is likely to call with a billing inquiry.
Customer can see what's changed this month on their dashboard.
Agent can see the reason of bill increasing on the detail page.
OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.