Resolve Customer Needs, End-to-End.

Go beyond traditional CRM. Pega Customer Service unifies AI, workflow automation, and case management on a single platform to deliver proactive, personalized service and automate work across every channel.

Stop Just Handling Calls. Start Solving Problems.

Your customers demand effortless service on their terms. Your agents are overwhelmed by complex screens, siloed data, and repetitive manual tasks. The result? High agent turnover, rising costs, and frustrated customers.

Pega Customer Service breaks this cycle. We provide the AI-powered “brain” and the automated “backbone” to manage the entire customer service journey, from the first contact to the final resolution—even when it spans days, departments, and systems.

Contact Center Management

The Pega Customer Service Framework is designed to enhance contact center operations by providing a unified, AI-driven platform. Here are some key features.

  • Omnichannel Support:
    It allows seamless interactions across various channels, ensuring customers can switch between self-service and live-agent support without losing context.
  • 360-Degree Customer View::
    Pega consolidates data from multiple sources, giving agents a comprehensive view of customer interactions, which aids in faster and more effective resolutions.
  • Robust Reporting and Analytics::
    The framework includes tools for tracking performance metrics, enabling continuous improvement in service delivery.
  • Intelligent Guidance::
    The framework offers real-time recommendations for agents, helping them provide personalized service based on customer history and current needs.
  • Automation and Efficiency::
    Built-in automation tools reduce manual tasks, allowing agents to focus on more complex customer needs.

Managers Report Dashboard

Benefits of Pega Customer Service Framework Out of Box Reporting for CSR’s Manager

Provides configurable Dashboard reports for CSR’s

Reports related to average call handling time

Reports related to number of calls

Reports for total calls SLA which was received by CSR’s

Provides OOTB reports for Call net Promoter score

Voice AI Capabilities for Contact Center Support

Pega Gen AI Message and Voice capabilities with OOTB Integration with Telephony system Integration-Genesys

Real-Time Speech-to-Text Transcription:

Converts spoken words into text instantly.

Natural Language Processing (NLP):

Analyzes conversations to provide contextually relevant suggestions.

Automated Form Filling:

Reduces manual data entry by auto-populating forms based on the conversation.

Script Adherence:

Ensures compliance by guiding CSRs through required scripts.

Productivity Boost:

Helps reduce average handle time and improve overall agent productivity

Pega Voice AI assists CSRs during live phone interactions for CSR’s

Power your next wave of Digital Transformation

Partner with us to turn your Pega investment into measurable value- innovation that performs, agility that lasts.