Beyond desktops: streamline customer and agent experiences - Pega
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Beyond desktops: streamline customer and agent experiences There’s no question digital disruption is one of the biggest challenges facing every industry today – but also one of the greatest opportunities. Technology is transforming the way companies operate and how they engage with customers. The energy industry is no exception. AGL customers expect an intuitive, consistent, seamless and personalised experience through a diverse range of digital channels. As part of its FY21 Strategy AGL has embarked on a program that puts customer centricity at its core. AGL will be forming new partnerships and stimulating demand through cross selling Telco bundles to attract existing customers and new movers. All this will only be possible for AGL by leveraging the many internal platforms that already exist and through reimagining the agent desktop experience, which will ultimately lead to improved customer relationships and greater customer lifetime value.
82% of customers are Amplify your application
frustrated by how long it takes with automation
to receive service1
You don’t have to abandon your existing
Customer service in the contact center often starts customer service applications in order to
and ends with the desktop. Unfortunately, current bridge the gap between your present and
setups aren’t doing reps any favours. The fact that most future-state desktop. While your current
customers still think service takes too long means that
customer service desktop’s capabilities might
communications and utilities organisations must
feel limited, powerful extenders can enhance
improve not just their time-to-resolution, but the
underlying systems that power inquiry resolution. your existing systems with automation. Here
Existing and legacy desktops are simply not are a few ways automation improves the
cutting it. Reps can find themselves switching between service experience for both customers and the
applications up to 1,100 times daily. reps that support them:
Out-of-the-box solutions aren’t agile enough to
help reps resolve requests quickly and efficiently.
Customer service representatives must manually Efficiency
review customer email requests and determine where Eliminate rote work: Automate repetitive, routine
to route the issue. They are toggling through multiple tasks and simplify processes to effectively move
screens and applications to resolve rote tasks that bog customer requests to resolution. Routing work
them down and prevent them from spending energy
correctly and removing manual steps using business
on the complex tasks that truly require their attention.
With so much effort required to complete a single rules and natural language processing (without
workflow, many agents cannot provide the exceptional human intervention) both eliminates wasted time
service customers expect. and focuses your staff on truly valuable tasks.
Friction leads to frustration Visibility
Evolve to transparency: Keep all stakeholders –
Multiple core systems and unstructured applications
make it challenging to get work done and introduce customers, front office, and back office – in the loop
the possibility for human error. And 48% of agents on work that continues after the conversation is
are frustrated with passing customers between teams over. Meeting service levels not only delivers on your
or departments. With manual processes and siloed brand promise, but in many cases, ensures that you
departments, employees face a great deal of friction adhere to regulatory requirements.
when attempting to provide the service experiences
customers demand. And you can bet that customers
share in the frustration this friction creates.2 With
Speed and satisfaction
competition from market agitators on the rise and
Embrace customer outcomes: Apply intelligent
customer loyalty declining, too much is at stake to let
friction drive your customers away. automation like case management, workflow, or
robotics to connect the customer experience to your
contact center operations, tying disparate systems
together into a cohesive end-to-end experience.
Freeing up agents to truly listen to customers,
without worrying about keystrokes and process
steps, is essential for delivering amazing service.
1
https://www.pega.com/2019-customer-service-insights
2
https://www.pega.com/insights/resources/key-standout-service-keep-your-
agents-happyHow to make it real
(and get real results)
Pega’s case management and intelligent automation Many service institutions have extended their desktop
capabilities help you get more from your existing to achieve excellent results, including:
desktop. You don’t have to ditch your legacy system
to deliver the level of service you are trying to achieve. · Reducing authorization time from 2 minutes
With Pega capabilities augmenting your current to 5 seconds
applications, the improvements and potential cost
savings will pay dividends. Here’s how Pega will help
· Improving first contact resolution by 6 percentage
you get results: points
Drive inquiries into your existing desktop with email · Achieving a 20% reduction in back-office headcount
and document bots. Apply automation to "read"
· Consolidating over 40 legacy systems and
requests, extract information, and determine sentiment
streamlined over 13 million transactions
so work can be either completed automatically or
correctly routed for human intervention. per year
Manage and execute front-to-back office requests Streamline agent interactions using the existing
from the existing desktop with dynamic case desktop with attended RPA. Robotic automation
management that lets you get work done across a wide supports “start my day” assisted sign-on, consolidated
spectrum to ensure SLAs are met and work is compliant customer views, and call wrap – reducing routine
with regulations. Whether from an oversight role or full efforts by employees to access or update information
automation, you can automate as much or as little of across multiple systems and applications.
the work as needed with straight-through processing.
Extending AGL's CRM by providing a modern, unified customer service
desktop for a seamless agent experience
CHANNELS
Industry AGL
Customer Service
Applications Applications
Automation Intelligence DIFFERENTIATED
EXPERIENCES
BPM Business Rules
Case Management Real-time Decisioning
Unified
Platform Robotic Automation Artificial Intelligence
Integration Services
Technology Adapters Data Visualization Layer Real-time Event Processing
COMMODITY
AGL’s Existing Systems
SERVICES“We set out to create an integrated
solution that meets the needs of
customers and exceeds their
expectations.”
Jim Bush
Executive Vice President, World Service,
American Express
Who’s getting it right? Learn more about how organisations
like AGL are delivering streamlined
Industry leaders are already embracing this approach, with dramatic results. service for employees and customers
alike. Visit us at:
https://www.pega.com/products/
customer-service
SSE Energy Services one of the UK’s leading energy companies and a growing
broadband provider. In a period of unprecedented industry change, including
increasing competitive challenges, evolving regulatory demands, and rapid
technological change, SSE chose Pega Customer Service to transform its
telecoms customer service department.
Learn more
With the Pega Platform, RBC developed an end-to-end problem resolution
process that spans all channels and lines of business to reduce complexity,
improve productivity and enhance client satisfaction.
Learn more
pega.com
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