Pegasystems Launches Robotic Accelerators for Pega Customer Service, Making It Easy To Improve Agent Productivity
October 12 2017 - 9:00AM
Pegasystems Inc. (NASDAQ:PEGA), the software company empowering
customer engagement at the world’s leading enterprises, today
announced the launch of Robotic Accelerators for Pega® Customer
Service, making it easy to deploy personal desktop robots to help
customer service agents automate their most mundane and repetitive
tasks. Now organizations can quickly provide service agents with
task-specific bots to simplify their work, increase productivity,
and ultimately improve customer experience.
While customers continue to demand better and immediate service
from brands, customer service representatives are saddled with
legacy systems that have only grown more complex to use and manage.
A typical agent must toggle between dozens of applications and
screens dispersed across the enterprise as they try to focus their
attention on the customer. Now Robotic Accelerators for Pega
Customer Service allows organizations to simplify their desktops
and eliminate low-value work by quickly deploying personal bots
designed to handle common service agent tasks. This frees agents
from cumbersome manual processes that slow them down, such as
re-entering the same information across multiple systems.
Built on Pega® Robotic Automation, Robotic Accelerators for Pega
Customer Service allow for rapid integration of personal desktop
robots into agent workflows. The first set of task-specific
accelerators include:
- Start My Day: Enables agents to sign into all
applications they use with a single click, saving them valuable
minutes to begin or resume their work day.
- Call Wrap: Captures all notes and actions
taken from a service call and populates them into all systems that
need the information, allowing agents to quickly transition between
calls.
- Shortcuts: Improves usability of existing
applications with prebuilt core task shortcuts that automatically
launch their favorite or most used functions.
- At-A-Glance Customer View: Retrieves
contextually relevant customer data from disparate applications in
a centralized, easy-to-consume format so agents have the data they
need to service a transaction at a glance.
Additional bots can be quickly configured and deployed with Pega
Robotic Automation to streamline other unique tasks and workflows.
All bots are automatically unified within Pega Customer Service,
the application that enables service teams to anticipate customer
needs, connect customers to the right people and systems, and
automate or intelligently guide each step of each interaction. No
other customer service application on the market provides
integrated personal bots that help streamline work for every agent.
Robotic Accelerators for Pega Customer Service allow organizations
to jump start their customer service transformations, making a
substantial impact to productivity and customer experience in as
little as a few days.
Robotic Accelerators for Pega Customer Service are available now
and are included in select Pega Customer Service bundles. For more
information, please visit
www.pega.com/products/crm-applications/customer-service.
Quotes & Commentary“Already under
increasing pressure from demanding customers, most service agents
are forced to perform a juggling act between multiple applications
and systems to complete the most basic functions of their jobs,”
said Don Schuerman, chief technology officer and vice president,
product marketing, Pegasystems. “Pega uniquely combines our
industry-leading customer service application with built-in
personal bots so agents can focus their attention back where it
belongs – on the customer.”
Supporting Resources
- Product background: Pega Robotic Desktop Automation
- Video: Simplify the Desktop
- Data Sheet: Pega Customer Service
About Pegasystems Pegasystems Inc. is the
leader in software for customer engagement and operational
excellence. Pega’s adaptive, cloud-architected software – built on
its unified Pega® Platform – empowers people to rapidly deploy, and
easily extend and change applications to meet strategic business
needs. Over its 30-year history, Pega has delivered
award-winning capabilities in CRM and BPM, powered by advanced
artificial intelligence and robotic automation, to help the world’s
leading brands achieve breakthrough business results. For
more information on Pegasystems (NASDAQ:PEGA) visit
http://www.pega.com.
Press Contact:Sean AudetPegasystems Inc.
sean.audet@pega.com (617)
528-5230
Twitter: @pega
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