While you may have been proud of your call center's ability to blend and handle multiple channels once upon a time, chances are...if you're like most call centers...you're starting to feel a little overwhelmed by the changes of recent years. Handling newer media and newer technologies – think of the fact that most of your customers are now going mobile with their data, and therefore their needs as customers – cannot be done with “good enough” customer support platforms. Add to that the trials of handling social media, and you may feel like the water is rising above your head.
The good news is that the call center technology and solutions marketplace has been progressing at a rapid clip to handle some of the newer challenges of today. One such new solution has come from business process management (BPM) company Pegasystems Inc. this week announced significant enhancements to the company’s Customer Process Manager (CPM) customer service solution that was designed to enable organizations to deliver improved customer service anywhere, extending service to every customer channel, including via mobile devices and social media.
Companies are leveraging Pega CPM to optimize interactions with their customers, proactively identifying and addressing detractors, improving retention and creating what's called “net promoters,” or customer “fans” who share their positive customer experiences with others. Pegasystems is helping its clients transitions their customer interactions from one channel to the next without any loss of context, therefore improving the probability of a successful result, and adding both adaptive and predictive analytics into the mix.
The solution was also designed to facilitate work management with improved case management and knowledge management features, making sure that call center staff have the right information at the right time to provide unparalleled levels of service with greater efficiency, said the company in a press release.
Companies can begin to optimize their customer service processes once and use them everywhere, including on mobile devices and in social media channels such as Facebook. This can help break down customer channel “silos,” eliminate repetitive work, drive consistency across channels and enable companies to optimize customer interactions at every opportunity. Overall, these processes can both save money and boost customer satisfaction.
“Today’s organizations are struggling with the explosion of new communication channels and devices and how to manage ever growing amounts of customer data,” said Steve Kraus, senior director of product marketing for customer service solutions at Pegasystems. “Our latest enhancements seamlessly connect customers to customer service organizations. Traditional CRM solutions require companies to recreate their content for each channel. With Pega CPM, companies can design their customer process once and deploy across all channels. As a result, organizations can achieve a tremendous increase in productivity, consistency and customer satisfaction. By allowing seamless integration with Pega’s predictive and adaptive analytic offerings, CPM delivers an incredible platform for innovation.”
Pega CPM is available as both an on-premise and a cloud-based solution, providing organizations with the ability to easily move from one environment to the other as their needs require.