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Accelerate customer follow-up with after-hours queue support (8.2)

Updated on May 3, 2021

Customer issues and questions have no time clock, as they can come up during all hours of the day and night. So when your contact center is closed, your customer service team needs a tool that can extend exceptional customer service even after regular business hours. Pega’s new after-hours queue support ensures that messages left outside of normal service hours are queued for immediate follow-up once your contact center reopens.

Now, with Pega’s after-hours queue support, all your incoming interactions are streamlined in a way that ensures:

  • Customer service agents never miss a response.
  • Customers are never prompted with an impersonal “We are closed. Come back later.” message.
  • After-hour interactions are put on top of your customer service agent queues.

Never lose after-hours messages

Never miss a Facebook message

Facebook is always open, but your contact center is not. With Pega’s new Customer Service 8.2 capabilities, your customer service agents will never lose an incoming Facebook message because your contact center was closed. All such messages will be held back until the contact center reopens, and will be pushed to your customer service agents in a staggered fashion. With messages directly routed to the top of your agents' queues, your customer follow-up is accelerated, resulting in higher performance metrics across your contact center.

For more information, see the "Respond to Facebook messages when you can" chapter of the Pega Customer Service Release Notes on the Pega Customer Service product page.

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