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Pegasystems has added new possibilities for digital messaging to Pega Customer Service. Thanks to these additions, users can now communicate with their customers with any message app.

Pega Customer Service enables organizations to manage and predict the customer journey. Thanks to artificial intelligence, the customer’s needs can be met and the customer can be linked to the right people and systems. All customer interactions can be fully and centrally managed.

The solution now comes with new possibilities for digital messaging. Today, customer service is increasingly contacted via chat and messaging and it is difficult to predict what ‘the’ next channel will be, according to Pegasystems. Individual users have different preferences for messaging services, which is partly dependent on region, age and background.

As a result, organizations are forced to focus more on end-to-end service delivery instead of developing separate apps for each channel. Pega Customer Service needs to change that. Pega Customer Service users can now easily integrate virtually any chat and messaging channel. These include Facebook Messenger, Twitter Direct Messaging, Apple Business Chat, Google RCS and various future channels.

Centrally managed

All message channels are centrally managed by Pega Customer Service, eliminating the need for companies to build their own applications for each new message provision. In addition, context and data follow the customer, regardless of the channel, as all channels are linked to a general process or service case.

“With these new messaging capabilities within Pega Customer Service, Pega users can seamlessly deliver streamlined service processes through messaging channels. It’s also easy to add new channels,” said Kerim Akgonul, Senior Vice President of products at Pegasystems.

This news article was automatically translated from Dutch to give Techzine.eu a head start. All news articles after September 1, 2019 are written in native English and NOT translated. All our background stories are written in native English as well. For more information read our launch article.