Software firm Pegasystems has added new artificial intelligence (AI) and robotic automation capabilities in its customer relationship management (CRM) offerings. Company says that its CRM help companies optimise their sales and customer service effectiveness with desktop analytics and machine learning.
In a statement company says, “By unifying Pega Workforce Intelligence within the Pega Customer Service and Pega Sales Automation applications, businesses can now uncover hidden patterns of inefficiency by analysing millions of actions taken every day on every desktop from any application.”
Most businesses today use CRM applications that, among many other benefits, provide managers with a basic window into their team’s performance – such as meeting sales goals or customer satisfaction benchmarks. However, this view presents an incomplete picture that overlooks inherent operational and employee inefficiencies that most businesses simply don’t know exist. These problems subtly and quietly reduce effectiveness, erode revenues, and degrade the customer experience.
Pega now offers the CRM solution that gives actionable advice to overcome these pitfalls and improve the employee and customer experience. Its workforce intelligence capabilities use robotic automation and AI to understand how sales and service agents work and how the apps and processes work for them.
By combining these insights with CRM performance data, organizations have the unprecedented ability to not only identify masked inefficiencies but also realize how they directly affect agent performance and customer experience. These insights empower managers to improve the workforce environment by coaching employees with new approaches, automating redundant processes, or instituting more effective best practices.
Pegasystems has been able to join these technologies due to its acquisition of OpenSpan in April 2016.