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Productivity tools

Updated on January 21, 2022

Every customer interaction, especially those that go through the contact center, require time to address. To help reduce the time and cost required to support customers, Pega applications include tools that CSRs use to get ready for work, accept incoming work, get a clear picture of the customer and their needs, balance and organize the desired outcomes, personalize the treatment of every contact, and complete work assignments.

Pega Customer Service Product Overview
CapabilitiesInteraction PortalBack Office Portal
Robotic Desktop Automation - Start My Day
Customer composites (*illustrated in the figure after this table)
Cross-channel history
Customer timelines
Intelligent guidance, next best action suggestions
Offer Advisor
Retention negotiation
Suggested service cases
Interaction driver, case selection
Customer inquiry mode (share data from the screen with a customer, and audit the share action)
Knowledge search
Customer sales activity
Community activity
Marketing activity
Visual wrap up (*illustrated in the figure after this table)
Pulse collaboration
Messages and coaching
Suggested articles

The following figure shows an example of a customer composite highlighting customer contact details, policy information, claim, and recent interaction history:

Customer composite
Customer composite displays account or policy. Users can switch channels during an interaction

The following figure shows an example of the visual wrap up process:

Wrap Up window
The CSR uses the Wrap Up window to complete the interaction

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