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Pegasystems Delivers Service Case Management for Communications

By Raju Shanbhag
TMCnet Contributor

Pegasystems (News - Alert) has unveiled a new solution to help communications service providers (CSPs) drive down operational costs. The new solution, named Service Case Management for Communications, allows service providers to deliver consistent and timely customer service while improving operational efficiency, the company stated in a press release.

Allowing CSPs to leverage and extend existing customer service systems, the Pega solution's dynamic case management capabilities combine with rich integration capabilities. This gives service providers an enhanced ability to manage and more efficiently resolve complex customer service cases across all channels and operational silos, including the back office. By allowing seamless cross-channel interaction and cross-functional coordination, multi-channel support capabilities drive down case handling costs.

“Despite some recent efforts, CSPs are still struggling to become 'easy to do business with.' While customers want a consistent experience across channels and one-time resolution regardless of issue or product, CSPs still struggle with operational silos, legacy contact center desktops, and isolated channel solutions,” stated Tom Erskine, director of Communications Industry Solutions at Pegasystems. “Pega's Service Case Management solution creates a 'single pipe' where CSPs can capture and manage all service requests across all channels and systems.”

By providing full visibility into business performance, real-time monitoring and reporting allows continuous improvement of operational efficiency and customer experiences. With proven predictive customer insight and adaptive decision support, service providers also gain improved visibility. Customer service becomes a critical differentiator as the market for communications services becomes increasingly competitive. Regardless of product, customers increasingly demand that their communications service providers (CSPs) respond in any channel, and solve any issue the first time.

Recently, the company introduced the latest version of Pega BPM to improve business productivity by focusing on revenue, cost structure, and resource velocity. Pega BPM applications will enable business users to leverage a unified environment of BPM and business rules with advanced analytics to predict and act on customer needs. It dynamically adapts to customer-facing business processes to optimize business outcomes.