Pega Customer Service – Features

Pega Customer Service platform comes bundled with some of the most advanced features one would encounter in a customer service/contact center application. Some of these are enumerated below.

Case Management: Pega Customer Service application offers a robust case management system that allows businesses to efficiently handle customer inquiries, issues, and requests. It provides a unified view of customer cases, facilitates case routing and assignment, and enables case resolution through guided processes.

Knowledge Management: Pega Customer Service includes a knowledge management system that helps organizations capture, organize, and distribute knowledge for customer service agents and self-service channels. It allows agents to access relevant information, suggest knowledge articles to customers, and continuously improve the knowledge base.

Intelligent Routing: Pega Customer Service leverages intelligent routing capabilities to ensure that customer cases are directed to the most appropriate agent or team based on factors such as skillset, availability, and workload. This helps optimize resource allocation and streamline case resolution.

Interaction History: The framework captures and maintains a comprehensive interaction history for each customer, including their previous interactions, preferences, and relevant details. This information provides valuable context for agents, enabling them to deliver personalized and informed customer service.

Omni-Channel Support: Pega Customer Service enables businesses to deliver a consistent and seamless customer experience across multiple channels, including phone, email, chat, social media, and self-service portals. It supports channel integration, routing, and orchestration to ensure a unified customer journey.

AI and Chatbots: Pega Customer Service incorporates AI and chatbot capabilities to enhance self-service options and improve customer service efficiency. AI-powered chatbots can handle routine inquiries, provide automated responses, and escalate complex issues to human agents when necessary.

Analytics and Reporting: The framework offers analytics and reporting features to monitor customer service performance, track key metrics, and gain insights into customer behavior and trends. It provides real-time dashboards, customizable reports, and analytics tools to drive data-driven decision-making.

Pega Customer Service is constantly evolving and with Generative AI taking centerstage, we expect to see more conversational features being incorporated. This will greatly reduce the burden on CSRs and vastly improve their efficiency.