Pega Capabilities
Pega Customer Service
Pega Customer service provides the 360-degree view of the customer information to the Customer service representative (CSR). The information is provided in the composite view which is shown above. These composites view provide relevant account detail, interaction history across channels, and the service requests. With this level of information, CSR can easily and quickly handle customer queries. Interaction history gives clear insights into the interaction being taken by the CSR.
Pega Customer Service is very useful for customer engagement and customer satisfaction, agent productivity will increase.
Omni-Channel User Experience
Pega Omni-Channel feature provides the seamless transition between multiple channels enables the customer feels the same experience in all the different channels. This feature makes the development quick as the build is once and the same can be accessed anywhere between the other channels and it reduces the cost of the development.
Pega Call
This feature provides the Computer Telephony Integration support which packed with Screen pop up (caller’s account number and reason for calling), desktop telephone controls and calls control facilities. The CSR can control their phone from the desktop and the advantage is cost-cutting for the organization as the call centre integrated with the computer, no need for external telephone device for the customer and when the IVRs (interactive voice response systems) receives the account number and it can be used to get the customer information from the database and when the CSR answers the call, the CSR is presented with the customer 360-degree view directly straight after with the security verification which enhances the customer experience.
Pega Mashup
Pega Mashup brings up Pega capabilities like case management and process automation through the web/Mobile. It is just embedding the Pega code into the website so that users can utilize Pega functionality through the web/Mobile. With this feature, the usage of Pega functionalities is direct to the customer touchpoint.
Pega Co-Browse
With Pega Co-Browse, the customer can share the customer portal with the customer service Agents for any clarification. To help with the customer query the customer service agents can get the control of the customer portal and guide the customer directly pointing on the screen with regards to the query which ease the interaction between the agents and the customer. When doing so the customer can mask/hide the sensitive information from the agents.
Pega Field Service
This feature is used to solve from the customer interaction to resolution. When a customer experiences any issue, they call CSR and report the issue, the CSR creates a service request for the issue. Followed by that if a field worker is required to resolve the issue, the CSR creates a job and he will create the schedule based on the most optimal travel and the availability of the fieldworker using the dispatcher portal. The Dispatcher portal shows fields workers, work orders, availability, and routes. As soon the schedule is done, the fieldworker gets the assignment in his mobile device and he can manage the assignment in his mobile. With Pega Field Service, the issue can be resolved effectively and improves the service experience.