Pegasystems introduces new messaging capabilities for changing customer service landscape

Pegasystems has launched new digital messaging capabilities within Pega Customer Service so clients can seamlessly connect with customers regardless of which messaging app they choose. Pega Customer Service users can now easily integrate virtually any chat or messaging channels such as Facebook Messenger, Twitter Direct Messaging, Apple Business Chat, or Google RCS – and others yet to be created – to help future-proof their customer communication and ensure seamless customer service regardless of channel. 

The customer service industry is rapidly changing as consumers trend toward chat and messaging, rather than voice interactions for communication with brands. It’s also nearly impossible to predict the next “it” channel – individual users favor particular messaging services for different purposes, which can vary by region, age, and culture. Pega Customer Service now makes it easy for businesses to do so – all messaging channels are centrally managed within the application, eliminating the need to build out separate integrations with each new messaging service. Connecting all channels to a common process or service case ensures that context and data follow customers regardless of channel for optimal customer engagement.

“Given today’s pace of innovation, it’s impossible to predict every channel of communication in which consumers find value, leaving many brands overwhelmed as to how to rapidly adapt to these preference shifts,” said Kerim Akgonul, SVP of products, Pegasystems. “That’s why we start with the customer journey first. With these new messaging capabilities in Pega Customer Service, Pega clients can seamlessly deliver streamlined service processes across messaging channels and easily incorporate new channels as they emerge.”

Part of Pega Infinity – Pega’s cloud-based digital transformation suite that enables businesses to improve customer engagement and operational efficiency – Pega Customer Service, the industry leader for managing end-to-end customer service processes across channels, enables organizations to predict and manage the complexities of today’s customer journey on a global scale. It uses AI to anticipate customer needs, connect customers to the right people and systems, and automate or intelligently guide each step of every interaction on any channel. Users are able to centrally manage all customer interactions, enabling brands and customers alike to move across channels throughout their journeys as needed without skipping a beat.