Customer service vital to long term success for Australian telcos
Customer loyalty is at stake as telcos fail to deliver adequate service, prompting organisations to adapt or fail to gain a competitive advantage.
Poor service quality costing companies significant revenue
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels.
Real-time decisioning critical to meeting increased customer expectations
"Organisations have to work hard to provide a customer experience that stands out in an increasingly crowded marketplace."
What makes an intelligent automation leader? Pegasystems releases new study
For automation implementations to be successful, businesses need greater executive buy-in, implementation across the organisation and more robust governance.
Pega acquires speech analytics firm Qurious.io
Qurious.io uses artificial intelligence to help customer service employees deal with customers.
Pegasystems completes industry first with auto-balancing feature
Pega RPA Auto-balancing is the industry's first RPA feature that automatically provisions workloads between an organisation’s available bots, the company states.
Forrester names Pega ‘Leader’ in interaction management
Received top scores in 2/3 high-level categories – current offering and strategy – as well as the highest score possible in 25 of 30 criteria.
Intelligent Automation – accelerate today and automate for tomorrow
It’s a message that encapsulates the benefits of productivity and innovation, by letting technology take care of menial tasks and giving valuable time back to every business.
Businesses investing in DX more than ever thanks to COVID-19
"Organisations need to reexamine every part of their business for digital readiness or face consequences regardless of whether another crisis of this magnitude happens again or not.”
What’s new in the CRM CEC Magic Quadrant
Vendors added and upgraded, alongside the old reliables in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center.
Pega launches ‘platform for platforms’ to unify app stacks
Pega Process Fabric combines dynamic APIs, an open UX framework, UI components, robotic automation, and virtualisation to bridge connectivity gaps.
Pega strives to rid AI-based CX systems of discrimination
The check is designed to flag possible discriminatory messages created by AI before those messages reach the customer.
Pegasystems launches COVID-19 tracking app
“With the state of the COVID-19 pandemic rapidly evolving, Pega quickly developed this app to help our clients ensure the wellbeing of their employees and customers while also helping to mitigate their business risks."
Organisations must tear down the walls between IT and CX
Organisations need to look at their customers in a completely new way as individuals that have unique needs and preferences.
Pegasystems announces new app-building software
Clients can create their first product release or their MLP in a matter of weeks.
Customer service reps tired of not having the right tools - Pega
Software still isn’t solving basic issues that have long given customer-facing employees headaches.
Pegasystems adds Kubernetes support to Cloud Choice Guarantee offering
Now clients can deploy Pega with Kubernetes on AWS, Microsoft Azure, Google Cloud, Pivotal, and Red Hat while removing technical lock-in, according to the company.
Infosys selected to update Aussie welfare entitlement system
The Phase 1 agreement is for Infosys to create a Proof o Design and is expected to complete mid-2020.
Gartner recognises Pega in low-code application platforms report
“Low-code application platforms continue to grow in capability and maturity, addressing more enterprise use cases and providing rapid application delivery with fewer skills.”
26% of leaders still “support fax as a communication channel”
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Australian businesses struggling with robotic automation
A new global study shows robotic automation not a magic bullet for digital transformation.
Forrester names Pega leader in digital process automation
“Pega has created a powerful platform for driving digital transformation across a wide array of use cases, from complex to relatively simple.”
Pegasystems now ten-time Leader in CRM Magic Quadrant
“It’s about looking at customer journeys holistically to ensure consistency and relevance to foster sustainable relationships and value.”
Pega launches Enterprise Low-Code Factory
With tools, training, and other resources, Enterprise Low-Code Factory helps businesses cultivate and scale their own home-grown community of citizen developers.