Pega Customer Service

Transcription

1 Pega Customer Service PRODUCT OVERVIEW 7.4

2 2018 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service marks are property of their respective holders. For information about the third-party software that is delivered with the product, refer to the third-party license file on your installation media that is specific to your release. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or editorial errors or omissions contained herein. Pegasystems Inc. may make improvements and/or changes to the publication at any time without notice. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This information is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: (617) Fax: (617) Pega Customer Service Document: Product Overview Software Version: 7.4 Updated: April 2018

3 CONTENTS Overview of Pega Customer Service... 1 Customer Service solutions for industries... 2 High level functionality... 3 Omni-channel interactions... 3 Inbound and outbound phone calls... 3 Telephony integration using Pega Call... 3 Pega Chat... 4 Mobile interactions... 6 Self-service interactions... 7 Decisioning/AI driven channel personalization Next-Best-Action APIs for IVR personalization Facebook Messenger and Web Chatbot Social channels Back office interactions Cross-channel customer history Inbound correspondence ( , fax, white mail) Customer engagement and support Robotics for Customer Service Start my day Operator presence Pega Knowledge Guided, intent-driven processing Next-Best-Action suggestions* Composite view Customer inquiry Pega Co-Browse Satisfaction and Net Promoter Surveys Search Anonymous customer support and customer verification One-and-done service process automation Notifications (SMS, push, ) Comprehensive audit trail Service level management... 22

4 Visual wrap up Dialog/scripting Coaching Tag and follow cases Unified Customer Relationship Management Support for B2C, B2B, B2B2C, and B2B2B interactions Role-based features and manager tools Reporting and analytics Manager tools Pega Pulse Implementation and configuration tools Pega Express for Customer Service Business rules Case management Pega live data Situational Layer Cake Localization/language packs Accessibility Deployment options Cloud Choice and Pega Cloud Customer service requests Standard service requests Examples of service requests Data model Roles and portals Customer Service roles... 38

5 Overview of Pega Customer Service Curious about the Pega Customer Service application? This document summarizes the features and benefits provided with Pega Customer Service, including its list of service requests, data model options, and the various pre-configured access roles. Pega Customer Service is an enterprise customer service application that is part of the Pega Customer Relationship Management family of products. It consists of separate but complimentary front-office (i.e. the customer engagement center) and back-office portals allowing customer service representatives (CSRs) to manage customer service requests and interactions all the way from the front office to the back office. Depending on the Pega Customer Service cloud edition that is licensed*, the application could also include powerful capabilities for chat, social engagement, knowledge management (curated knowledge, community discussions and issue troubleshooters), , intelligent virtual assistants, self-service web and mobile experiences via mashup, industry-specific processes and data models, robotic automations to increase CSR productivity, and other capabilities and supporting features that will be outlined within this overview document. Pega Customer Service application provides a single, unified, familiar interface for customer service employees, addressing key customer service functions. Through our unified Customer Relationship Management model, sales and marketing tasks can also be initiated within the Contact Center. The application anticipates customer needs, and automates or intelligently guides each step of a customer interaction in any channel, to quickly address individual questions and needs while also rapidly and continuously evolving the broader customer service experience. Pega Customer Service helps you address four key tenets driving Customer Service excellence. Increase Customer Satisfaction & Engagement Reduce customer effort and increase NPS by exceeding customer expectations for a single, consistent conversation whether it s through social, mobile, chat and cobrowsing, phone calls, or in-person visits. Empower Your Employees for Increased Productivity & Reduced Attrition Simplify and augment the agent experience by consolidating all of their applications in a unified desktop so they can work faster. Provide step-by-step guidance to solve customer issues efficiently. Automate common, repetitive tasks to connect front and back office operations so that agents can focus on higher-value, high-touch interactions. Help Drive Revenue & Retention By powering your Pega Customer Service solution with the AI-infused Pega Customer Decision Hub, you can empower agents into effective sellers with contextual Pega Customer Service Product Overview 1

6 recommendations for the right marketing offer or the best retention strategy for each individual scenario. Rapidly Deploy and Continuously Adapt Make it easier and faster for your IT teams to translate changing business requirements, such as new products, channels, devices, policies, and procedures, into working customer service applications. Customer Service solutions for industries Pega offers the following industry-specific versions of Pega Customer Service: Financial Services (Retail, Commercial, Investment Banking, Wealth and Collections) Insurance Healthcare Communications Note: Some features are available only in specific cloud edition bundles and for others, additional license fees may apply. See for details. Pega Customer Service Product Overview 2

7 High level functionality Pega Customer Service provides a rich set of features designed to enhance the customer experience, improve user productivity and increase customer satisfaction. Key capabilities and features of the application are described below. Omni-channel interactions Pega Customer Service includes integrated, omni-channel support for customer interactions on telephone (inbound and outbound), web and mobile chat, , various social channels chatbot channels, web self-service, fax, and white mail service interactions. We deliver capabilities for many of those interactions to cross channels without loss of context, getting your end-customer to resolution faster, without fuss or friction. Inbound and outbound phone calls Pega Customer Service provides support for inbound and outbound phone call interactions. Inbound calls can be initiated manually, or through integration with telephony applications, your existing CTI providers using Pega Call. Telephony integration using Pega Call Pega Call provides Computer Telephony Integration features (CTI) to make contact center users more efficient by enabling them to easily control and manage calls from a single application. Pega Call enables seamless transfer of call information and events from telephony applications (including IVRs) to Pega Customer Service. CSRs receive contextual notifications (screen pops), can manage their own availability, and can manage calls (hold, transfer, conference, make calls, etc.) all from functionality embedded in their interaction portal. Outbound interactions can be initiated manually or automatically based on assignment logic and processes. For example, Pega Collections for Financial Services, when used with Pega Customer Service, can automatically queue outbound cases to be pushed to CSRs in order to initiate outbound call interactions for collections cases. Pega Customer Service Product Overview 3

