Smart. Predictive. Simple. Real customer service CRM.

“We're able to predict that you're going to call…to provide you a resolution path before you need to actually contact us.”
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Omni-Channel Experience

With Pega, your customer’s experience seamlessly transitions across channels and devices without losing context of your conversation. Pega Customer Service includes integrated, multi-channel systems capable of managing telephone (inbound and outbound), Web and mobile chat, email, social, Web self-service, fax, and white mail service interactions.

Guided Interactions

Pega anticipates what each customer needs based on the situation. During interactions, it intelligently suggests the next-best-action, guiding users step-by-step through a personalized customer service experience.

Case Management

Pega helps you keep your promise to your customers, connecting all the people, contact center systems, and other enterprise processes required to resolve each customer inquiry. It tracks related information, automates and assigns outstanding tasks, and connects front- and back-office activity for end-to-end resolution.

Robotic Desktop Automation
A Personal Robot for Every Agent

Rapidly optimize the way your employees work. Simplify, automate, and integrate technologies and processes on the desktop that enable them to get more work done faster.

Contextual Digital Self-Service

Pega Self-Service Advisor infuses real-time contextual self-service into your existing web and mobile experiences for greater containment and engagement.

Additional Product Features

Pega’s unified customer contact center interface is beautiful to work with, yet powerful enough to support the customer service complexities of large organizations.

Two or more parties can securely share the same webpage with just a single click.

Enables office and field operations to manage the entire customer interaction lifecycle, from first phone call to request close.

CSRs can listen to social conversations, analyze customer sentiment, and give an appropriate response.

Ensure that your customer service application communicates with your telephony systems for a seamless customer experience.

Provide an efficient, consistent customer service experience for website visitors.

Pega recommends relevant, timely information based on the current customer interaction. It manages the complete lifecycle of content from creation to publication.

Bring the intelligence of our Case Management directly to the customer touchpoint, instead of hard-coding logic into each channel independently.

Related Resources

Delivering a consistent cross-channel customer journey

White Paper

Delivering a consistent cross-channel customer journey

To keep up with today’s connected customers, organizations know they must deliver a consistent customer experience that engages customers across all channels.

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"The thing I like about Pega is the integrated platform and all of the capabilities we have there. We’ve not found a limit to how far Pega can take us."

Customer Case Studies

See how customers are using Pega Customer Service to transform their enterprises.


American Express Exceeds Customer Expectations

Learn how focusing on the customer has really paid off for American Express.

Transforming Customer Service Moves

Telstra has delivered a huge positive swing in customer advocacy using Pega to manage customer service episodes from end-to-end using case management.

A Truly Digital Insurer

AEGON pushes the envelope in transforming themselves from product-centric to a customer-centric enterprise.

See how Pega can help your business

Talk to an expert and see how Pega can transform your customer experiences with next-generation software applications and solutions.