Design reports to analyze Case data and provide insight into processes and workflows.

Learn how to provide customer service agents with a dialog script that is read as an agent conducts an interaction.

Pega Email Bot™ can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Pega Customer Service™ provides various ways for managers to observe and monitor the application and performance of the call center. You will learn...

Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and automate...

During customer interactions, CSRs receive suggestions through notification cards in the Interaction Portal of Pega Customer Service™. They represent...

Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Pega Email Bot uses natural language processing (NLP) to analyze and learn from patterns of conversation between customer service representatives...

You are a customer service representative (CSR) manager and have observed that your CSRs are making typos consistently when entering new addresses for...