8 Pega Call integrates with the most popular CTI options on the market, including cloud CTI offerings like Amazon Connect. Pega Chat Pega Chat broadens omni-channel customer engagement by providing effective and efficient customer service on the web and on mobile devices. Chat has become a key channel of preference for many end-customers given its frequent close proximity to selfservice options within the online experience, making it an attractive and low friction escalation channel. Chat allows customer service representatives to interact with customers from your web site by engaging in a text conversation to address short customer questions or longer, more complex multi-question interactions. Pega Customer Service Product Overview 4

9 Pega Chat is integrated seamlessly into the Interaction Portal providing CSR s with all the capabilities needed for successfully engaging with a customer. Pega Chat includes a number of role-based features that help deliver an efficient and effective experience for all parties: Initiation options: Supports the ability to serve both reactive (end customer initiated) or pro-active (Pega invites the end customer into an engagement) chat. Document sharing: End users can share attachments with a CSR, potentially shortening the length of an interaction by providing details that cannot be otherwise easily clarified through text alone. Live spelling correction: Both end users and CSRs can benefit from in-browser spelling corrections. Pega Chat provides CSR facing tools that help make responses consistent and efficient: As they type visibility: In addition to a typing indicator, CSRs are able to see what the customer is typing before the customer clicks send, allowing the CSR in some situations to find the response before the customer has finished typing. Dynamic response pre-fill: Dynamic common phrases allow CSRs to quickly respond to customer specific questions with highly personalized responses, without time-lengthy and error-prone rekeying of information. URL page push: Page push allows CSRs to direct customers to sources of content that may help address their questions. Pega Customer Service Product Overview 5

10 Dialog prompts: Dialog prompts (scripting) can be added to the conversation on the click of a button. We ll cover dialog and coaching tips in more detail later in the product overview. Express history selections: Customer enquiries on information shared to the CSR in the Composite view can shared with end-customers and captured for auditing purposes through a single click. AI augmented agent suggestions: Save time on each Chat interaction by suggesting content (knowledge articles, common phrases and page push links) to the CSR as they interact with a customer, reducing the amount of time spent researching and preparing responses. Shortcut keys: Allow the CSRs to accept, decline and send messages quickly via predefined shortcut keys. Queue or CSR transfer: Allows the CSR to transfer chats to other queues or to available CSRs for specialist assistance. Pega Chat takes account of operator presence when the CSR is attempting to transfer to a colleague in the contact center. One-click co-browse initiation: Integrated co-browse features allow CSRs to initiate co-browse requests right from the chat UI. Real-time sentiment summary: Real-time sentiment detection gives CSRs visibility to real-time indicators on customer sentiment and sentiment trends.** Chat supervisor monitoring: Allows supervisors to monitor and take action when required (see the later role-based features for details). In addition to features that are enabled for different users, another key feature that has a big impact on the usability of the Pega Chat solution is its ability to preserve chat state across pages. As long as the pages being navigated are tagged for Pega Chat, any page push to a different page on the site, or customer initiated navigation out of the page where Chat was initiated, will allow the chat to continue across different web pages. Mobile interactions Pega Customer Service includes support for tablet devices, to serve customers in person, or to enable supervisors and managers to be mobile and provide assistance to users in the contact center. When accessed from a mobile web browser, Pega Customer Service provides a touch-friendly mobile portal that provides access to customer history and relationship detail, customer interactions, and service processes. Pega Customer Service Product Overview 6

11 Self-service interactions Web/Mobile Mashup With Pega Web Mashup, you can easily add a Pega-built process to an existing mobile or web app. By embedding capabilities such as a service request case within your self-service experience, you can deliver a consistent customer experience without needing to make process changes in multiple places. Self-Service Advisor Self-Service Advisor combines a number of customer facing self and assisted service options (Pega Knowledge, Pega self-service cases, Pega Chat and Co-Browse and Customer Decision Hub (CDH) driven personalization in order to provide contextual, inline help throughout the customer s online journey across your web and mobile experience. This has the benefit of providing service in context to what the end-customer is attempting to do, reducing the likelihood of abandonment or inbound calls to your contact center. When an end-customer interacts with a Self-Service Advisor, it displays in an in-line window in a manner similar to Pega Chat. The Pega Self-Service Advisor capability uses Pega proven artificial intelligence engine to surface service information that a customer needs at the moment of need. Service request or marketing offers can be suggested, and escalation options personalized, to each user. The Advisor supports a myriad of options for accessing the content it provides. Customers Pega Customer Service Product Overview 7

12 can simply click a Need Help button or tab from any web or mobile page to launch a dynamic screen overlay that presents customized links and actions. If you are looking to provide a more proactive service experience, you can also choose to open the Advisor through an API call direct from the page, or invoke the Advisor via Pega AI driven decisioning. For example, the Pega Self-Service Advisor can sense a customer need and surface oneclick access for: A customer behind on payments to check balances, pay the difference, and review options for a better plan. A customer with an unusual charge on the account to file a dispute, watch a video on fraud prevention, and chat with a fraud expert online. A patient with an upcoming doctor appointment to change the appointment date, review tips on healthy living, and consult with a care manager on the phone. Any self-service cases (quick actions) started but not completed in Self-Service Advisor can be transferred to a CSR if escalated. For example, a CSR could take an incomplete selfservice case and drive it to completion if the end customer requests to chat. CSRs also have visibility to knowledge articles viewed by an end-customer during their advisor session. Knowledge Self-Service Help sites can be quickly configured, styled, and branded using the configuration tools through the Knowledge authoring portal. The configuration tool automatically generates the HTML needed to quickly integrate the help site with your self-service pages, and SEO capabilities can be enabled to allow for quick indexing by your preferred external search engines. The Pega Knowledge solution supports a number of content types. Knowledge articles, community discussions and issue troubleshooters can all be authored, moderated, approved or published through Pega Knowledge. REST APIs are also available for customers who want to extract and display content external for display outside of mashups. Pega Communities Pega Communities allows your customers, partners, and employees to collaborate and to explore and discuss solutions to common questions and issues. Pega Community members can leverage not only the expertise of their fellow customers and contact center experts, but also have access to your Pega Knowledge articles and troubleshooting guides alongside community discussions, providing a comprehensive set of options enabling customers to find answers themselves. Pega Customer Service Product Overview 8

