Channel-agnostic experience

Pega makes this possible with our Center-out® Architecture and Pega Blueprint™. Design the onboarding workflow once, and then apply it everywhere. Preview how the experience works across channels before you build.

While many organizations are meeting customers where they are, these channels are often built in silos and are disconnected. This approach creates gaps and forces customers to repeat steps and often results in customers reverting to more traditional channels, like the phone.

Fortunately, there is a different “channel-agnostic” approach where all channels work together seamlessly. Customers experience one continuous journey. Rather than focusing on the individual channel, the focus is on the work that needs to get done. For example, a customer starts an application on a mobile device and later resolves their inquiry on a web portal. Regardless of the channel, customers receive a seamless and consistent experience. As self-service channels continue to gain popularity, this approach is crucial for success.  

Pega enables “channel-agnostic” experiences through Center-out Architecture. Instead of creating separate Rules and logic for each channel, clients design workflows and business logic once in Blueprint. Blueprint provides tools to visualize the journey, validate logic, and preview real channel experiences before deploying the application across channels. This approach ensures consistency and efficiency because the same workflows, Rules, and data apply everywhere. It is faster to build, easier to maintain, and improves experiences for customers and employees.

The Solution Designer explains to stakeholders: "We have been designing the onboarding process conceptually in Blueprint. Now we can preview what this looks like across channels. Click Preview my app to see the true power of Pega’s channel-agnostic design - where each channel uses the same process logic and data because the workflow was designed once using Pega’s Center-out architecture."

In the center of the following image, slide the vertical line to see the juxtaposition between the viewing the Customer Onboarding Case Lifecycle in Pega Blueprint and previewing the Desktop channel: 

The Solution Designer says, “Let’s look at the onboarding experience for customers seeking help through self-service. We can see this preview instantly transforms our workflow into a Conversational Self-Service Agent where customers can type and talk with the agent.”

In the following video, the Solution Designer asks the Service leader to preview the Conversational Self-Service Channel in Blueprint and engage with Pega's Self-Service Agent using both text and voice. Watch as the Service leader experiences the value of customers solving their issues with the Self-Service Agent in Pega Customer Service™.

As the Service leader just experienced in the video, Pega’s conversational Self-Service Agent combines conversational AI with workflow automation, so customers can resolve issues faster than ever before across chat and voice.

Benefits provided to customers:

• Resolve inquiries without live assistance: Customers start and complete service through chat or Interactive Voice Response (IVR) using the same workflows as customer service representatives (CSRs). This alignment supports consistent outcomes and adherence to company policies, rules, and governance for workflow automation.
• Natural conversation with predictable results: Pega’s approach pairs AI agents with governed workflows. This pairing eliminates reliance on “black box” reasoning because agents understand requests and select the correct workflow. The result is auditable, consistent interactions as customers self-solve issues.
• No repeating the story: If live help is needed, the customer and the full context of the interaction are transferred to a CSR, so the CSR can pick up exactly where the customer left off.
• Faster answers with trusted knowledge: Conversational experiences surface the right knowledge and can push forms to collect data, speeding completion.
• Personalized service: Real‑time decisioning and customer history inform the dialogue, routing, and next steps.

The Service Leader says, “Containing and resolving more service inquiries in self-service digital and voice channels and delivering predictable outcomes backed by our customer onboarding workflow is exactly the type of service we could use today.”

The Solution Designer says, “Exactly, and if the customer needs to escalate their service and communicate with a CSR, we can provide them with all the contextual customer information to help them resolve the customer's service issue.”

The Service Leader says, “I am interested in seeing what this looks like for our CSRs, too.” The Solution Designer replies, “Great, click on Contact Center to see what that looks like.”

The image shows the CSR view in Pega Customer Service™ Desktop. The screen displays full workflow context, knowledge content, and suggested actions in one place. 

Click the + icons to learn more about the Pega Customer Service desktop features that guide every CSR and improve performance:

U+ Bank's stakeholders see how Pega’s Center-out Architecture solves their challenge of meeting customers on the channels of their choice. They realize that this Center-out approach will be faster to build and easier to maintain. It will deliver a seamless customer experience across all their touchpoints.

The Chief Digital Officer says, "This is what we need. We will have continuity across all our channels. That's the competitive advantage."

The Solution Designer has used Blueprint to design not only the workflow but also to illustrate what the customer's experience could be like across various channels. Once completed, the Solution Designer can hand off their design to the Solution Builder, who can implement either a Customer Service Desktop or Conversational Self-Service Agent in Pega.