Contained Self-Service

Experience how Pega Knowledge Management increases self-service deflection and empowers customers to solve their own problems in their own time.

Transcript:

Traditional contact centers are a thing of the past. Customers today demand 24/7 customer service and results at lightning speed with significant employee turnover, maximizing call deflection tools is a necessity for survival. What if you could virtually eliminate tier one calls to the contact center? With PEGA, customers can complete support requests that are simple or complex on channels of their choice when it's convenient for them, without the need to connect with the representative.

PEGA knowledge makes it easy for your customers to find answers by presenting the right content to the right people, at the right time, regardless of the customer's channel preferences. Enterprises can leverage advanced search and results filtering to quickly identify the right answer, minimizing incoming calls or chats to live agents. PEGA knowledge empowers customers and enhances the self-service customer journey, increasing customer satisfaction and call deflection when businesses need it most. Even better, PEGA uses the power of case management and workflow automation to unify workflow, logic, data and intelligence to deliver outcomes and get work done. Taking seemingly complex cases and managing the customer journey autonomously from start to finish. And when the time comes for your organization to make changes to your self-service offerings, you'll be amazed at the simplicity that PEGA brings to the table. PEGA builds agility into your enterprise so you can work smarter, unify experiences, and adapt instantly. PEGA helped contact center leaders support your customers on their terms while eliminating high volume requests that previously required manual intervention. Creating more loyal customers and enabling your contact center staff to focus on more meaningful tasks. Don't just take our word for it, see what the analysts have to say. Contact your PEGA account executive today to learn more.

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