13 The community capability comes pre-packaged with functionality that allows customers to follow and participate in conversations (or flag content they don t feel meets community standards). Extensive moderator facing functionality enables community owners to properly enforce community standards of behavior. A moderator can edit, quarantine or remove discussions and lock, ban or community members involved in an infringement. The moderator can also enable profanity checker functionality that can read every discussion entry, and warn users and mask content that doesn t meet community standards. The moderator also has workbasket access to view and take action on posts and responses flagged by community members. Pega customers also have the ability, if they so wish, to appoint external moderators from their pool of super-users, who can perform the role without using Pega portals or licenses. Community functionality extends from your community web pages back into the Interaction Portal. CSRs can see the activity of active community members, when they reach into the Contact Center for assistance, and even respond to a community thread if needed and mark it as a best answer when appropriate. Finally, Knowledge authors can also benefit from community interactions through content harvesting of community threads. If they see a discussion that is adding a lot of value to Pega Customer Service Product Overview 9

14 end customers (and has a best answer), it is a very easy task to convert that discussion into a draft knowledge article capturing the question and best answer prominently, all allowing Knowledge authors to quickly remove other thread contributions that are of lesser value to the end result. Troubleshooting In some cases, a variety of potential answers to a question make knowledge articles or community discussions less than ideal options for providing answers to questions. The Pega Knowledge troubleshooter provides diagnostics capabilities allowing customer product or service issues to be diagnosed and resolved using dynamic, rich text questions that guide the end user through a series of steps to help resolve issues. The troubleshooter supports linking related articles with questions, and the ability to insert images or videos to provide a more visual diagnostic experience. Knowledge authors create troubleshooters from the Troubleshooters navigation link, then they can quickly start creating the diagnostic questions and actions through an intuitive configuration tool. While creating questions, the author will also see a running list of the questions they have added to their troubleshooter for quick visual reference. The rich text editor supports a wide variety of question formatting, inserting relevant images and videos to provide a visually-engaging end user experience. Launching a Customer Service case is also supported, which allows a customer to seek additional help if they cannot self-diagnose their issue, so customers are not stranded. The troubleshooter also supports launching other troubleshooters to create multi-branched complex diagnostics. The troubleshooter authoring experience is built into the knowledge portal, so access to a separate application is not required. Once a troubleshooter is created, it can be specified in a standard knowledge article, using a new content type of troubleshooter. This design allows articles (troubleshooters) to be suggested or searched just like standard knowledge articles to maintain expected flexibility when configuring suggested articles, or in this case, troubleshooting diagnostics. Pega Customer Service Product Overview 10

15 Decisioning/AI driven channel personalization Pega Customer Service provides a number of capabilities that deliver rich, highly personalized self-service interactions through voice and text channels. Next-Best-Action APIs for IVR personalization If your business has a modern Interactive Voice Response (IVR) capability that allows for dynamic menu personalization and you would like to deliver tailored IVR scripting to different customer segments, then Pega Customer Service can be used to meet those needs. Pega provides the ability to take intelligent guidance (the next best action to take with a specific customer), along with customer data from Pega Customer Service and feed that into an IVR in real-time, delivering a personalized experience and increasing the likelihood that the customers question can be answered before they are escalated. This Pega Customer Service Product Overview 11

16 capability is packaged as APIs enabling Pega and modern IVR solutions to talk to each other and build dynamic experiences personalized to every customer. Pega, through Customer Decision Hub, provides a UI for designing the next best action strategies you wish to use specifically for IVR interactions. Facebook Messenger and Web Chatbot Pega Customer Service provides the ability to automate your service cases for deployment into either Facebook Messenger or your web-site, to deliver a conversational self-service experience to customers. Regardless of the delivery point, each conversation is treated as its own interaction. All dialog and selections made through the conversational interface are logged as part of case history. Natural Language processing is utilized to determine what the customer wants to accomplish and directs them to the correct case interaction or, when applicable, knowledge article. What happens when a customer can t self-serve? In circumstances where a customer interaction is not executing successfully, negative sentiment is detected**, or a customer asks to interact with a live agent, the interaction can be transferred into a CSR-enabled interaction through Pega Chat. As with other channels, any partially completed cases and the full transcript of the self-service interaction get shared with the assigned CSR. Social channels With Pega Customer Service, customer service teams can work together to engage with and respond to customers with service questions on social media sites like Facebook and Pega Customer Service Product Overview 12

