News : Pegasystems Launches New Release of Customer Service Solution
CAMBRIDGE, MA, Dec 18, 2013 -- Pegasystems Inc. (NASDAQ: PEGA), a provider in Business Process Management (BPM) and a provider of Customer Relationship Management (CRM) solutions, announces the latest version of its customer service solution.
The new version, available on-cloud or on-premise, runs on Pegasystems' latest release, Pega 7, and represents a significant leap forward in enabling businesses and their customers to more easily and effectively interact over various communication channels and devices.
Pega Customer Service enables customer service organizations to deliver accurate, relevant and complete resolutions to customer inquiries on the first contact, whether the interaction is web, mobile, or via the contact center. Companies are able to reduce handle time and eliminate wasteful activities like screen toggling, copying, pasting and call noting. Automated decisioning and predictive analytics deliver real-time recommendations to guide both the customer and the service representative through every conversation, reducing effort, increasing positive outcomes, and in many cases eliminating agent training. When appropriate, self-service interactions can be seamlessly escalated to a customer service representative picking up exactly where the customer left off, without any loss of information, dramatically improving the customer experience.
"Today's customers are more empowered than ever before. They expect the companies they do business with to make service interactions effortless, accurate and valuable," said Steve Kraus, Senior Director of Product Marketing for CRM Solutions at Pegasystems. "Our new version of Pega Customer Service makes it easier for companies to engage customers in various channels and devices. And if that customer requires the assistance of a representative in the service center, Pega Customer Service recommends the contextually relevant actions at the right time. Real-time collaboration with experts also helps ensure that the customer receives the fastest, most accurate resolution on the first touch."
Posted by Veronica Silva Cusi, news correspondent
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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, December 19, 2013