Musician-turned-CX professional James Dodkins shares his views on the parallels between a musical keynote performance, and delivering a rockstar customer experience. “Metallica doesn’t need a conductor. They wrote the songs. They recorded the songs. They played the songs. An orchestra is very different, and a lot of businesses would like to think of themselves as […]
Pegasystems released an updated version of Pega Process Extender for Salesforce Lightning on Salesforce AppExchange and Pega Marketplace. Pega Process Extender lets companies drag and drop Pega Infinity workflow automation and artificial intelligence-powered decisioning directly into Salesforce Lightning deployments. The entire experience operates within the Salesforce desktop, even as Pega drives the business logic and […]
Pegasystems introduced Always-On Insights, combining Pega Customer Decision Hub with Celebrus Customer Data Platform (CDP). Always-On Insights brings together Pega’s artificial intelligence-driven engagement engine to optimise each interaction with Celebrus’ CDP that captures and collects compliant first-party customer data in real-time across digital channels. With Always-On Insights, companies can eliminate their dependence on third-party cookies […]
Pegasystems released version 8.7 of its Pega Infinity software suite with low-code innovation, automation, practical artificial intelligence, and cloud architecture. Pega Infinity 8.7 consists of a unified set of abilities to the Pega Customer Decision Hub, Pega Customer Service, and Pega Platform. The following are some of the new AI-driven functionalities in Pega’s Customer Decision […]
Pegasystems launched Pega Voice AI and Messaging AI, two solutions that analyse live customer service conversations in real-time to help agents resolve service requests. These AI solutions operate as copilots for agents, listening to live voice and chat conversations, recommending steps to resolution, off-loading manual processes like data entry or searches, and analysing intent to […]