17 Twitter, either through public posts and responses or using private messages (or a combination of both). Pega uses advanced text analytics to cut through social media noise and extract only those conversations that matter (i.e., the conversations where assistance is needed). Pega harvesting and filtering technology detects key elements from social posts, such as sentiment**, topics and even the influence of the social customer. In that way your assigned CSRs can be assigned meaningful (i.e., service related) social posts and offer timely and appropriate responses. Back office interactions In many situations, omni-channel interactions that reach your contact center also need to extend beyond the front-office for fulfilment and resolution. The Back Office Portal in Pega Customer Service provides the full breadth of functionality required for back office service case operations. The Back Office portal provides all the features of Customer Service that are required for back-office work, including followed cases, tagged cases and advanced search. Integrated natively & seamlessly with its front-office equivalent, transactions can be handed off from back office to front-office service personnel and vice-versa. Cross-channel customer history Pega Customer Service automatically records detailed interaction history to provide users insight into what actions were taken on behalf of a customer during an interaction, the status and outcome on any service request, as well as visibility to self-service actions that the end-customer has taken. Pega Customer Service Product Overview 13

18 Whether your customers are getting answers on a web self-service site, a mobile device, or working directly with your CSRs via one of our assisted service channel options, CSRs always have full visibility to customer interaction history. When interactions cross channels (from self-service to assisted service for example) cases started in one channel can be continued in other channels, without loss of context. CSRs even have the ability to see upcoming events for an end-customer, like a scheduled marketing event or service renewal. Inbound correspondence ( , fax, white mail) interactions** Pega Customer Service can receive, route, and process interactions from customers. We support threading, private note capabilities and the ability to compose templated responses through suggested replies and common phrase dropdowns. We also support advanced NLP analysis of each and every incoming , removing the need for CSRs to read, triage, and manually route . Text analysis enables automated routing based on content categorization or by sentiment (so that frustrated customers can be handled by specialist teams, for example). Pega Customer Service Product Overview 14

19 In addition to routing, we also support the ability to suggest cases and responses to assigned CSRs. If a suggestion is taken, the contents of the that apply to the suggested case can be automatically extracted and filled into relevant case fields with a single button press. Fax and white mail interactions Integration points are also available for other correspondence options for inbound (for example, fax) and outbound (for example, whit etc.) communications. Customer engagement and support Delivering smart, timely and personalized assisted service interactions from the Contact Center relies on doing a number of things well, including providing the right tools to CSRs. Robotics for Customer Service Pega Robotic Automation automates repetitive tasks within your contact center or back office environment without the need to re-engineer applications. Robotic Automation integrates with the user interfaces of your desktop and web applications to run automations that improve productivity and efficiency in your enterprise. Pega Customer Service Product Overview 15

20 Start my day With Pega Robotics configured and enabled, call centers can recognize significant savings by cutting down on the amount of time CSRs spend logging into and setting up their desktops at the start of their work shifts. With a single click, business-defined production applications will be opened and, where necessary, logged into with Assisted sign on functionality. A CSR can also arrange their desktop applications to the size and location they prefer, and save these preferences. The CSR can also personalize the list of applications that will be opened. CSRs can add Windows applications and websites that they use frequently. They can also manage logins for any business-defined applications requiring credentials to log in. Operator presence Pega allows you to track the real-time availability of CSRs across channels. Record CSR availability for phone and chat channels and leverage real-time data for actionable insight. The Pega operator presence architecture is extensible, and supports the integration of third party presence sources. Pega Knowledge Pega Knowledge, in addition to its web self-service portal/mashup and Self-Service Advisor use cases noted earlier, can also be used by CSRs within the Interaction Portal in order to help ensure that high quality, consistent information and answers are available for CSRs to deliver to customers across every touch point and channel interaction. Back Office Portal users also have access to knowledge in order to guide them through complex back office actions and transactions. Pega Customer Service Product Overview 16

21 CSRs need knowledge at their fingertips when dealing with customer questions. Knowledge can displayed within an expandable/retractable header within the Interaction Portal, or, if the article review requires it and the CSR has the desktop real-estate, in a separate browser window that can be resized and displayed alongside the Interaction Portal. While CSRs can search at any time, we also provide the ability for articles to be suggested to the CSR based on the service requests that the CSR is working, reducing the research investment for the CSR and the length of the resulting interaction. Knowledge, when utilized in the Interaction Portal, also benefits from additional security features that can be used to display more detailed information to the CSR. Internal sections of the article will only display when the article is viewed within the Interaction or Back Office Portals. The Knowledge taxonomy tree can also allow for privileged access to certain categories, providing yet another capability for sensitive content to be segregated for different audiences. In the Interaction Portal, suitably privileged CSRs can suggest new articles through the same knowledge viewer. CSRs working text channel interactions can also share links or article text through those channels with end-customers. Finally, the same Troubleshooter functionality available to end-customers through help sites is also available to CSRs through the Interaction Portal. Pega Customer Service Product Overview 17

22 Guided, intent-driven processing With Pega Customer Service, intent-driven processing guides users through every customer interaction reducing training time and ensuring service consistency. Service processes can be specialized to the customer and circumstance, enabling personalized service for customers, but without compromising efficiency. Next-Best-Action suggestions* During self or assisted service interactions, Pega can suggest the next best action to take, intelligently guiding users step-by-step through a personalized service experience. To anticipate what each customer needs, Pega uses a combination of business rules and the interaction s context. Customers can personalize customer strategies by leveraging Pega AI-driven Customer Decision Hub to intelligently present the right offer or next-best-action suggestion at the right time. It can even use predictive analytics and self-learning adaptive models, leveraging both Pega and non-pega data sources. Predictive analytics enables Pega customers to design and execute marketing strategies with campaigns, inbound and outbound, and accurately predict customer behaviors to ensure the optimal offer or action is suggested for each customer. Next Best Action within Pega Customer Service can recommend service requests, campaigns, case reviews, or upsell, cross-sell, and retention offers. With its intelligent offer management capabilities, Pega Customer Service helps you deliver the right offer to the right customer at the right time. Composite view Requiring your CSRs to search for customer specific data adds time to every interaction. Pega Customer Service consolidates relevant customer information from your legacy systems, interaction data, and service requests into a single composite view of the customer relationship showing all the information that a CSR may need to act on. Customer composites provide relevant account detail, interaction history across channels, open and recent service requests, and display the consolidated view dynamically based on the customer context and current situation. Pega Customer Service Product Overview 18

