Omni-channel customer experience

With Pega, your customer conversations seamlessly transition across communication channels and devices without losing context.

Pega Customer Service includes integrated, multi-channel systems capable of managing telephone (inbound and outbound), Web and mobile chat, email, Web self-service, fax, and white mail service interactions.

But Pega goes beyond that. Using Pega’s Case Management capabilities, your service reps can create a single connected, omni-channel conversation with customers. Customer information is presented to agents with a single view across front-end with back-end systems across multiple systems of record, applications and data sources. Pega Case Management provides a unified view of the customer’s case throughout the organization.

Build for Change: Omni-Channel UX

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Today’s customers expect service experiences to be fast, easy, and right the first time regardless of channel. However, large organizations cannot satisfy the demands of a modern-day customer journey, in which customers regularly switch between multiple channels. Organizations need to connect customers to the right people and systems in a complex global environment for simpler, more consistent customer experiences.

Pega Customer Service provides historical cross-channel information to give CSRs insight into what actions were taken on behalf of a customer during an interaction and related service requests.

The omni-channel experience capabilities of Pega Customer Service ensure visibility of these customer interactions regardless of channel. Whether your customers are getting answers on a Web self-service site, a mobile device, or working directly with your contact center agents via phone or chat, your CSRs have visibility to customer history regardless of the channel.