Final answer:
Pega Customer Service provides three key editions to enhance services in an incumbent desktop environment: Case Management Edition, Digital Customer Engagement Edition, and Enterprise Edition. These editions offer tools for case management, digital engagement, and an end-to-end transformation of customer service operations.
Step-by-step explanation:
If a client is locked into a contract with an incumbent desktop and wishes to enhance their services with Pega Customer Service, they have the option to infuse best-of-class case management into an existing desktop. There are several editions offered by Pega systems which could assist in this upgrade, but specifically:
- Case Management Edition - Focuses on improving the case handling and processes within customer service. It provides tools to automate and streamline case lifecycles, ensuring that each customer interaction is handled efficiently and effectively.
- Digital Customer Engagement Edition - Enhances customer service through digital channels. This edition helps in integrating digital messaging, chat, and AI-driven decisioning to engage customers in a more modern and accessible way.
- Enterprise Edition - Offers a comprehensive set of capabilities for transforming customer service end-to-end. This includes not only case management and digital engagement features but also full integration capabilities with back-end systems and advanced analytics to provide a complete service overhaul.
In each of these editions, Pega's platform leverages its robust BPM (Business Process Management) and CRM (Customer Relationship Management) features to enable businesses to improve their customer service operations.
Learn more about Pega Customer Service Editions