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Article

Aug 14, 2019

Ideal for digital-first customer service organizations, this release brings enhanced digital experiences, omnichannel messaging, and embedded knowledge management solutions for optimized customer engagement. Pega Customer Service™ 8 includes the following key features: Make gathering data easier…

Aug 13, 2019

Find resources and support for Pega Customer Service, which provides a contact center desktop environment, case management, mobile field service, and more.

Article

Aug 13, 2019

In Pega Customer Service, the Contact Center Managers can add customer service representatives (CSRs) to busy queues to balance the workload in the queues. For example, if the Technical queue in the contact center is experiencing high traffic with a limited number of CSRs handling the incoming…

Article

Aug 9, 2019

It is not uncommon to have uneven traffic across your service queues throughout the day. To stay ahead of the peaks and valleys of incoming traffic, supervisors need to monitor and understand the demand in real-time to be able to reallocate agents to the busiest service queues that need attention.…

Article

Aug 9, 2019

Agents can spend a lot of unnecessary time responding to email requests, especially when the response involves cutting and pasting customer data. Not only is it time-consuming for agents to handle this work, but it is also prone to manual errors. Whether it is changing an address, requesting a new…

Article

Aug 9, 2019

Chat is a quick and easy way for your customers to communicate and get their issues resolved. However, collecting updated information about a customer through chat can be tedious for both your agents and customers. Instead, of requiring each question to be asked and answered one-by-one, the…

Article

Aug 6, 2019

The performance of Pega Customer Service 8.1 is improved with the introduction of the new User Interface (UI) architecture. To make use of the changes that come along with the new architecture, Pega Customer Service has updated over 300 rules to mark them as final, deprecated, and withdrawn. Before…

Article

Aug 1, 2019

Pega Customer Service uses omni-channel routing to direct new conversation requests to the right queue and customer service representative (CSR)  based on the skills required to complete the work as efficiently as possible. Omni-channel queue-based routing is available for chat and Facebook…

Article

Jul 29, 2019

This article provides a data dictionary for the Pega Customer Service application, describing the structure of the database as well as the relationships between its elements. The following tables are described in this article: Account Account Owner Account Role Account Statement Account Transaction…

Article

Jul 22, 2019

It is said that a picture is worth a thousand words. So being able to easily show your customers how to do something rather than tell them could be worth a thousand more. Because your agents cannot literally stand behind your customers to show them how to do something, give them the best tool to…