23 Customer inquiry In some customer scenarios, the CSR needs to keep track of information that has been shared with an end-customer. Traditionally, this was done using manually typed notes during wrap-up, adding time to every interaction and reducing available time. The Customer Inquiry feature in the Composite View, allows CSRs to simply mark information to confirm that it has been shared with the customer with a simple click, also ensuring that the request and delivery of that information is recorded in the audit log for the Interaction and available for subsequent review. CSRs can also select any marked data elements as the reason for the contact when dispositioning the interaction at wrap up. Pega Co-Browse Depending on the question being asked and addressed, there are scenarios where enabling the CSR to see what the customer is experiencing online can significantly accelerate issue resolution. While Co-Browse can be used both to enrich interactions with end-customers and internally (for interactions with other employees in the Back Office etc.), in this section, we ll primarily talk to how co-browse is used in engagements with endcustomers. Pega Co-Browse lets customers share their web-browser with a CSR, enabling the CSR to provide instruction, coaching and guidance to help the customer navigate a self-service portal, a complex web site or complete an unfamiliar task (that first purchase order etc.). The benefits of Co-Browse extend beyond solving the issue at hand. The CSR can use highlighting or control features to show the customer how to resolve an issue themselves, training them to be more self-sufficient in the future. Pega Customer Service Product Overview 19

24 Co-Browse Recording: Pega Co-Browse includes recording capabilities allowing both CSRs and Managers to review co-browse sessions after the fact for quality review and training purposes. Co-Browse recordings capture highlight and control events, any page changes during a co-browse session and feature play and pause controls. Highlight and control events are also marked on the timeline. Users can click on the timeline to fast forward or rewind to key portions of the recording. Visual Masking: Another key feature of the Pega Co-Browse solution is its visual masking editor for removing sensitive or private content from the end-users browser in terms of what is shared with a CSR. The editor can be used to quickly hide or mask content from a CSR and is a task that is straightforward enough for a business user to perform and maintain. Masking changes and decisions are honored by the Co-Browse recording feature (anything masked or hidden on a site will honor those visibility settings when subsequently recorded). Browse Sub domains and third party content: Modern web sites can be complex animals with a lot of content splintered across different URLs and embedded from different sites in iframes. Pega Co-Browse handles these complexities seamlessly, allowing a single co-browse session to extend across sub-domain URLs and embedded iframes without the need for customization, or worse for some businesses, requiring changes to the architecture of the website. Satisfaction and Net Promoter Surveys Pega Customer Service can automatically send satisfaction and Net Promoter surveys to customers via chat, Self-Service Advisor, SMS, or at the end of an interaction, providing insight into your organization s effectiveness from the eyes of your customers. Pega Customer Service automatically generates and assigns follow-up cases based on survey results if the scores are below a configured threshold value, offering a closed-loop feedback process with your customers. Search CSRs can quickly search for contacts, sales prospects, accounts, service requests (cases), and knowledge articles through Interaction Portal search. Anonymous customer support and customer verification For a number of industries, many customer service use cases can be for interactions with people who are prospective rather than current customers. Maybe they ll become a customer during the service interaction, for example, if they called to sign up for a service. Or, maybe they re simply looking for general information and may never become a customer. With Pega Customer Service, CSRs don t need to create contact records for every interaction. This feature makes it easy for CSRs to provide high quality service via phone, chat, , and social channels to both current and prospective customers, while Pega Customer Service Product Overview 20

25 constraining the actions that CSRs can perform to make them applicable to the information at hand. If the contact identifies themselves as a customer and we need to verify their identity prior to sharing sensitive information, CSRs have the ability to ask security questions that only that the customer will know the answers to. When the customer is verified, a broader range of service options are then available to the CSR as the interaction continues. One-and-done service process automation Through automated best-practice service requests that are directly integrated with your legacy and back-end systems, you can resolve customer issues in real time without transferring or calling back customers, and without passing service fulfillment to the back office. That way, you deliver more efficient and effective service. Other capabilities such as automatic correspondence and service request audit trails minimize manual work and reduce time-consuming work transfer. Notifications (SMS, push, ) Pega Customer Service supports a number of notification options, the three most common being SMS, Push and notifications. You can send SMS notifications to your customer s preferred mobile device for service request updates such as a change in status, or include other information such as a satisfaction or NPS survey link. Pega Customer Service provides a sample integration with Twilio as the SMS gateway interface (requires a separate Twilio account and license). You can also configure SMS notifications to interface with other SMS gateways providers. Pega Customer Service utilizes SMS correspondence templates that you can configure, style, and brand to meet your corporate standards. In addition to SMS, the Pega platform also supports the ability to send Push Notifications. While the differences between SMS and Push are subtle, Push allows you to skip the SMS gateway and send messages direct to the mobile device. The final option for outbound notifications is . Pega allows you to send notifications to customers keeping them informed of status updates, or send satisfaction or Net Promoter surveys. correspondence templates allow you to configure, style, and brand s to meet your corporate standards and outbound communication needs. Comprehensive audit trail Pega cases include detailed audit trail features to record the complete life-cycle of interactions and service cases. During case processing, Pega Customer Service automatically tracks user actions, actions by other applications on the case, and other history of the case. Audit trails can be configured to capture specific details of case processing. Audit trails provide clear, objective insight into what actions were taken on Pega Customer Service Product Overview 21

