What is Pega CRM, Robotics and Customer Service?

Pega is a leading low-code/no-code platform for building enterprise-level applications and managing complex customer journeys. As organizations increasingly adopt Pega to streamline their operations and improve customer experiences, the demand for Pega professionals has grown significantly. Pega's comprehensive suite of CRM, robotics, and customer service solutions requires specialized skills in areas like business process management, application development, and system integration. This specialized expertise, combined with the platform's continuous evolution, makes a career in Pega a demanding but rewarding path for individuals seeking to work with cutting-edge enterprise technologies.

What is Pega?

Pega is a low-code software platform that helps businesses automate workflows and make decisions using artificial intelligence (AI). In simpler terms, it allows companies to streamline operations and improve customer experiences without needing extensive coding.

The press release from Pegasystems Inc. details Pega's strong financial results in Q1 2023, with a 15% year-over-year growth in Annual Contract Value (ACV) and a focus on profitable growth and client success.

The information from the Pega website highlights the Pega Cloud infrastructure, which spans 22 global regions and comprises more than 30,000 computing instances, ensuring robust and reliable cloud services.

In this blog, we will discuss- Pega CRM, Pega Robotics, and Pega Customer Service in detail.

What is Pega CRM?

Pega CRM is a versatile customer relationship management software solution designed to streamline and optimize interactions with clients. It offers robust tools for managing contacts, tracking interactions, and analyzing customer data, empowering businesses to enhance their sales and marketing strategies effectively. With intuitive interfaces and customizable features, Pega CRM is tailored to meet the diverse needs of businesses across various industries, aiming to improve efficiency and foster stronger customer relationships.

How Pega CRM is used?

· Identify customer needs and opportunities early

· Understand contextual shifts quickly

· Move beyond sales and create long-lasting relationships

· Unify customer experiences across channels

Why is Pega CRM important?

Pega CRM is crucial for businesses due to its ability to centralize customer data, streamline workflows, and enhance customer engagement. It empowers organizations to deliver personalized experiences, optimize sales processes, and improve overall operational efficiency. By leveraging advanced analytics and AI-driven insights, Pega CRM fosters businesses to make informed decisions and adapt quickly to market dynamics, ultimately driving growth and customer satisfaction. Pega CRM stands out as a comprehensive solution that integrates seamlessly into existing business environments, offering scalable capabilities to meet evolving business needs.

Benefits of Pega CRM

Flexibility to support your current and future state

Pega CRM empowers you to take CRM transformation to the next level, whether you are considering an alternative solution or looking to reinforce your current investment.

Real-time AI and automation

Pega CRM enables delivering insights and engaging customers at the right moment.

Center-out business architecture

Pega CRM provides speed and scalability across your systems.

Unified platform

Pega CRM connects across systems and organizational silos in one unified platform.

Improved customer experience

Pega CRM provides essential customer information to agents, enabling them to personalize interactions and respond more effectively to customer needs.

Streamlined processes

Pega CRM helps streamline customer service processes, either through ticketing systems or through case workflows that can guide customer journeys to completion.

Increased productivity

Pega CRM offers productivity tools that bring faster outcomes, guiding agents through their interactions and automating work.

How does Pega CRM work?

Pega CRM solution automates sales and marketing processes, such as lead management, email campaigns, and sales forecasting, helping teams work more productively with the aid of AI. By automatically setting up customer profiles, CRM ensures all parts of a company work together smoothly to make things better for customers every step of the way.

Traditional CRM vs. Pega CRM

1. Automation and AI: Pega CRM emphasizes advanced automation and AI-driven insights, streamlining processes and personalizing customer interactions more extensively than traditional CRM systems.

2. Unified Platform: Pega CRM operates on a unified platform integrating CRM with BPM and RPA functionalities. This provides a holistic view of customer journeys and organizational operations, whereas traditional CRMs may require additional integration efforts to achieve similar functionality.

What is Pega Robotic Automation?

Pega Robotic Automation is a comprehensive solution offering attended and unattended task-handling modes. It includes Pega Robot Studio for development, Pega Robot Manager for control management, and Pega Robot Runtime for executing automation. This platform streamlines processes, enhances efficiency, and allows for the automation of repetitive tasks, ultimately improving productivity and freeing up resources for more strategic work.

