• New fast-deploying SaaS solution centralizes messaging channels to help agents better handle today’s increasing volumes of customer service inquiries.
Pegasystems Inc., 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.
With 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.
Pega 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 webchat. 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.
Customers are increasingly turning to messaging channels as an easy and convenient way to connect with brands. But with increasing numbers of messaging applications coming to market, businesses need to consolidate those channels to deliver quick and efficient outcomes to all requests, said John Huehn, general manager, customer service and sales offerings, Pegasystems.
By taking an agile approach, Pega is making it easier to manage these channels in a single view with minimal effort. This lets agents and customers more easily communicate on any channel and enjoy the elevated service experience that digital messaging affords, he added.