26 behalf of a customer during an interaction and related service cases, and any actions that move cases from the front-office to back-office. Service level management To help you meet important performance objectives, Pega Customer Service provides sophisticated facilities for managing value-based service level agreements (SLA). You can assign and monitor work, ensuring that tasks are completed according to both business priority and customer value. Visual wrap up Wrap up provides CSRs with an at-a-glance view of the work they have done during an interaction. Service cases and customer inquiries are arranged in the order they were worked, and key case details can be seen by expanding a case s summary details. CSRs can also add notes to the interaction, which will be available to managers and other CSRs who may later review the interaction. Wrap up ends the timer counting the length of an interaction, and allows the CSR to disposition the interaction, indicate whether the interaction was related to a previous interaction, allows them to share a copy of the interaction record with the end-customer and, optionally, to complete a proxy survey response in the case of phone interactions on the customer s behalf. Dialog/scripting Delivering consistent, high quality service experiences is critical to many businesses. The Interaction Portal comes with embedded scripting on interactions and cases, allowing the CSR to vocalize the dialog to be read, or select that dialog for display to the end-customer when working in text interaction channels like Pega Chat. Dialog can be written to be specific to a delivery channel, skill or assignment group, making Dialog a flexible tool for personalizing each interaction to customer circumstances and CSR skill levels. Coaching Some interactions with end-customers can be on sensitive topics that need to be very carefully managed or subject to some degree of guidance on how they are handled by the individual CSR. What is communicated, how it is executed and what is not said can be points where explicit guidance is given to the individual CSR. Dialog and coaching can be offered simultaneously to a CSR if warranted. Tag and follow cases CSRs can tag cases and follow/unfollow the majority of cases that are provided with Pega Customer Service. A tagged case allows an agent to apply a tag phrase for a case that they can subsequently search on, without having to know details on the case type, case number Pega Customer Service Product Overview 22

27 or customer. Saved tags can be found on the home tab in the Interaction Portal and other CSR facing portals. Follow functionality allows a CSR to keep track of a case and have it visible in their My Work list, without being the assigned operator. Once the service case has progressed beyond the point that the CSR is interested in, they can quickly unfollow the case to remove it from their My Work lists. CSRs can also unfollow cases in-bulk once all the pending activities associated to their favorite customers or accounts are completed. Unified Customer Relationship Management As one of the component applications in Pega Customer Relationship Management suite, Pega Customer Service enables a rich set of Customer Relationship Management capabilities that include features from Pega Marketing, Customer Decision Hub and Sales Automation applications. Key capabilities include: Customer contact and organization data are synchronized automatically between sales and service on any update. Removal of artificial barriers on task access. CSRs are able to create sales leads and opportunities, for example, from the Customer Service Interaction Portal. CSRs can view the sales rep calendars and schedule appointments for customers. CSRs have rich upsell, cross-sell and retention tools from Pega Marketing. Sales reps and CSRs each have a complete view of customer engagement throughout the life cycle, including marketing engagements, sales leads, opportunities and other activities, as well as customer service cases and interactions across all channels. Pega Customer Service Product Overview 23

28 Support for B2C, B2B, B2B2C, and B2B2B interactions Pega Customer Service has built-in support to manage not only Business to Consumer and Business to Business interactions, but also agent-based service scenarios like Business to Business to Consumer/Business. That way, CSRs can see the appropriate context and view of the customer, even when they are supporting multiple clients. Role-based features and manager tools Pega Customer Service provides a rich set of capabilities outside of individual interaction and case management to measure Contact Center performance and to easily manage your Pega Customer Service environment as business needs change. Reporting and analytics Pega Customer Service includes a wide variety of standard reports and graphs providing real-time information regarding processes, work, assignments, and historical data for analyzing contact center KPIs over time. In Pega Customer Service, there are two distinct report types, dashboard widgets, and analytics reports. Pega Customer Service Product Overview 24

29 With dashboard widgets, you can summarize bite sized snapshots of operational performance data ideal for providing quick summaries to decision makers or CSRs. As a manager, you can build and publish dashboards for both your personal use and for the use of your team. The same dashboards that are exposed to Managers are also available to individual CSRs. Role-based dashboards can be published to applicable roles/access groups. CSRs, if given the privileges to do so, can even modify their own dashboards to more closely track the data points they need to be aware of when performing their day to day roles. Within Pega more comprehensive reporting capabilities, powerful drill-down capabilities enable you to navigate from a summary view of your entire operation down, if needed, to the details of a single service-request case. The Contact center can also very easily create their own reports to measure business specific key performance indicators. Pega Customer Service comes with dozens of pre-built dashboard widgets and several hundred operational reports. Pega Customer Service Product Overview 25

30 Manager tools Chat queue monitoring Pega Customer Service provides the ability for Managers or supervisors to monitor the performance of their Chat queues, to supervise individual chat sessions or even join in and contribute to a chat. The manager will see chat activity across Chat servers and queue totals for chat, overall chat load and longest wait time. They will also be alerted if Chat wait time is outside of SLAs for the channel. After drilling into a queue, they can see activity per agent, overall chat time, and sentiment indicators for both participants in the chat. Drilling in further to monitor gives them the ability to watch the chat evolve in real time and observe any on-going co-browse interactions, assuming co-browse is being utilized. In cases where intervention is needed, the Chat Supervisor can join the chat as an active participant. Bulk processing In some cases, cases may pile up with common underlying causes, or CSRs may leave the business or be unavailable and their cases need to be reassigned. Manually going in and responding or reassigning work can be a repetitive task that doesn t aid contact center efficiency. Managers can use the bulk processing feature to very quickly make bulk update changes. Pega Customer Service Product Overview 26

