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Pega Customer Service Case Management Edition

Many customer service applications use case management features to route work across different teams and departments. With Pega Customer Service™ Case Management Edition (CME) you get the seamless automation and execution of a CSR's actual work by using a center-out business architecture strategy, which focuses on the customer and leads to accelerated resolution.

In Pega Customer Service Case Management Edition, you can use the case management capabilities of Pega Platform™ in your existing desktop and service channels to simplify service processes, automate work, and achieve connected customer experiences. Although there are multiple ways to embed a case into another CSR desktop or web portal by using Pega Digital Experience (DX) API, as a best practice, use one of the design methodologies: parallel flows and the rebuilding of the UX of an existing service request.

You can be successful in using DX API for implementations in the following scenarios:

  • Self-service channels (web and mobile)
    Use self-service channels to leverage Pega customer service cases in self-service web or mobile applications.
  • CSR desktop (non-Pega) solution
    Embed Pega Customer Service cases into a desktop application (home grown or non-Pega vendor).
  • Hybrid approach: Pega Customer Service and a non-Pega desktop solutionUse in situations where you have a combination of customer service desktop solutions for your contact centers such as a few CSRs on the Pega desktop and others on a home-grown or non-Pega CSR desktop user interface. You can leverage the same service requests in both desktop solutions.
  • Self-service and CSR desktop
    Embed Pega Customer Service cases into the self-service and CSR desktop applications.

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