Ideal for digital-first customer service organizations, this release brings enhanced digital experiences, omnichannel messaging, and embedded knowledge management solutions for optimized customer engagement. Pega Customer Service™ 8 includes the following key features:

• Simplify service for agents with new Microjourneys (8.6)

• Simplify service for customers with enhanced messaging and IVR experiences (8.6)

• Simplify service for IT with more low-code configuration options (8.6)

• Get started faster today and make life easier for tomorrow with case templates (8.5)

• Manage contact center volumes by opening your service ecosystem (8.5)

• Cut costs without comprising exceptional service – Make it easier for your agents to be brilliant (8.5)

• Improve the self-service help experience for your customers (8.4)
• Reduce effort for your agents and customers with NLP (8.4)
• Achieve Brilliant Customer Service with Digital Messaging (8.4)
• Make gathering data easier with the Augmented Agent Assistant (8.3)
• Make your email bots smarter and get real work done faster (8.3)
• Stay ahead of service spikes by managing queues and agents more efficiently (8.3)
• Manage interactions with omnichannel queue-based routing (8.2)
• Streamline chat and messaging for increased concurrency (8.2)
• Support your global customers with localized knowledge content (8.2)
• Personalize chat interactions with emojis, images, and rich media (8.2)
• Accelerate customer follow-up with after-hours queue support (8.2)
• Answer the “what comes next?” question with guided troubleshooting (8.1)
• Find it faster with type-ahead (8.1)
• Show them, don’t just tell them with Co-Browse Scribble (8.1)

For more information about all the exciting new features, see Pega Customer Service Release Notes.

Look for our 8.5 videos? Visit the video library to see the previous versions.

Visit www.pega.com to learn more about Pega Infinity™.