Tuesday, 04 June 2019 04:52

Pega boosts Customer Service messaging

Pegasystems senior vice president of products Kerim Akgonul Pegasystems senior vice president of products Kerim Akgonul Stephen Withers

CRM vendor Pegasystems has released new digital messaging capabilities within its Pega Customer Service application, providing interoperability with virtually any chat or messaging channel.

Customer service is increasingly being delivered through chat and messaging services such as Facebook Messenger, Twitter direct messaging, Apple Business Chat, and Google RCS.

But it is practically impossible to predict what will be the next big channel, especially as individuals favour particular messaging services for different purposes. And it is possible a yet to be created channel will have a major impact.

So Pega Customer Service's digital messaging capability has been designed to help future-proof customer communication regardless of channel.

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 in order to achieve 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 Pegasystems senior vice-president of products Kerim Akgonul.

"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."

Omnichannel Messaging

The new messaging capabilities are based on technology from In The Chat, a company that Pegasystems recently acquired. Pegasystems CTO Don Schuerman said all of the channels actually supported by In The Chat will be incorporated by the second half of 2019, and those such as WhatsApp that the company was working on at the time of acquisition will be subsequently delivered.

Pega Customer Service is part of the Pega Infinity cloud-based digital transformation suite for customer engagement and operational efficiency.

Schuerman pointed out that while Customer Service was the primary use for the new messaging capabilities, they will be part of the Pega's core platform.

In related news, two Australian companies featured in Pegasystem's 2019 customer awards.

Optus won a Business Impact award, and NAB won a Build for Change award.

Disclosure: The writer attended PegaWorld 2019 as a guest of the company, and he holds NAB shares.


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Stephen Withers

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Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.



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