31 The process for making changes is straightforward. A Manager can specific filter criteria to identify the scenarios to search for and the case types to target. In the resulting list of matches, they can check the boxes on items to process. Finally, they can choose the action to perform from the possible actions provided (depending on the case type selected.). Transfers, cancellations and bulk updates are all potential outcomes based on the cases selected. Workforce intelligence Pega Workforce Intelligence provides actionable insights on your teams activity inside Pega and other desktop or browser applications. By unifying Pega Workforce Intelligence within the Pega Customer Service application, Call Centers can uncover hidden patterns of inefficiency by analyzing millions of daily interactions from any agent desktop in a dashboard view. These insights unlock the full potential of the contact center s people, processes, and technology by revealing previously unseen opportunities to improve the overall customer experience, agent productivity and coach new behaviors that boost the bottom line. Quality performance management Pega Customer Service provides comprehensive quality review management capabilities to evaluate and monitor employee performance against your company s quality criteria. Pega Customer Service Product Overview 27

32 Managers can select a sample of cases, review and score the work, and share feedback and coaching with CSRs. They can also add dynamic coaching tips to improve productivity and reduce training time by delivering real-time advice and instructions to individual employees while they are interacting with customers. Portal co-browsing Managers can co-browse within the contact center with other team members to observe activities from the CSRs desktop and provide guidance. Even if they are not a co-browse enabled agent, the CSR can invoke a co-browse session. When the resulting key is shared with the Manager, the Manager can quickly view the CSRs portal screen and help them to resolution. Messages and alerts Managers and other authorized users can also send out messages and alerts. These can be configured to be system wide or to specific workgroups, marked as urgent or to be active for a specific window of time. Manager configuration tools Managers can adjust dialogs, coaching tips and suggested articles on a service case by service case basis. This is accessed via a manager visible drop-down on the tools menu on each case when opened. Pega Pulse In a number of situations, collaboration is needed within the business to help resolve the unexpected or seemingly intractable, to share information that improves the quality of service and also to note upcoming changes that might impact the way that work is performed. Pega Pulse provides the ability to send notifications and collaborate around higher level business challenges within the contact center. Pulse notes are saved and preserved, and can also be tagged for easy navigation. Non-collaboration focused use cases where note taking is important are supported in the contact notes, interaction notes and visual wrap up features. Implementation and configuration tools Pega Express for Customer Service Pega Express empowers business users to implement and maintain their Customer Service applications through easy-to-use wizards and landing pages. Through Express, application behaviors, cases and case layout, composites and contact headers, data models, SLAs, and other features can be configured easily, without writing code. Fewer technical users can Pega Customer Service Product Overview 28

33 model cases and interactions using business-friendly tools and execute them instantly to see the results and refine them to meet business needs. Business rules Pega Business Process Automation (BPA) streamlines your operations so you can reduce costs and improve business agility, particularly when business processes extend beyond your Contact Center into other parts of the business. Pega is recognized by leading analyst firms as the most comprehensive and unified BPA platform on the market. Rules and process automatically resolve work wherever possible. Case management The Pega case management capability helps simplify and automate work. Case management helps you keep your promise to your customers, connecting all the people and systems required to resolve each customer inquiry. The Service requests listed later in this document are built on case management foundations, allowing all users to benefit from the tracking of related information, automation and status tracking, and the interplay between front- and back-office activity, to make sure that every customer or contact center initiated activity is managed to resolution. Pega live data Integration with your existing systems of record are a key part of any Customer Relationship Management implementation. Pega customers can choose to use Pega as the system of record or information, or orchestrate that data from multiple sources for delivery through the Customer Service application. In the case of the second option, Pega Live Data simplifies the use of data in business processes by delivering the right data, in the right place, at the right time. It manages data requests behind the scenes so that data flows to the right process steps. It is easy to change and adapt for new data sources and new applications, across thousands of users. Pega Customer Service Product Overview 29

34 In addition, Pega has a comprehensive suite of technology-level adapters that allow Pega applications to fit seamlessly into an enterprise ecosystem. Pega supports transport or protocol-level adaptors with form-based integration options, so that no custom code is required to connect to an external system. Situational Layer Cake With the Pega Situational Layer Cake, you can automatically tailor applications to the business context in which they operate. Variation of scale is all handled in one version of the application, using a coherent layered architecture. Pega efficiently delivers repeatable, differentiated solutions by re-using common policies and procedures in multiple business units, channels, geographies, and customer segments. Localization/language packs Language packs support localization of applications through use of translated field values for buttons, prompts, and labels. Language packs are available for Pega Customer Service in English, Italian, French, Japanese, German, Spanish, and Portuguese. Pega also offers a Localization wizard capability to enable customers to localize Pegabased applications, including custom fields and screens quickly and easily, and in any language. Accessibility Pega Customer Service provides support to enable your applications to comply with requirements required by legislation like the Americans with Disabilities Act (ADA). This includes features like keyboard navigation, and the ability to support assistive technologies such as screen-readers. Pega offers the Pega 7 Web Accessibility rule set, which, when included with your applications, generates appropriate markup that is compatible with common screen readers and accessibility devices. Deployment options Cloud Choice and Pega Cloud Pega Customer Service is available on Pega Cloud as well as other configurations (either third-party cloud or managed private cloud etc.) through Pega hosting partners. Pega Cloud provides industry-leading infrastructure, enterprise-grade services, and operational excellence. Realize a faster time-to-value for your Pega investments and take advantage of the complete range of Pega Cloud services, from development and testing sandbox environments to fully managed production environments. You can even migrate applications from the cloud to your data centers as needed. On-premise deployment Pega supports a range of on-premise deployment options, including a number of supported Pega Customer Service Product Overview 30