Pega Robotic Automation can integrate with Pega Platform to automate tasks and processes that cannot be directly accessed through Pega Platform's standard integration channels. If an application has an accessible API, Pega Platform can directly integrate. However, suppose an application lacks an API or other integration mechanism. In that case, Pega Robotic Automation can automate interactions with that application and incorporate the automated tasks into the Pega Platform case management workflow. This allows the Pega Platform to leverage the application's API (where available) and Pega Robotic Automation (where necessary) to streamline and automate the overall process.

Best Examples of Automation Solutions

Automate manual process--Copying and pasting between applications

Provide a single user interface for interaction with multiple applications

Assist user in the completion of workflow tasks

Run on the dedicated workstation to execute fully automated processes

Pega Robotic Automation functionality

Three concepts drive Pega Robotic Automation

· Event-driven architecture

· Support of virtually any application

· Quick result delivery

Event-driven architecture

· This unique feature of Pega Robotic automation process aids in discovering and measuring the existing processes

· Pega Robotic Automation is built on an event-driven architecture. Specific events, such as a user interaction with the user interface or the creation/activation of an application window, trigger the automation.

· Pega Robotic Automation can automate tasks across various applications, including desktop, mainframe, web-based, and cloud/SaaS applications, without requiring changes to the underlying applications.

Support of virtually any application

1. Pega Robotic Automation is designed to automate tasks across various applications, including desktop, mainframe, web-based, cloud/SaaS applications, and even older or custom-built applications, with or without APIs. This versatility allows for comprehensive automation without significant modifications to the underlying applications.

2. Pega Robotic Automation can seamlessly integrate with various applications, such as Desktop, Mainframe, Java, IE, Chrome, Firefox, Cloud/SaaS, Citrix, and virtual applications. This broad integration capability ensures that automation can be applied across diverse technological environments.

Quick Result Delivery

· Pega Robotic Automation also provides a full programmatic API.

· It does not necessitate changes to the underlying applications.

· Pega Robotic Automation solutions are deployed incrementally and highly iteratively, allowing for quick delivery of automation capabilities and enabling continuous improvement and refinement of automation processes.

Benefits of Pega Robotic automation

1. Increased Efficiency

2. Error Reduction

3. Cost Savings

4. Enhanced Customer Experience

5. Scalability

6. Integration Capabilities

7. Compliance and Auditability

8. Adaptability

What is Pega Customer Service

Pega Customer Service is a software program designed to improve customer service experiences. It's part of a larger suite of customer relationship management (CRM) tools offered by Pega.

1. It uses AI to predict customer needs and route them to the right person.

2. Provides self-service options with chatbots and knowledge management.

3. Offers guided assistance to customer service agents.

4. Works across different communication channels.

5. Improve resolution rates.

6. Tailored versions are available for industries like healthcare and finance, Services, Insurance, and Communications.

Benefits of Pega Customer Service

Flexibility to support your current and future state

Pega Customer Service empowers you to take CRM transformation to the next level, whether you are considering an alternative solution or looking to reinforce your current investment.

Real-time AI and automation

Pega Customer Service enables delivering insights and engaging customers at the right moment.

Center-out business architecture

Pega Customer Service provides speed and scalability across your systems.

Unified platform

Pega Customer Service connects across systems and organizational silos in one unified platform.

Improved customer experience

Pega Customer Service provides essential customer information to agents, enabling them to personalize interactions and respond more effectively to customer needs.

Streamlined processes

Pega Customer Service helps streamline customer service processes, either through ticketing systems or through case workflows that can guide customer journeys to completion.

Increased productivity

Pega Customer Service offers productivity tools that bring faster outcomes, guiding agents through their interactions and automating work.

Consolidated channels

Pega Customer Service can unify service channels into one system for a complete view of a customer's journey across phone, chat, email, and self-service channels.

Pega's suite of solutions encompasses CRM, Robotics, and Customer Service, enabling organizations to streamline operations, personalize interactions, and drive customer satisfaction. By integrating AI-driven automation with comprehensive customer management tools, Pega empowers businesses to deliver exceptional service across all touchpoints, fostering lasting relationships and driving growth.