4G WORLD — Pegasystems is unveileing a unified desktop solution for communications service providers that it claims drives superior, consistent customer service across all products and geographies. It delivers operational efficiencies and cost savings to boot, the company says.
This new solution, being demonstrated this week at 4G World in Chicago, combines guided processing, a context-sensitive view of the complete customer, and dynamic case management for work fulfillment – all without requiring significant data migration efforts – an industry first, according to Pega. Based on the company’s software for customer-centricity, Pega says this approach to desktop transformation allows communications service providers to predict customer behaviors and rapidly adapt to their changing needs.
“Among communications service providers, customer service technology transformation initiatives are critical, but hampered by the requirements for massive data migration," said Tom Erskine, director, communications and media industry solutions, Pegasystems. “These migration efforts often cause delays and sometimes even fail. In order to take advantage of the significant opportunities in front of them as commerce, content, and communications converge, service providers need to accelerate their service transformation. Our new solution is designed specifically to handle the complexity of convergent services while allowing service providers to wrap and renew their legacy data at greatly reduced risk and cost."
