Pega Customer Service

As described on AWS Marketplace.

<p>With Pega Customer Service, customer service and operations leaders deliver consistent, intelligent service experiences that unify agents, digital channels, enterprise workflows, data, and policies on a single platform. Pega enables organizations to handle complex service interactions end to end-from intake to resolution-while seamlessly blending assisted service, automation, and AI across regulated and operations-intensive industries.&nbsp;</p><p>&nbsp;</p><p>Included in this offer&nbsp;</p><p>- Pega full as-a-Service experience, with a complete Route to Live supporting application lifecycles from development through testing and go-live.&nbsp;</p><p>- Pega Customer Service, including the Pega GenAI for Customer Service package, empowering teams from design time to run time with trusted, enterprise-grade AI.&nbsp;</p><p>&nbsp;</p><p>Empower agents with AI-driven service.&nbsp;</p><p>Provide customer service agents with guided workflows, real-time insights, and AI-powered recommendations that help them resolve issues faster and more accurately. This approach supports high-volume service environments such as financial services and insurance contact centers, healthcare member and patient services, telecommunications service desks, utilities customer operations, and public sector constituent support.&nbsp;</p><p>&nbsp;</p><p>Deliver consistent service across assisted and digital channels.&nbsp;</p><p>Support customers across contact center, web, mobile, chat, messaging, and voice channels. Whether in banking and insurance servicing, healthcare interactions, government programs, or communications and utility service models, Pega ensures interactions are governed by the same workflows, rules, and policies for a consistent experience.&nbsp;</p><p>&nbsp;</p><p>Orchestrate end-to-end service execution.&nbsp;</p><p>Unlike siloed contact center or ticketing tools, Pega Customer Service connects front-office interactions directly to enterprise case management and process automation. Service requests trigger end-to-end workflows across systems, teams, and partners-supporting scenarios such as claims servicing, policy changes, care coordination, service provisioning, outage management, and complex manufacturing support cases.&nbsp;</p><p>&nbsp;</p><p>Increase efficiency while improving CX.&nbsp;</p><p>Reduce average handle time, improve first-contact resolution, and streamline complex service processes. Built-in analytics provide visibility into service performance, agent productivity, and journey bottlenecks-helping service organizations in regulated and asset-intensive industries continuously optimize operations.&nbsp;</p><p>&nbsp;</p><p>Deploy AI you can trust.&nbsp;</p><p>With Pega Predictable AI™, customer service interactions are explainable, auditable, and governed by enterprise policies. AI augments agent decision-making and automation without introducing unmanaged risk, which is critical for regulated industries such as financial services, insurance, healthcare, utilities, and the public sector.&nbsp;</p><p>&nbsp;</p><p>Accelerated Time-to-Value&nbsp;</p><p>Pega Customer Service includes an accelerated delivery approach designed to demonstrate value quickly:&nbsp;</p><p>- Rapid design of priority service journeys and agent workflows.&nbsp;</p><p>- Integration with existing customer service systems and enterprise platforms.&nbsp;</p><p>- Deployment of production-ready customer service capabilities in as little as 90 days.&nbsp;</p><p>- A roadmap to expand automation, AI adoption, and digital service over time.&nbsp;</p>

Highlighted by the publisher on AWS Marketplace.

Reduced costs by $4M per year by automatically resolving 77% of interactions with chatbots at Aflac.

Reduced average handle time by 3 minutes, increased NPS by 11 points, and decreased training time by 50% at Elevance Health.

45% reduction in support costs at Sainsbury's

As stated by the publisher on AWS Marketplace.

As defined in terms, or as required by applicable law.