#contactcenterworld, @pega
Cambridge, MA, USA, Feb. 8, 2022 -- Pegasystems Inc. (NASDAQ: PEGA), a software company, announced Pega Voice AI and Messaging AI, two new solutions that analyze live customer service conversations in real time to help agents quickly resolve service requests with reduced manual effort. These artificial intelligence (AI) solutions operate as copilots for agents, listening to live voice and chat conversations, recommending steps to resolution, off-loading tedious manual processes such as error-prone data entry or searches, and analyzing intent to guide them to provide the most efficient, empathetic service possible.
As consumers increasingly turn to self-service, agents' roles are shifting toward knowledge work – requiring them to navigate more complex, sensitive issues with thoughtful and personal responses. However, most contact center solutions require agents to perform administrative tasks that take their focus away from higher-value work, impeding speed and quality of resolution. A new survey revealed only half of agents believe they can accurately capture customer information when manually entering it. About the same percentage say their customers are frustrated by service delays caused by toggling between apps to get the right information to solve their issue.
"As demands on customer service teams become increasingly complex and agents feel more burnout, organizations need to empower agents with high-productivity tools to ease some of the burden and enable them to effectively respond to customer needs," said Sabrina Atienza, director of product management, speech, Pegasystems. "Pega Voice AI and Messaging AI help agents by removing some of the biggest frustrations from their jobs and guiding them through live conversations every step of the way. This reduces tedious, error-prone work for faster service resolution while also empowering agents to focus on responding to customers effectively and with empathy. This helps create better employee engagement and ultimately, happier customers."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com
About Pegasystems:
Pegasystems Inc. (NASDAQ: PEGA) provides software to automate complex, changing business processes. Pegasystems, a provider of unified process and rules technology, gives business people and IT departments the ability to use best processes across the enterprise and outperform their competition.
Published: Thursday, February 10, 2022
| 2.) |  CallGuard, ChatGuard, Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot. A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details. CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents. ChatGuard makes payments in Chat PCI DSS compliant and... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall