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Pega Customer Service for Financial Services

PRODUCT OVERVIEW 7.22

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Pega Customer Service for Financial Services

Document: Product Overview

Software Version: 7.22

Updated: February 2017

CONTENTS

Product overview ................................................................................................ 1 Customer service solutions for industries ........................................................ 1

High level functionality ....................................................................................... 3 Omni-channel interactions ............................................................................... 3

Inbound and outbound phone calls ........................................................... 3 Telephony integration using Pega Call* .................................................... 3 Pega Chat* ................................................................................................ 4 Mobile interactions* ................................................................................... 5

Self-service interactions .................................................................................. 5 Self-Service Advisor .................................................................................. 5 Web/Mobile Mashup* ................................................................................ 7 Knowledge self-service portals* ................................................................ 7 Pega Communities* ................................................................................... 7

Decisioning/AI-driven channel personalization ................................................ 9 Next-Best-Action APIs for IVR personalization .......................................... 9 Facebook Messenger .............................................................................. 10

Social channels ............................................................................................. 10 Social Engagement* ................................................................................ 10

Back office interactions ................................................................................. 11 Cross-channel customer history .................................................................... 11 Inbound correspondence (email, fax, white mail) .......................................... 12

Email interactions .................................................................................... 12 Fax and white mail interactions ............................................................... 12

Customer engagement and support .............................................................. 12 Pega Knowledge Management* .............................................................. 12 Guided, intent-driven processing ............................................................. 13 Next-Best-Action suggestions* ................................................................ 13 Composite view ....................................................................................... 13 Customer Inquiry ..................................................................................... 14 Dynamic interaction goals ....................................................................... 14 Pega Co-Browse* .................................................................................... 14 Satisfaction and Net Promoter® Surveys ................................................ 15 Search ..................................................................................................... 16 “One-and-Done” service process automation.......................................... 16 Notifications (SMS, Push, Email)............................................................. 16 Comprehensive audit trail ........................................................................ 16 Service level management ...................................................................... 16 Wrap up ................................................................................................... 16

Dialog ...................................................................................................... 17 Coaching ................................................................................................. 17 Tag and follow cases ............................................................................... 17 Unified CRM* ........................................................................................... 17 Support for B2C, B2B, B2B2C, and B2B2B interactions ......................... 18 Smart Disputes available to front office through Customer Service‡ ....... 18 Collections‡‡ ............................................................................................ 18 Loan Default Management ...................................................................... 18

Role-based features and manager tools ....................................................... 19 Reporting and analytics ........................................................................... 19

Manager tools ................................................................................................ 20 Chat queue monitoring ............................................................................ 20 Bulk processing ....................................................................................... 20 Quality performance management .......................................................... 21 Portal co-browsing ................................................................................... 21 Messages and alerts ............................................................................... 21 Manager configuration tools .................................................................... 21 Pega Pulse .............................................................................................. 21

Implementation and configuration tools ......................................................... 22 Express for Customer Service ................................................................. 22 Business rules ......................................................................................... 22 Case management .................................................................................. 22 Pega Live Data ........................................................................................ 22 Situational Layer Cake ............................................................................ 23 Localization/language packs* .................................................................. 23 Accessibility ............................................................................................. 23

Deployment options ....................................................................................... 23 Pega Cloud .............................................................................................. 23 On-premise deployment .......................................................................... 23

Customer service requests .............................................................................. 24 Standard service requests ............................................................................. 24

Examples of service requests ................................................................. 27

Data model ......................................................................................................... 30

Roles and portals .............................................................................................. 32 Customer service roles .................................................................................. 32

Pega Customer Service for Financial Services - Product Overview 1

Curious about Pega’s Customer Service for Financial Services application? This document summarizes what Pega provides with Pega Customer Service: its features and benefits, its initial list of service cases, its data model, and the various pre-configured roles and portals.

Pega Customer Service is an enterprise customer service application that is part of Pega’s Customer Relationship Management (CRM) family of products. It consists of a front-office (i.e., the contact center) and back-office portals to manage customer service cases and interactions. Depending on add-ons that are licensed and configured with the solution, the application could also include chat and social engagement capabilities, knowledge management (both curated knowledge and community interactions), self-service through web and mobile mashups, industry-specific processes and data models, and other capabilities and features that will be introduced later in this document.

Pega’s application provides a single, unified, familiar interface for customer service employees, addressing both key customer service functions and through our unified CRM model, other tasks that can be initiated within the Contact Center, but are more commonly associated with Sales and Marketing functions within an organization. It anticipates customer needs, and automates or intelligently guides each step of customer interaction across any channel, to quickly address individual questions and needs while also rapidly and continuously evolving the broader customer service experience.

Pega Customer Service helps you address three key tenets driving Customer Service excellence.

Increase customer satisfaction Reduce customer effort by meeting the expectations of customers in a single, consistent conversation across the entire customer journey.

Make employees more productive Bring information from all interaction channels into a unified desktop application so employees can work faster. Pega can also guide users through service processes based on customer context to provide a personalized service experience, and solve customer issues the first time.

Rapidly deploy and continuously adapt Pega is easier and faster than traditional CRMs to adapt to changing business requirements, such as new products, channels, devices, policies, and procedures, into an always up-to-date customer service application.

Customer service solutions for industries Pega offers the following industry-specific versions of Pega Customer Service:

Financial Services (Retail, Commercial, Investment Banking, Wealth, and Collections)

Insurance

Healthcare

Communications and Media

Product overview


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Life Sciences

Pega Customer Service for Financial Services supports the following segments:

Collections

Commercial banking

Retail banking

Wealth management and brokerage


Pega Customer Service provides a rich set of features designed to enhance the customer experience, improve user productivity and increase customer satisfaction. Key capabilities and features of the application are described below.

Note: *Features in this section are optional. Additional license fees may apply. **Pega Chat and Pega Social Engagement include features that leverage the Text Analytics/Natural Language Processing features of the Pega 7 Platform. If you have licensed Pega Chat or Social Engagement you may use Text Analytics/Natural Language features solely with Pega Chat/Social Engagement unless you have licensed these features separately for other purposes. Contact your Pega Account Executive if you require a license to use the Text Analytics/Natural Language Processing features for other purposes. ‡Optional feature. Additional license fees may apply. Requires license for the Smart Dispute application. ‡‡Optional feature. Additional license fees may apply. Pega Collections requires both Pega Customer Service for Financial Services and Pega Marketing for Financial Services applications.

Omni-channel interactions Pega Customer Service includes integrated, multi-channel support for customer interactions on telephone (inbound and outbound), web and mobile chat, co-browse, email, various social channels, web self-service, fax, and white mail service interactions. We deliver capabilities for many of those interactions to cross channels without loss of context, getting your end-customer to resolution faster, without fuss or friction.

Inbound and outbound phone calls Pega Customer Service provides support for inbound and outbound phone call interactions. Inbound calls can be initiated manually, or through integration with telephony applications using Pega Call.

Outbound interactions can be initiated manually, or outbound call cases can be created by other process. For example, Pega Collections for Financial Services will automatically queue outbound cases that can be pushed to users and initiate outbound call interactions to resolve collections cases.

Telephony integration using Pega Call* Pega Call provides Computer Telephony Integration features (CTI) to make contact center users more efficient by enabling them to easily control and manage calls from a single application. Pega Call enables seamless transfer of call information and events from telephony applications (including IVRs) to Pega Customer Service. CSRs receive contextual notifications (screen pops), can manage their own availability, and can manage calls (hold, transfer, conference, make calls, etc.) all from functionality embedded the Interaction Portal (their primary desktop for customer interactions within Pega Customer Service).

High level functionality


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Pega Chat* Pega Chat broadens omni-channel customer engagement by providing effective and efficient customer service on the web and on mobile devices. Chat has become a key channel of preference for many end-customers given its frequent close proximity to self-service options within the online experience, making it an attractive and low friction escalation channel. Chat allows customer service representatives to interact with customers from your web site by engaging in a text conversation to address one or more questions.

Pega Chat is integrated seamlessly into the Interaction Portal providing CSR’s with the capabilities needed for engaging with a customer. Pega Chat include a number of role-based features that help deliver an efficient and effective experience for all parties:

The ability to serve both reactive (end customer initiated) or pro-active (Pega invites the end customer into an engagement) Chat options (or both).

End users can share attachments with a CSR, potentially shortening the length of an interaction by providing details that cannot be otherwise easily shared.

Both end users and CSRs can benefit from in-browser spelling corrections.



Pega Chat provides CSR facing tools that help make responses consistent and efficient:

− Dynamic common phrases allow CSRs to quickly respond to customer specific questions with highly personalized responses, without time-lengthy and error-prone rekeying of information.

− Page push allows CSRs to direct customers to sources of content that may help address their questions.

− Dialog prompts (scripting) can be added to the conversation on the click of a button. We’ll cover dialog and coaching tips in more detail later.

Allow the CSRs to transfer chats to other queues (for specialist assistance).

Integrated co-browse features allow CSRs to initiate co-browse requests right from the chat UI.

Real-time sentiment detection gives CSRs visibility to real-time indicators of customer sentiment and sentiment trends.**

Chat supervisor monitoring (see the later role-based features for details).

In addition to features that are enabled for different users, another key feature that has a big impact on the usability of the Pega Chat solution is its ability to preserve chat state across pages. As long as the pages being navigated are tagged for Pega Chat, any page push to a different page on the site, or customer initiated navigation out of the page where Chat was initiated, will result in the chat session being allowed to be continued.

Mobile interactions* Pega Customer Service includes support for tablet devices, to serve customers in person, or to enable supervisors and managers to be “mobile” and provide assistance to users in the contact center. When accessed from a mobile web browser, Pega Customer Service provides a touch-friendly mobile portal that provides access to customer history and relationship detail, customer interactions and service processes. For iOS and Android devices, the application may also be packaged into a hybrid mobile application using Pega Mobile Client (separately licensed).

Self-service interactions Self-Service Advisor Self-Service Advisor combines a number of customer facing self and assisted service options (Pega Knowledge, Pega self-service cases, Pega Chat and Co-Browse and Customer Decision Hub (CDH) in order to provide contextual, inline help throughout the customer’s online journey. This has the benefit of providing service in context to what the end-customer is attempting to do, reducing the likelihood of abandonment. When an end-customer clicks on a Self-Service Advisor, it displays in an in-line window in a manner similar to in-line Pega Chat.



Pega Customer Service provides a configuration portal (Self-Service Advisor Configuration Portal) that allows you to configure, style, and personalize each Advisor (of which there can be many, usually on specific topics, if required). Pega customers are able to build single one-size fits all Advisors addressing a broad list of customer questions or multiple advisors covering distinct topics (or even a combination of both types leveraged across different parts of the website).

Deploying an Advisor for use on a website is accomplished by clicking on a download link—that takes the configuration and allows it to be handed off to web designer for incorporation into target pages. With the exception of styling changes, any subsequent change to an Advisor does not require any re-deployment. Labels changes, new article categories, cases and chat queues etc., can be maintained and changed by business users within Pega.



Any self-service cases (quick actions) started but not completed in Self-Service Advisor can be transferred to a CSR if escalated. For example, a CSR could take an incomplete self-service case and drive it to completion if the end customer requests to chat. CSRs also have visibility to knowledge articles viewed by an end-customer prior to an escalation into the Contact Center.

Web/Mobile Mashup* With Pega Web Mashup, you can easily add a Pega-built process to an existing mobile or web app. This is, in many ways, an alternative to Self-Service Advisor as the mashup concept allows you to take small parts of functionality and placing them in persistent parts of the website, like existing self-service portals.

By embedding Pega Customer Service capabilities such as a service request case within your self-service experience, you can deliver a consistent customer experience without needing to make process changes in multiple places.

Knowledge self-service portals* Pega Knowledge provides a self-service portal, supporting a mashup with your existing self-service web pages. Help sites can be quickly configured, styled, and branded using the configuration tools in the authoring portal. The configuration tool automatically generates the HTML needed to quickly integrate the help site with your self-service pages. Both “official” curated knowledge (articles) and/or community functionality (discussions) can be delivered through this capability.

Pega Communities* Pega Communities (a component feature set of Pega Knowledge Management) allows your customers, partners, and employees to collaborate and to explore and discuss solutions to common questions and issues. Pega Community members can leverage not only the expertise of their fellow customers and contact center experts, but also have access to your Pega



Knowledge articles alongside community discussions, further helping customers help themselves.

The community capability comes pre-packaged with functionality that allow customers to follow and participate in conversations (or flag content they don’t feel is suitable), as well as badges to reward participants for their contributions. Extensive moderator facing functionality enable community owners to properly enforce community standards of behavior. A moderator can edit, quarantine or remove discussions and lock, ban or email community members involved in an infringement. The Moderator also has workbasket functionality, for posts and responses flagged by community members. Pega customers will even have the ability, if they so wish, to appoint external Moderators from their pool of super-users, who can perform the role without using Pega portals or seats.

Community functionality extends from your community web pages back into the Interaction Portal. CSRs can “see” the activity of active community members, when they reach into the Contact Center for assistance, and even respond to a community thread if needed and mark it as a best answer if appropriate.



Finally, Knowledge authors can also benefit from community interactions. If they see a discussion that is adding a lot of value to end customers, it is a very easy task to convert that discussion into a draft knowledge article—capturing the question and best answer prominently, all allowing Knowledge authors to quickly remove other thread contributions that are of lesser value to the end result.

Decisioning/AI-driven channel personalization Pega Customer Service provides two capabilities that deliver highly personalized self-service interactions through voice and text channels, both utilizing service cases and next-best-action suggestions extensively. These capabilities also leverage core capabilities of the underlying Pega platform for AI/decisioning, conversational Q&A, and natural language processing.

Next-Best-Action APIs for IVR personalization If you have a modern IVR that allows for dynamic menu personalization and would like to deliver tailored IVR scripting to different customer segments, then Pega has a solution for that need. Pega provides the ability to take intelligent guidance (the next best action to take with a specific customer), along with customer data from Pega Customer Service and feed that into an IVR in real-time, delivering a personalized experience and increasing the likelihood that the customers question can be answered before they are escalated. This capability is packaged as APIs enabling Pega and modern IVR solutions to talk to each other and build dynamic experiences personalized to every customer.



Pega, through Customer Design Hub, provides a UI for designing the next best action strategies you wish to use specifically for IVR interactions.

Facebook Messenger Pega Customer Service provides the ability to automate your service cases for deployment into Facebook Messenger® using Pega alongside Facebook’s chatbot technology. A customer can connect to your organization through Facebook Messenger and have a fully automated customer service experience with Pega Customer Service driving that Facebook chatbot interaction. Each interaction is treated as its own case. All dialog and selections made through the Messenger interface are logged as part of case history. Natural Language processing is utilized to determine what the customer wants to accomplish and directs them to the correct case interaction. In circumstances where a customer interaction is not executing successfully, negative sentiment is detected, or a customer just wants to interact with a “live” agent, the interaction can be transferred into a CSR-enabled interaction.

If you do not wish to expose chatbots to your end-customers—you also can use Facebook Messenger as a fully functional channel for engaging with the contact center directly, with functionality similar to our Pega-provided chat solution.

Social channels Social Engagement* With Pega Social Engagement, customer service teams can work together to engage and respond to customers on social media sites like Facebook and Twitter, with public posts and responses or using private messages. Pega uses advanced text analytics to cut through social media noise and extract only those conversations that matter. Pega’s technology detects key elements from social posts, such as sentiment**, topics, and influence. That way your team can



listen for meaningful social posts and offer timely and appropriate responses. CSRs can view customer interaction history and leverage Pega’s knowledge management and case management tools from the Social Engagement portal to deliver a satisfying response based on the customer’s context.

Social engagement interactions are always included in customer interaction history. This means that all users, (including CSRs not working social channels) have visibility to those interactions, ensuring that users can always see the full customer context.

Back office interactions In many situations, omni-channel interactions that reach your contact center also need to extend beyond the front-office for fulfilment and resolution. The Back Office Portal provides administration and management for back office service case operations with key features shared with front-office operations activities performed in Pega Customer Service. This portal provides all the features of Customer Service that are required for back-office including followed cases, tagged cases and advanced search. Integrated seamlessly with the Pega Customer Service Interaction Portal, transactions can be handed off from front office to back office service personnel working within the Back Office Portal.

Cross-channel customer history Pega Customer Service automatically records detailed interaction history to provide users insight into what actions were taken on behalf of a customer during an interaction, what the status and outcome was on any service request, as well as visibility to self-service actions that the end-customer has taken.

The Omni-channel capabilities of Pega Customer Service ensure visibility of these customer interactions regardless of channel. Whether your customers are getting answers on a web self-service site, a mobile device, or working directly with your CSRs via one of our assisted service



channel options, users always have full visibility to customer interaction history. When interactions cross channels (from self-service to assisted service for example) cases started in one channel can be continued in other channels, without loss of context.

Inbound correspondence (email, fax, white mail) Email interactions By configuring email listeners, Pega Customer Service can receive, route, and process email interactions from customers.

Fax and white mail interactions Integration points are also available for other correspondence options for inbound (for example, fax) and outbound (for example, white mail etc.) communications.

Customer engagement and support Delivering smart, timely and personalized assisted service interactions from the Contact Center relies on doing a number of things well, including providing the right tools to CSRs.

Pega Knowledge Management* Pega Knowledge Management, in addition to its web self-service portal/mashup and Self-Service Advisor use cases noted earlier, can also be used by CSRs within the Interaction Portal in order to help ensure that high quality, consistent responses are available for CSRs to deliver to customers across every touch point and channel interaction.

CSRs need knowledge at their fingertips. Knowledge can displayed within an expandable/retractable header within the Interaction Portal, or, if the article review requires it



and the CSR has the desktop real-estate, in a separate window that can be resized and displayed alongside the Interaction Portal. While CSRs can search at any time, we also provide the ability for suggested articles to be displayed that map directly onto the service cases that the CSR is working, reducing the research investment for the CSR and the length of the resulting interaction.

The tools to do these knowledge to case associations are part of the Manager Tool set and covered later in this document.

Guided, intent-driven processing With Pega Customer Service, intent-driven processing guides users through every customer interaction — reducing training time and ensuring service consistency. Service processes can be specialized to the customer and circumstance, enabling personalized service for customers, but without compromising efficiency.

Next-Best-Action suggestions* During interactions, Pega suggests the next-best-action, intelligently guiding users step-by-step through a personalized service experience. To anticipate what each customer needs Pega uses a combination of business rules and the interaction’s context.

Customers can personalize customer strategies by leveraging Pega’s Customer Decision Hub to intelligently presenting the right offer or next-best-action suggestion at the right time. It can even use predictive analytics and self-learning adaptive models, leveraging both small and big data. Predictive analytics enables marketers to design and execute marketing strategies with campaigns, inbound and outbound, while accurately anticipating customer behaviors to ensure the optimal offer or action is suggested for each customer.

Next Best Action within Pega Customer Service can recommend service requests, campaigns, case reviews, or upsell, cross-sell, and retention offers.

With its intelligent campaign and offer management capabilities, Pega Customer Service helps you deliver the right offer to the right customer at the right time. Integrated campaign setup and tracking capabilities enable you to easily manage your company’s cross-sell, retention, reward, and restitution campaigns.

Composite view Pega Customer Service consolidates relevant customer information from your legacy systems, interaction data, and service requests into a composite view of the customer relationship. Customer composites provide relevant account detail, interaction history across channels, open and recent service requests and display it dynamically based on the customer context and current situation.



Customer Inquiry In some customer scenarios, the CSR needs to keep track of information that has been shared with an end-customer. The “Customer Inquiry” feature in the Composite View, allows CSRs to “mark” information to confirm that it has been shared, so that the inquiry and delivery of that information is recorded in the audit log for the Interaction and available for subsequent review. CSRs can also select any tagged data elements as the reason for the contact when dispositioning the interaction at wrap up.

Dynamic interaction goals Interaction goals serve as a visual reminder to CSRs about the desired outcome of an interaction and are also used to drive the interaction to help achieve the goal. Pega Customer Service dynamically determines a personalized interaction goal based on customer information (e.g., customer value, last Net Promoter Score, collections status, etc.) and can also leverage other information if available, such as operational indicators like call or chat volume, hold times, abandon rates, etc.

Pega Co-Browse* Depending on the question being asked and addressed, there are scenarios where enabling the user to “see” what the customer is experiencing online can significantly accelerate issue resolution. While Co-Browse can be used both to enrich interactions with end-customers and internally (for interactions with other employees in the Back Office etc.), in this section, we’ll primarily talk to how co-browse is used in engagements with end-customers.

Pega Co-Browse lets customers share their web-browser with a CSR, enabling the CSR to provide instruction, coaching and guidance to help the customer navigate a self-service portal, a complex web site or complete an unfamiliar task (first purchase order etc.).



The benefits extend beyond issue resolution. The CSR can use highlighting or control features to “show” the customer how to resolve an issue themselves, and train the end customer to be more self-sufficient in the future.

Pega Co-Browse includes recording capabilities—allowing both CSRs and Managers to review co-browse sessions after the fact for quality review and training purposes.

Co-Browse recordings capture highlight and control events, any page changes during a co-browse session and feature play and pause controls. Highlight and control events are also marked on the timeline. Users can click on the timeline to fast forward or rewind to key portions of the recording.

Another key feature of the Pega Co-Browse solution is its visual masking editor for removing sensitive or private content from the end-users browser in terms of what is shared with a CSR. The editor can be used to quickly hide or mask content from a CSR and is a task that is straightforward enough for a business user to perform and maintain. Masking changes and decisions are honored by the Co-Browse recording feature (anything masked or hidden on a site will honor those visibility settings when subsequently recorded).

Satisfaction and Net Promoter® Surveys Pega Customer Service can automatically send satisfaction and Net Promoter surveys to customers via chat, Self-Service Advisor, SMS or email at the end of an interaction, providing insight into your organization’s effectiveness from the eyes of your customers.

Pega Customer Service automatically generates and assigns follow-up cases based on survey results if the scores are below a configured threshold value, offering a closed-loop feedback process with your customers.



Search Quickly search for contacts, sales prospects, accounts, service requests (cases), and knowledge articles through Interaction Portal search.

“One-and-Done” service process automation Through automated best-practice service requests that are directly integrated with your legacy and back-end systems, you can resolve customer issues in real time—without transferring or calling back customers, and without passing service fulfillment to the back office. That way, you deliver more efficient and effective service. Other capabilities such as automatic correspondence and service request audit trails minimize manual work and reduce time-consuming work transfer.

Notifications (SMS, Push, Email) Pega Customer Service supports a number of notification options, the three most common being SMS, Push, and Email notifications. You can send SMS notifications to your customer’s preferred mobile device for service request updates such as a change in status, or include other information such as a satisfaction or NPS survey link. Pega Customer Service ships with a sample integration with Twilio® as the SMS gateway interface (requires a separate Twilio® account and license). You can also configure SMS notifications to interface with other SMS gateways providers. Pega Customer Service utilizes SMS correspondence templates that you can configure, style, and brand to meet your corporate standards.

In addition to SMS, the Pega platform also supports the ability to send Push Notifications. While the differences between SMS and Push are subtle, Push allows you to skip the SMS gateway and send messages direct to the mobile device.

The final option for outbound notifications is email. Pega allows you to send email notifications to customers keeping them informed of status updates, the latest offers or campaigns, or send satisfaction or Net Promoter surveys. Email correspondence templates allow you to configure, style, and brand emails to meet your corporate standards and outbound communication needs.

Comprehensive audit trail Pega cases include detailed audit trail features to record the complete life-cycle of interactions and service cases. During case processing, Pega Customer Service automatically tracks user actions, actions by other applications on the case, and other history of the case. Audit trails can be configured to capture specific details of case processing. Audit trails provide clear, objective insight into what actions were taken on behalf of a customer during an interaction and related service cases, and any actions that move cases from the front-office to back-office.

Service level management To help you meet important performance objectives, Pega Customer Service provides sophisticated facilities for managing value-based service level agreements (SLA). You can assign and monitor work, ensuring that tasks are completed according to both business priority and customer value.

Wrap up Each Interaction comes with functionality allowing the CSR to wrap up the interaction. Wrap up encompasses a number of post-interaction activities. It ends the timer counting the length of an



interaction, and allows the CSR to record the primary reason for the interaction, whether the interaction was related to a previous interaction, to share a copy of the interaction record with the end-customer and, optionally, to complete a proxy survey response in the case of phone interactions.

Dialog The Interaction Portal comes with embedded scripting on interactions and cases, allowing the CSR to vocalize the dialog to be read, or select that dialog for display to the end-customer when working in text interaction channels like Pega Chat.

Coaching Some interactions with end-customers can be on sensitive topics that need to be very carefully managed or subject to some degree of guidance on how they are handled by the individual CSR. What is said, how it is executed and what is not said can be points where explicit guidance is given to the individual CSR. Dialog and coaching can be offered simultaneously to a CSR if warranted.

Tag and follow cases CSRs can tag cases and follow/unfollow the majority of cases that Pega provides with Pega Customer Service. A tagged case allows an agent to apply a tag phrase for a case that they can subsequently search on, without having to know details on the case type, case number or customer. Saved tags can be found on the home tab in the Interaction Portal and other CSR facing portals.

Follow functionality allows a CSR to keep track of a case and have it visible in their “My Work” list, without being the assigned operator. Once the service case has progressed beyond the point that the CSR is interested in, they can quickly unfollow the case to remove it from their My Work lists.

Unified CRM* As one of the component applications in Pega’s CRM suite, Pega Customer Service enables a rich set of CRM capabilities that include features from Pega Marketing, Customer Decision Hub, and Sales Automation applications.

Key capabilities include:

Customer contact and organization data synchronized automatically between sales and service on any update.

Removal of artificial barriers on task access. CSRs are able to create sales leads and opportunities, for example, from the Customer Service Interaction Portal.

CSRs can view the sales rep calendars and schedule appointments for customers

CSRs have rich upsell, cross-sell and retention tools from Pega Marketing

Sales reps and CSRs have a complete view of customer engagement throughout the life cycle, including marketing engagements, sales leads, opportunities and other activities, as well as customer service cases and interactions across all channels.



Support for B2C, B2B, B2B2C, and B2B2B interactions Pega Customer Service has built-in support to manage not only Business to Consumer and Business to Business interactions, but also agent-based service scenarios like Business to Business to Consumer/Business. That way, CSRs can see the appropriate context and view of the customer, even when they are supporting multiple clients.

Smart Disputes available to front office through Customer Service‡ Pega provides Smart Disputes application integration, which allows card disputes that were previously conducted in back-office operations to be conducted in the front office. The front office customer service agents are able to ask the customer deep transactions dispute(s) related questions and help them resolve some of their disputes right away and move others to the back office for further processing.

Collections‡‡ Pega Collections is a multi-channel solution that enables organizations to more intelligently manage their collections function. Powerful, real-time adaptive analytics rapidly identify and present the collections representative with the option that is most likely to facilitate a positive collection outcome, resulting in improved collections performance and a better customer experience.

Loan Default Management The Default Management/Loss Mitigation capability provides the solution for servicers to solve troubled loans, with offerings for all cycles of default strategies. The solution targets the most appropriate solution given the loan default stage and the borrower’s circumstances, such as a selective repayment plan to get the delinquent loans caught up, a modification plan to return the loan in default back to a scenario that works for all parties, or an alternative program such as foreclosure.



Default Management supports access to cases through multiple channels, contains robust document and condition management capabilities, provides rules-based calculation of modification types and amounts based on modification program guidelines, and includes a wizard to help business users quickly add or change programs to remain in compliance with various government and investor requirements.

Role-based features and manager tools Pega Customer Service provides a rich set of capabilities outside of individual interaction and case management to measure Contact Center performance and to easily manage your Pega Customer Service environment as business needs change.

Reporting and analytics Pega Customer Service includes a wide variety of standard reports and graphs providing real-time information regarding processes, work, assignments, and historical data for analyzing contact center KPIs over time. In Pega Customer Service, there are two distinct report types, dashboard widgets, and analytics reports.

With dashboard widgets, you can summarize bite sized snapshots of operational performance data—ideal for providing quick summaries to both decision makers and CSRs. As a manager, you can build and publish dashboards for both your personal use and for the use of your team.

The same dashboards that are exposed to Managers are also available to individual CSRs. Role-based dashboards can be published to applicable roles/access groups. CSRs, if given the



privileges to do so, can even modify their own dashboards to more closely track the data points they need to be aware when performing their day to day roles.

Within our more comprehensive reporting capabilities, powerful drill-down capabilities enable you to navigate from a summary view of your entire operation down, if needed, to the details of a single service-request case. The Contact center can also very easily create their own reports to measure business specific key performance indicators. Pega Customer Service provides dozens of pre-built dashboard widgets and several hundred operational reports.

Manager tools Chat queue monitoring Pega Customer Service provides the ability for Managers or supervisors to monitor the performance of their Chat queues, to supervise individual chat sessions or even join in and contribute to a chat.

The manager will see chat activity across Chat servers and queue totals for chat, overall chat load and longest wait time. They will also be alerted if Chat wait time is outside of SLAs for the channel. After drilling into a queue, they can see activity per agent, overall chat time, and sentiment indicators for both participants in the chat.

Drilling in further to monitor gives them the ability to watch the chat evolve in real time and observe any on-going co-browse interactions, if co-browse is being utilized. In cases where intervention is needed, the Chat Supervisor can join the chat as an active participant.

Bulk processing In some cases, cases may pile up with common underlying causes, or CSRs may leave or be unavailable and their cases need to be reassigned. Manually going in and responding or



reassigning work can be a repetitive task that does not aid contact center efficiency. Managers can use the bulk processing feature to very quickly make bulk update changes.

The process for making changes is straightforward. A Manager can specify filter criteria to identify the scenarios to search for and the case types to target. In the resulting list of matches, they can check the boxes on items to process. Finally, they can choose the action to perform from the possible actions provided (depending on the case type selected.). Transfers, cancellations, and bulk updates are all potential outcomes based on the cases selected.

Quality performance management Pega Customer Service provides comprehensive quality review management capabilities to evaluate and monitor employee performance against your company’s quality criteria. Managers can select a sample of cases, review and score the work, and share feedback and coaching with CSRs. They can also add dynamic coaching tips to improve productivity and reduce training time by delivering real-time advice and instructions to individual employees while they are interacting with customers.

Portal co-browsing Managers can co-browse within the contact center with other team members to observe activities from the CSRs desktop and provide guidance. Even if they are not a co-browse enabled agent—the CSR can invoke a co-browse session. When the resulting key is shared with the Manager, the Manager can quickly view the CSRs portal screen and help them to resolution.

Messages and alerts Managers and other authorized users can also send out messages and alerts. These can be configured to be system wide or to specific workgroups, marked as urgent or to be active for a specific window of time.

Manager configuration tools Managers can adjust dialogs, coaching tips and suggested articles on a service case by service case basis. This is accessed via a manager visible drop-down on the tools menu on each case when opened.

Pega Pulse In a number of situations, collaboration is needed within the business to help resolve the unexpected, to share information that improves the quality of service and also to note upcoming changes that might impact the way that work is performed. That collaboration becomes both more critical and more challenging when Contact Center members are not all physically co-located.

Pega Pulse provides the ability to send notifications and collaborate around higher level business challenges within the contact center. Pulse notes are saved and preserved, and can also be tagged for easy navigation.



Implementation and configuration tools Express for Customer Service Pega Express empowers business users to implement and maintain their applications through easy-to-use wizards and landing pages. Through Express, application behaviors, cases, data models, SLAs and other features can be configured easily, without writing code. Business users can model cases and interactions using business-friendly tools and execute them instantly to see the results and refine to meet the business need.

Business rules Pega’s Business Process Management streamlines your operations so you can reduce costs and improve business agility, particularly when business processes extend beyond your Contact Center into other parts of the business. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform on the market. Rules and process automatically resolve work wherever possible.

Case management Pega’s case management capability helps simplify and automate work. Case management helps you keep your promise to your customers, connecting all the people and systems required to resolve each customer inquiry. It tracks related information, automates and assigns outstanding tasks, and connects front- and back-office activity, for end-to-end resolution.

Pega Live Data Integration with your existing systems of record are a key part of any CRM implementation. Pega Live Data simplifies the use of data in business processes by delivering the right data, in



the right place, at the right time. It manages data requests behind the scenes so that data flows to the right process steps. It is easy to change and adapt for new data sources and new applications, across thousands of users.

In addition, Pega has a comprehensive suite of technology-level adapters that allow Pega applications to fit seamlessly into an enterprise ecosystem. Pega supports transport or protocol-level adaptors with form-based integration options, so that no custom code is required to connect to an external system.

Situational Layer Cake With Pega’s Situational Layer Cake, you can automatically tailor applications to the business context in which they operate. Variation of scale is all handled in one version of the application, using a coherent layered architecture. Pega efficiently delivers repeatable, differentiated solutions by re-using common policies and procedures in multiple business units, channels, geographies, and customer segments.

Localization/language packs* Language packs support localization of applications through use of translated field values for buttons, prompts, and labels. Language packs are available for Pega Customer Service in Italian, French, Japanese, German, Spanish, and Portuguese.

Pega also offers a “Localization” wizard capability to enable customers to localize Pega-based applications, including custom fields and screens quickly and easily, and in any language.

Accessibility Pega Customer Service provides support to enable your applications to comply with requirements required by legislation like the Americans with Disabilities Act (ADA). This includes features like keyboard navigation, and the ability to support assistive technologies such as screen-readers. Pega offers the Pega 7 Web Accessibility ruleset, which, when included with your applications, generates appropriate markup that is compatible with common screen readers and accessibility devices.

Deployment options Pega Cloud Pega Customer Service is available on Pega Cloud as well as on premise.

Pega Cloud provides industry-leading infrastructure, enterprise-grade services, and operational excellence. Realize a faster time-to-value for your Pega investments and take advantage of the complete range of Pega Cloud services, from development and testing sandbox environments to fully managed production environments. You can even migrate applications from the cloud to your data centers as needed.

On-premise deployment Pega supports a number of on-premise deployment options, including a number of supported database, application, and web server options. Please see https://pdn.pega.com/documents/platform-support-guide for details.

https://pdn.pega.com/documents/platform-support-guide


Standard service requests This table lists the standard service requests (SRs) available with Pega Customer Service for Financial Services. Your company may choose to implement additional or alternate business processes.

Customer service requests

Service request Description Card account category

Activate Card Activate an existing card on behalf of a customer request. Balance Transfer Transfer an outstanding credit balance from one account to another

internal or external account. Change APR Allows the CSR to reduce the APR for a set term on an account. Change Billing Cycle Date Change the billing cycle date for recurring account bills. Close Account Close an account and present retention offers to the caller. Credit Line Management Request an adjustment to the customer’s credit line on behalf of the

customer. Dispute Transaction Create a dispute-transaction case, at the request of the caller. For

customers who are licensed for Smart Dispute application can have “Dispute Transaction” service case invoke a Pega-provided integration with Smart Dispute.

Force and Stay Allows a service provider to force a case into collection outside of the file feed process

Lost/Stolen Receive report of a lost or stolen card and reissue a replacement card. Manage Auto Pay Pay minimum dues with automatic payment setup Request Checks Request one or more box of checks. Request PIN Receive and process a request for a new or reset PIN number. Request New Plastic Receive and process a request for a new card including for additional

card holders on existing accounts. Statement Copy Submit a statement photocopy request on behalf of a caller. Take a Payment Allows the customer to make a payment from another account held

either within the organization, or from an external source. Transaction Inquiry Inquiry into an account regarding specific transactions Waive Fee Allows to waive a fee on a particular transaction based on request

Deposit account category Bill Pay Set up single or recurring payments for an account. Close Account Close an account and present retention offers to the caller. Request Checks Request one or more box of checks. Statement Copy Submit a statement photocopy request on behalf of a caller. Transaction Inquiry Inquiry into an account regarding specific transactions Transfer Transfer money across accounts within the institution or across

institutions. Waive Fee Allows to waive a fee on a particular transaction based on request



Loan account category Force and Stay Allows a service provider to force a case into collection outside of the file

feed process Manage Auto Pay Pay minimum dues with automatic payment setup Request 1098 Request to get a 1098 Mortgage Interest Statement Remove PMI Allows a CSR to remove the Private Mortgage Insurance on a qualified

loan account Request Modification Allow CSR to select loan modification programs provided as part of the

Default Management capability based on the response to the questions provided by the customer

Statement Copy Submit a statement photocopy request on behalf of a caller. Take a Payment Allows the customer to make a payment from another account held

either within the organization, or from an external source. Contact category

Modify Account Links View and maintain a list of accounts associated with a contact. Update Contact Addresses Change the contact’s existing addresses or add a new address and the

ability to mark one of them as primary residence. Update Contact Communications Options

Change the contact’s phone numbers, e-mail, and social media contact information including setting express consent status and primary methods of contact.

Update Contact Profile Change the contact’s personal information, addresses, and communication and verification preferences.

Travel Notification Customers call in or self-serve to setup travel notifications while they are traveling so that their account can be monitored for fraud activity

Collections category Change APR Allows the CSR to reduce the APR for a set term on an account. (Re)schedule Payment Plan Allows CSR to select from a set of suggested repayment plans for

customer in collections. Resolve Collections Provides the CSR the ability to resolve the collections case through a

scheduled payment plan or other acceptable resolution. Settlement Offer Allows the CSR to provide a settlement to the customer regarding an

outstanding account balance. Special Circumstances Record special circumstances to a customer’s record to be taken into

account regarding payment and collections issues. Take a Payment Allows the customer to make a payment from another

account held either within the organization, or from an external source

Transfer to Agency Provides the CSR with the ability to transfer a collections case to a third party agency.

Waive Fee Allows to waive a fee on a particular transaction based on request Wealth and brokerage account category

Change Standing Instructions Add, change or delete the existing facilitated periodic scheduled payments or transfers upon request of the customer.

Confirmation Copy Send the customer a copy of the Confirmation of a Financial Transaction on their account.



Distribution Request Request distribution of dividends, interest and capital gains ("earnings") from the Brokerage account.

IRA Rollover Facilitate an IRA rollover on behalf of a customer. Modify Beneficiary Allows users to add, modify or remove beneficiaries from their accounts

with a DocuSign eSignature for confirmation Required Minimum Distribution Facilitate a customer’s request for the required minimum distribution

from their retirement accounts. Statement Copy Submit a statement photocopy request on behalf of a caller. Transaction Inquiry Inquiry into an account regarding specific transactions Transfer Funds Transfer money across accounts within the institution or across

institutions. Commercial checking/deposit account category

Billing Inquiry Look up billing statements for a time period on behalf of a customer, and initiate an inquiry on a specific billing item.

Bill Pay Accept a payment for an account and/or set up recurring payments. Close Account Close an account and present retention offers to the caller. Fee Inquiry Request for a fee inquiry on behalf of the customer regarding a fee

charged onto that customers account. Manage Entitlements Verify and add signers eligible to access an account upon the

customer’s request. Request Checks Request one or more box of checks. Statement Copy Submit a statement photocopy request on behalf of a caller. Transaction Inquiry Inquiry into an account regarding specific transactions Transfer Transfer money across accounts within the institution or across

institutions. Waive Fee Allows to waive a fee on a particular transaction based on request

Commercial lockbox investigations category Lockbox Missing Batch File Receive a report of a missing lockbox batch deposit and initiate an

investigation. Lockbox Missing Payment Receive a report of a missing lockbox payment and initiate an

investigation. Lockbox Proof Error Receive a report of a proof error and initiate an investigation.

Organization category Update Organization Details View and maintain information associated with a business unit including

name, tax ID, and so on. Update Organization Address View and maintain address information associated with a business unit. Update Organization Communication Details

View and maintain communication information associated with a business unit.

Commercial ACH payments and trade services category ACH Duplicate Posting Search for duplicate ACH postings on behalf of a customer. Add Business Add a new business unit to an account. Add Contact Add a new contact and authorized role to an account. Communicate Message Access a specific communications script (such as a new customer

welcome message) that applies to the contact.



Examples of service requests Travel Notification

Letter of Guarantee Inquiry Check on status or confirm the existence of a commercial letter of guarantee.

General category Co-Browse with Customer Complaint or Compliment Record a complaint or compliment during an interaction and present

system-determined restitution or reward offers to a customer. General Service Request Create a general service item; use this process to capture and route

work when an automated workflow has not been created. Log Sales Opportunity Add, view, and modify sales opportunities. Schedule Appointment Schedule a follow-up call, task, or appointment during an interaction. Send Literature Request for documentations around products and services offered by

the institution. Send Correspondence Generate an e-mail, fax, or mail document to a customer, based on

available templates. Suggested Offers Select and present cross-sell and other offers to a customer.



Manage AutoPay

Update Contact Profile



Request New Plastic enhanced with addition of New Account User


Pega Customer Service for Financial Services leverages the Financial Services Industry Foundation application to provide common data objects to manage customer and account data. Some of the object types, such as “Account” and “Party,” expect data to be sourced from an external system of record. The application uses a Sample database from the underlying Financial Services Industry Foundation application as its sample system of record.

The following matrix provides the key objects used in the application and their respective Data Pages. You can use the Data Explorer in the Designer Studio to review all Pega Customer Service for Financial Services Data Pages.

Object type Description Party An organization or Individual associated with an onboarding journey. That is, the

organization being on boarded or the primary contact of that organization. Contact Channel Handles key contact information about a Party such as mailing addresses, phone

numbers, and social media handles. Party to Party relationship Stores the relationship between two entities. Critical to driving business processes when

combined with party relationship attributes and values. Party Relationship Attribute/Value

Handles the attributes and values on specific party to party relationships. That is, Marie Vallance is related to Vallance Inc. with the role of majority shareholder. This relationship carries an attribute of ownership percentage with a value of 66%.

Account Information across four types of financial account – Investment, Deposit, Card and Loan. Transactions Individual transactions such as withdrawals, deposits, bills, or stock purchases. Household Allows a set of customer’s assets to be aggregated into a household view. Beneficiaries Associated directly with accounts, this allows an account such as an investment account

to have designated beneficiaries. Interaction A communication with a customer through a channel such as phone, chat, email, or

other media. An interaction can have zero or one-to-many service requests to address a customer’s requests or issues.

Service Request A service request is a distinct process or case that is logged on behalf of a customer to resolve an issue or request, such as an address or profile change, or a disputed charge. See Chapter 3 - Customer Service Requests.

Data model



Logical Data Relationship Model (Pega Customer Service for Financial Services 7.22)


Customer service roles Pega Customer Service supports key roles associated with contact centers. The table below describes the roles shipped with the Pega Customer Service application.

Role Description CSR CSRs handle customer inquiries and service requests by phone, email, chat, mail, fax or

other channel, leveraging the Interaction Portal. Manager Managers manage teams of CSRs, monitoring overall performance and operations of the

contact center, leveraging the Interaction Portal. Account Manager The Account Manager is responsible for specific customer accounts and utilizes the

Account Manager portal in a traditional back-office role. Advisor Admin Pega-provided role and operator for configuring Self-Service Advisor through the Self-

Service Advisor Configuration Portal. Advisor User Pega-provided role and operator for end-customer Advisor users (cases escalated into the

Contact Center are initially ‘created/owned’ by this role). Social CSR A social CSR handles customer interactions from social media channels such as Twitter or

Facebook through the Social Engagement Portal Social Manager A social Manager supervises a team of social CSRs and monitors individual, team, and

channel performance. Uses the Social Engagement Portal. Social Admin A social Admin configures and maintains the social engagement configuration and

administrates users, work queues, social queues, and so on. Back Office Manager A Back Office Manager manages team(s) of Back Office Portal users. Back Office User Primary user of the Back Office Portal, responsible for processing and completing cases

Roles and portals

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