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Pega Customer Service

Pega Customer Service


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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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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  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Demos

customer service application - customer service application demo

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Product Details

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

Screenshot of Next Best Action IntelligenceScreenshot of Optimize the Customer JourneyScreenshot of Paid Media ManagerScreenshot of Test, Learn & Act in Real-TimeScreenshot of Predictive IntelligenceScreenshot of Visualization & SimulationScreenshot of AI-Based Sales CoachingScreenshot of Intelligent Guided SalesScreenshot of Artificial IntelligenceScreenshot of Omni-Channel ExperienceScreenshot of Guided InteractionsScreenshot of Robotic Desktop Automation

Pega Customer Service Videos

Pega Customer Service Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesGlobal Support
Supported LanguagesAll major languages, localization available
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Reviews and Ratings



(1-2 of 2)
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Score 7 out of 10
Vetted Review
Verified User
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.
Pega is a very nice tool for when we need to deal with data coming from different sources that need to be connected and used collectively. Additionally, having an easy-to-use interface makes it ideal for building decision flow in a simple manner that can still take advance decisions for 1:1 communication.
  • 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

Sanjay Meesala | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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
It's well suited for all who needs rapid and quick development.
And customer service is also very good and easy to contact
  • 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
Pega Customer Service, Pega Platform
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