35 database, application and web server deployment options. Please see for details. **Note: Pega Chat, IVA Chatbots & and Social channels include features that leverage the Text Analytics/Natural Language Processing features of the Pega Platform. If you have access to these features as part of your licensed Cloud Edition package, you may use Text Analytics/Natural Language features solely with Pega Customer Service. Contact your Pega Account Executive if you require a license to use the Text Analytics/Natural Language Processing features for use cases external to Pega Customer Service. Pega Customer Service Product Overview 31

36 Customer service requests Standard service requests This table lists the standard service requests (SRs) available with Pega Customer Service and available for selection within the New Application Wizard. Your company may choose to implement additional or alternate business processes. Please note that all of these service request types are available for selection in both the business or consumer bundles in the New Application Wizard, unless otherwise noted in the description. Regardless of bundle association, a customer can enable as many or as few of the service requests as they choose and mix from each bundle if necessary. Service Request Add New Organization Address Change Close Account Co-Browsing Session Create Lead Create Opportunity Complaint or Compliment Dispute Transaction General Service Request Make Offer** Lost or Stolen Card Modify Account Links Description Add a new organization and have it linked to a parent organization. This service request type is available as part of the business bundle. Change an account address with the option to apply the change to related accounts, notifying the account holder and contacts when the address change is resolved. Close an account and, if applicable, present retention offers to the contact. Collaborate in real-time with a customer through sharing a browser session and providing visual guidance on how to navigate a web site. The co-browse case maintains a history of the co-browse session, including a recording of the session (when the co-browsing recording feature is enabled) that can be viewed as part of the customer history. Create a sales lead during a customer service interaction and route to a sales rep. Add, view, and modify sales opportunities during a customer service interaction. Enter a complaint or compliment regarding an account, product, or other issue, distributing the feedback according to the feedback type and recipient (potentially into the back office). Dispute a transaction if there are any discrepancies in charges or services. Is used to address a customer issue when there are no service request types more suitable for handling the situation. CSRs can select where to route the SR to facilitate resolution. Upsell or cross-sell to the current customer, with an offer generated by Pega Marketing. Create a case to report a lost or stolen card and order a replacement card. This service request type is available as part of the consumer bundle. View and maintain a list of accounts associated with a contact. Modify Organization Links View and maintain a list of organizations associated with a contact or account. This service request type is available as part of the business bundle. Pega Customer Service Product Overview 32

37 Service Request Modify Contact Links Description View and modify the contacts associated with an account. New Contact Offer Negotiator** Open New Account Quality Review Sales Negotiator** Schedule Activity Send Correspondence Schedule Appointment Statement Copy Suggested Item Review Suggested Offers Update Contact Profile Update Organization Details Update Organization Address Details Update Organization Communication Details Add a new contact and authorized role to an account. Negotiate a retention offer with a customer. Enables users to bundle multiple products together to create a custom retention offer, and guides them to stay within a set budget for each offer. Submit a new account application for a contact. Review customer service interactions, score the quality of the case and provide feedback to CSRs and supervisors. Negotiate a sale by upsell or cross-sell. CSRs can upsell or cross-sell the bundled products to retain and increase business with a customer. Schedule an activity such as a follow-up conference call for a customer, including the start/end date, Topic, location and specify an owner or route to a Workbasket. Send correspondence via to a customer (contact or account holder). CSRs can facilitate interactions between customers and sales reps by scheduling appointments on the sales reps behalf. CSRs can view available appointment times on the sales reps Outlook calendar. Submit a statement copy request on behalf of a contact. Review open service requests for a customer, as suggested by the system (service requests to review are configurable). Select and present cross-sell and other offers to a customer. Update contact profile information such as first, middle, and last name, date of birth, including verification settings such as SSN and security questions, and Marketing preferences. View and maintain information associated with an organization including name, tax ID, and so on. This service request type is available as part of the business bundle. View and maintain address information associated with an organization. This service request type is available as part of the business bundle. View and maintain communication information associated with an organization. **Requires Pega Marketing license. Requires Pega Sales Automation license. Pega Customer Service Product Overview 33

38 Examples of service requests Complaint or compliment Dispute transaction Pega Customer Service Product Overview 34

39 Lost or stolen card Pega Customer Service Product Overview 35

40 Data model Pega Customer Service provides common data objects to manage customer data. Pega platform provides a system of record layer that consists of logical and physical layer. The system of record layer consists of contact, organization, and their relationship entities. Pega Customer Service inherits from the system of record logical layer and also uses the physical tables to store sample data. Some of the object types expect data to be sourced from an external system of record, others provide the choice of using Pega or an external system of record for data storage and management. The following matrix references the key objects used in the Pega Customer Service application. You can use the Data Explorer in the Designer Studio to review all Pega Customer Service data objects and data pages. Asterisks represent key object types that can be stored and managed using Pega as your system of record. Object Type Contact* Account Organization* Interaction Service Request Description The individual associated with an interaction. This could be a person associated with a business or individual account. A consumer or business legal entity that has financial obligations with the business. An account generally has one-to-many contacts, each with different authorized roles. This object type requires data from an external system of record. An account that is either a stand-alone business or company entity, or part of a larger account hierarchy. A communication with a customer through a channel such as phone, chat, , or other media. An interaction can have zero or one-tomany service requests to address a customer s requests or issues. A service request is a distinct process or case that is logged on behalf of a customer to resolve an issue or request, such as an address or profile change, or a disputed charge. See the Customer Service Requests section. Pega Customer Service Product Overview 36

41 Logical Data Relationship Model (Pega Customer Service 7.4) Pega Customer Service Product Overview 37