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Pegasystems unveils AI and robotics capabilities to optimise CRM solution

20 Mar 2017

Most businesses today use CRM applications that, among many other benefits, provide managers with a basic window into their team’s performance.

That’s according to software company Pegasystems following its reveal of new artificial intelligence (AI) and robotic automation capabilities in its customer relationship management (CRM) offerings.

According to the company, the new offerings enable businesses to optimise their sales and customer service effectiveness with desktop analytics and machine learning.

Pega’s workforce intelligence capabilities use robotic automation and AI to understand how sales and service agents work and how the apps and processes work for them.

And, by combining these insights with CRM performance data, Pega says organisations have the unprecedented ability to not only identify masked inefficiencies but also realise how they directly affect agent performance and customer experience.

“These insights empower managers to improve the workforce environment by coaching employees with new approaches, automating redundant processes, or instituting more effective best practices,” a company statement read.

“Pega’s end-to-end suite of CRM applications for marketing, sales, and service combine its market-leading business rules engine with sophisticated and intelligent real-time analytics. Powered by thePega Customer Decision Hub, Pega CRM apps enable clients to constantly anticipate customers’ changing needs and provide personalised recommendations throughout the customer journey.”

It is the company’s understanding that by engaging current and prospective customers with the right message at the right time on the right channel, businesses can increase customer satisfaction while enhancing customer lifetime value.

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