Sold by: Pegasystems
With Pega Customer Service, organizations empower service agents and operations teams to resolve customer issues efficiently across assisted and digital channels using AI-driven, workflow-governed service, improving resolution speed, consistency, and customer satisfaction while optimizing cost-to-serve.
Overview
With Pega Customer Service, customer service and operations leaders deliver consistent, intelligent service experiences that unify agents, digital channels, enterprise workflows, data, and policies on a single platform. Pega enables organizations to handle complex service interactions end to end-from intake to resolution-while seamlessly blending assisted service, automation, and AI across regulated and operations-intensive industries.
Included in this offer
- Pega full as-a-Service experience, with a complete Route to Live supporting application lifecycles from development through testing and go-live.
- Pega Customer Service, including the Pega GenAI for Customer Service package, empowering teams from design time to run time with trusted, enterprise-grade AI.
Empower agents with AI-driven service.
Provide customer service agents with guided workflows, real-time insights, and AI-powered recommendations that help them resolve issues faster and more accurately. This approach supports high-volume service environments such as financial services and insurance contact centers, healthcare member and patient services, telecommunications service desks, utilities customer operations, and public sector constituent support.
Deliver consistent service across assisted and digital channels.
Support customers across contact center, web, mobile, chat, messaging, and voice channels. Whether in banking and insurance servicing, healthcare interactions, government programs, or communications and utility service models, Pega ensures interactions are governed by the same workflows, rules, and policies for a consistent experience.
Orchestrate end-to-end service execution.
Unlike siloed contact center or ticketing tools, Pega Customer Service connects front-office interactions directly to enterprise case management and process automation. Service requests trigger end-to-end workflows across systems, teams, and partners-supporting scenarios such as claims servicing, policy changes, care coordination, service provisioning, outage management, and complex manufacturing support cases.
Increase efficiency while improving CX.
Reduce average handle time, improve first-contact resolution, and streamline complex service processes. Built-in analytics provide visibility into service performance, agent productivity, and journey bottlenecks-helping service organizations in regulated and asset-intensive industries continuously optimize operations.
Deploy AI you can trust.
With Pega Predictable AI™, customer service interactions are explainable, auditable, and governed by enterprise policies. AI augments agent decision-making and automation without introducing unmanaged risk, which is critical for regulated industries such as financial services, insurance, healthcare, utilities, and the public sector.
Accelerated Time-to-Value
Pega Customer Service includes an accelerated delivery approach designed to demonstrate value quickly:
- Rapid design of priority service journeys and agent workflows.
- Integration with existing customer service systems and enterprise platforms.
- Deployment of production-ready customer service capabilities in as little as 90 days.
- A roadmap to expand automation, AI adoption, and digital service over time.
Highlights
- Reduced costs by $4M per year by automatically resolving 77% of interactions with chatbots at Aflac.
- Reduced average handle time by 3 minutes, increased NPS by 11 points, and decreased training time by 50% at Elevance Health.
- 45% reduction in support costs at Sainsbury's
Details
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Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months | Overage cost |
|---|---|---|---|
Customer Service | Customer Service up to 120,000 cases | $150,000.00 | |
Customer Service | Customer Service up to 250,000 cases | $300,000.00 | |
Customer Service | Customer Service up to 500,000 cases | $575,000.00 | |
Customer Service | Customer Service up to 1,000,000 cases | $1,100,000.00 |
Vendor refund policy
As defined in terms, or as required by applicable law.
Legal
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Pega customers can access comprehensive support through the following channels: Pega Community Support - Documentation and expert resources: https://community.pega.com Global Customer Care - https://msp.pega.com Phone Support - https://community.pega.com/support/contact Global Customer Care - https://msp.pega.com Phone Support -
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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