Data Sheet

Pega Customer Process Manager for Financial Services

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Deliver Exceptional Service and Optimize Contact Center Operation and Portfolio Performance with CPM for FS

KEY CHALLENGE:
Customer Service and Collections executives face the nearly impossible task of delivering a high quality, differentiated customer experience while simultaneously improving customer service representative (CSR) productivity and portfolio performance. Traditional CRM solutions present large amounts of data to CSRs with no guidance about how to best treat a customer in a specific situation. Add in inflexible systems, and the result is excessive manual work, generic resolutions, inconsistent treatment across channels and little ability to respond to constant change.

THE SOLUTION:
Pega’s Customer Process Manager, service solution for Financial Services, CPM for FS, will dynamically guide CSR’s through every service interaction, automatically adapt service delivery based on the account status, and the channel or device in use, and enable rapid response to change without the need for any coding.


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