Browse the 8.6 release: Platform features CRM features

What's New in Customer Engagement & CRM


Build to simplify service.

With innovations designed to deliver 1:1 customer experiences fast and at scale, and simplify service, our latest release helps you become more streamlined, more agile, and better prepared to maximize value in a fast-changing world.

Explore some of the newest features in Customer Engagement & CRM 8.6

Customer Decision Hub

This release crushes the complexity in customer engagement, with new features designed to democratize real-time data, create more empathetic experiences, and operationalize AI.

Customer Service

This release helps you simplify service for agents, end-customers, and IT. Release highlights include new microjourneys, enhanced chat and messaging, and faster configuration in low-code App Studio.

Sales Automation

This release allows for more convenient virtual collaboration, brings data insights closer to sellers and helps create actionable outcomes with enhanced Relationship Intelligence.

Featured CRM Videos

Pega 8.6 Update: What's New in Customer Decision Hub

Matt Nolan, Sr. Director, Product Management, chats with Shoel Perelman, VP, Product, One-to-One Customer Engagement, to discuss what's new in Pega Customer Decision Hub.

Pega 8.6 Update: What's New in Customer Service

Fortuné Alexander, Director, Product Marketing, CRM, chats with Matt Lake, Sr. Director, Multi-Channel Technology, about what's new in Pega Customer Service.

Pega 8.6 Update: What's New in Sales Automation

Rebecca Miller, Product Strategy Manager, CRM, chats with Frank Martin, Director, Product Management, Sales Automation, about the latest features for Pega Sales Automation.

Make the most of your Pega solution. Ready to start exploring new features?