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Mega Customer Service Management has been highly praised by users for its ability to improve communication and customer satisfaction …
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What is Pega Customer Service?
Pega Customer Service is a solution for solving interactions with customers, including collections, claims management, and other case management. It is available in 3 editions: the Digital Customer Engagement Edition, the Enterprise Edition, and the Case Management Edition.
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What is Pega Customer Service?
Pega Customer Service is a solution for solving interactions with customers, including collections, claims management, and other case management. It is available in 3 editions: the Digital Customer Engagement Edition, the Enterprise Edition, and the Case Management Edition.
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What is Pega Customer Service?
A Customer Engagement solution available in Three Editions:
Regardless of the unpredictable service challenges, the various editions of Pega Customer Service help users show empathy for customers, support agents, protect revenue and reduce costs.
- Digital Customer Engagement Edition - Pega’s full-featured, AI-powered solution to transform customer service experiences from end-to-end, and support omni-channel customer journeys across all customers’ preferred digital and traditional channels and leverage AI to help agents get more work done.
- Enterprise Edition - Deliver enterprise-level support while increasing productivity and optimizing outcomes with a configurable customer service desktop. Advanced capabilities include CTI/telephony integration, knowledge management, and case management.
- Case Management Edition - To infuse Pega’s case management into an existing service desktop to streamline service processes and automate more work without needing to rip-and-replace.
Pega Customer Service Features
- Supported: Predictive Model Building
- Supported: Machine Learned Algorithms
- Supported: Real-Time Interaction Simulation
- Supported: Transparent AI
- Supported: AI Powered Text Analytics
- Supported: Strategy Management
- Supported: Complex Event Detection
- Supported: Next Best Action Analytics
- Supported: Campaign Management
- Supported: Audiences and Segmentation Builder
- Supported: Agent Assisted Channels
- Supported: Real-Time Containers
- Supported: Digital Advertising and Paid Media
- Supported: Email and SMS
- Supported: Location Based Marketing
- Supported: Performance Dashboards
- Supported: Journey Visualization
- Supported: Pesonalized Offers for Accounts and Contacts
- Supported: Real-Time Activity and Execution Management
- Supported: Intelligent Sales Management
- Supported: AI-Powered Sales Coaching
- Supported: AI-Based Futurecasting
- Supported: Real-Time, Predictive Reports and Dashboards
- Supported: Native Mobile App
- Supported: Plaform Integrated Industry Apps
- Supported: Partner and Case Management
- Supported: Dynamic Case Management
- Supported: Telephony Communication
- Supported: Integrated Chat and Chatbots
- Supported: AI- Empowered Agents
- Supported: Real-Time Co-Browse
- Supported: Social Engagement
- Supported: Knowledge Management and Communities
- Supported: Contextual Digital Self Service
- Supported: AI-Powered Email
- Supported: Robotic Automation
Pega Customer Service Screenshots
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Pega Customer Service Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Global Support |
| Supported Languages | All major languages, localization available |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
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Mega Customer Service Management has been highly praised by users for its ability to improve communication and customer satisfaction across multiple channels. By providing a comprehensive end-to-end solution, the software eliminates the need for disjointed and separate solutions, making it an efficient tool for users. The platform offers great reporting and data presentation capabilities, enhancing the overall user experience. Customers appreciate the ease of use and navigation of the software, finding it valuable in various industries. With features like pre-generated call scripts, users can easily interact with customers without the need to remember specific information. Additionally, the virtual assistant feature ensures uninterrupted workflow by allowing users to handle messages and inquiries even outside regular working hours. For organizations looking for technology information and effective customer service solutions, Mega Customer Service Management proves to be particularly useful.
Multiple communication channels: Pega CRM has been highly appreciated by users for its robust support of various communication channels, including email, phone, chat, and social media. This comprehensive range of channels allows businesses to engage with customers consistently across different platforms, resulting in enhanced customer interaction and satisfaction.
High level of personalization: Users have consistently praised Pega CRM for its exceptional level of personalization. Leveraging advanced analytics capabilities, the software offers tailored experiences based on individual customer preferences and behaviors. This high degree of customization not only adds significant value to the overall customer experience but also helps businesses forge stronger relationships with their clients.
Seamless integration with pega prpc: The seamless integration between Pega CRM and pega prpc has garnered widespread acclaim from users. This tight integration enables effortless navigation between the core application and the dedicated customer service portal. By eliminating unnecessary switching between systems, it enhances operational efficiency and empowers agents to provide prompt and accurate assistance to customers.
Limited Customization Options: Some users have expressed dissatisfaction with the limited customization options available in Pega software. They feel that there should be more flexibility to tailor the software to their specific needs and suggest improvements in this area.
Complex Integration Process: Several reviewers have mentioned that the integration process of Pega software can be complex and time-consuming. It requires a good level of knowledge and expertise, which some users find challenging. They believe that simplifying the integration process would greatly benefit users.
High Licensing Cost: A number of customers have raised concerns about the high licensing cost associated with Pega software. They argue that it results in higher expenses per customer interaction compared to the industry average. This has led some users to consider alternative solutions due to budget constraints.
Reviews
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June 03, 2022
Learn how Pega can boost your business
Pega is being used as a decision node for identifying which communications should be sent to which customers, in which channel, and when it would be the best moment to do so. The objective is to have a smarter mechanism to predict the next best action to be carried out at the customer level.
- Easy and intuitive interface
- Processing of large datasets from different sources.
- Decision making in an automated fashion.
- Performance, as some of the tasks run in batch.
- Extensibility could take time for complex functionalities.
- At least the cloud version should be more powerful in terms of processing.
- Next Best Action functionalities
- Easy interface
- Data integrations
- Reduced the manual effort due to introducing automation
- Increased customer satisfaction
- Enhanced personalization
Some of the functionalities from AEP are, in principle, more advanced than Pega (for example, the building of flows, and data privacy, among others). However, Pega has been long in the market and therefore it is a more mature tool. Also, Pega's interface is easier to learn. The decision between both would depend on the use case and the other tools surrounding this technology.
January 27, 2022
Perfect choice
Basically it's very helpful to create cases and we can easily maintain them. Previously we have used to create html ,css and java script to create Web sites and all but Pega Customer Service is very helpful and customer service is very helpful. If we create any ticket immediately they will solve
- Easy to contact
- Responds very quickly
- Provides accurate information
- No need to improve in any aspect because everything is perfect
- Quick chat
- Ticket solving
- Easy to contact
- Quickly solves tickets
- Friendly nature
We have used different products those are ok but customer service is worst but Pega Customer Service is not like that tool and services both are doing excellent job