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Pegasystems reports it has enhanced its Customer Service Cloud with new Service Case Manager capabilities, which are designed to centrally manage customer inquiries across all channels, geographies and other user-defined criteria to increase call center agent customer service. The company emphasizes the cloud-based Service Case Manager, allows organizations to: - use situational specific functionality to capture the right information, based on channel, customer or jurisdiction, and use that context across the life of a service case;
- accelerate time to market using a catalog of pre-built service cases, such as incidents, complaints and requests;
- automate service processes and functions within those processes,
- automate all aspects of service case processing, including routing, queuing, service levels and alerts to reduce costs; and
- easily configure within existing Pega and third-party front-office and back-office desktops.
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