Business
Pega Simplifies Omni-Channel Customer Engagement with New Unified Messaging Capabilities
New fast-deploying SaaS solution centralizes messaging channels to help agents better handle today's increasing volumes of customer service inquiries
About this update from Pegasystems Inc.
[{"type":"text","content":"New fast-deploying SaaS solution centralizes messaging channels to help agents better handle today's increasing volumes of customer service inquiries\n\n\nCAMBRIDGE, Mass., May 5, 2020 /PRNewswire/ -- Pegasystems Inc. (NASDAQ: PEGA), the software company empowering digital transformation at the world's leading enterprises, today announced the launch of Pega Customer Service™ Unified Messaging Edition – a new SaaS-based application that helps customer service teams respond faster and more efficiently to customer inquiries flooding in across disparate messaging channels. Deployable within days, this new solution provides a single dashboard where agents can more easily juggle requests between chat, messaging applications, social media, and SMS to deliver world-class customer service.\n\n \n \n \n \n \n \n\n \nWith the pandemic causing a surge of new service requests, many businesses are accelerating their transition to more convenient and efficient digital messaging channels and away from more expensive and time-consuming phone calls. But this transition can come with a tradeoff: with dozens of messaging platforms available, agents can't be expected to bounce between them without seeing a drop in service quality. These messaging options present even more problems on the backend, where the channels must connect with back-office processes to avoid disappointing customers with slow and inaccurate fulfillment.\nPega makes this transition easier with Pega Customer Service Unified Messaging Edition, which streamlines how agents support their customers across most messaging channels – including WhatsApp, Facebook Messenger, Apple Business Chat, Twitter, SMS, and web chat. The solution provides a single interface that unifies all channels for agents on the front end and orchestrates all workflows on the back end to help ensure quick and efficient delivery on customer requests. Underpinned by Pega's industry-leading case management, this new cloud-based offering delivers a differentiated experience for agents and customers by:\nStreamlining messaging interfaces and licenses: With Pega's unified messaging capabilities, there is no need for agents to alt-tab between multiple messaging apps. Pega's single user-friendly interface makes it easier to pivot between messaging services and manage concurrent conversations. Pega also provides a single...