Pegasystems has enhanced its Customer Service Cloud with new Service Case Manager capabilities. The company says the solution centrally manages customer inquiries across all channels, geographies, or other user-defined criteria, enabling contact center staff to have the right information at the right time with a complete view of customer case information, from inception through resolution.
Service Case Manager, built on Pegasystems’ Build for Change technology, is a cloud-based offering that the company says empowers organizations to rapidly improve customer service and reduce operational costs, as well as bridge legacy technology and departmental silos. Service Case Manager is designed to enable organizations to respond consistently to customer requests regardless of channel, improve the timeliness of their response, and reduces the cost of customer service operations, without having to replace existing contact center desktops.
Service Case Manager provides accelerated deployment through a catalog of pre-built service components for specific industries and service types to ensure rapid time-to-market, Pega said. All of the Service Case Manager capabilities are also available on-premise, which offers organizations the ability to select the deployment model that is optimal for their business.
The solution utilizes Pegasystems’ dynamic case management capabilities, which allow organizations to leverage, extend, and control legacy systems. This provides customer service organizations with an enhanced ability to manage complex customer service cases across all channels, and seamlessly manage work across key people and systems, including the elimination of operational silos in both the front and back-office. Multi-channel support improves the customer experience by allowing seamless cross-channel interactions without any loss of context, cross-functional coordination and enables the efficient re-use of policies and procedures, the company said. Real-time monitoring and reporting provides end-to-end visibility into service resolution processes that was previously not possible and facilitates continuous improvement.
“Many companies still struggle with operational silos, legacy contact center desktops, and isolated channel solutions that hinder their ability to serve clients in an effective manner," said Steve Kraus, senior director of CRM product marketing at Pegasystems. “The new Service Case Manager capabilities within the Customer Service Cloud provide organizations with a solution that rapidly addresses these issues and does it with the ultimate infrastructure flexibility, so they may either deploy on premise and in the cloud according to their business demands."
