TTEC + Pega simplifies complexities so contact centres can deliver world-class customer experiences
Deliver hyper-personalization through this strategic partnership that can bring hyper-automation to the contact centre. More consumers than ever are wanting to engage with brands on their terms and expecting brands to know them. As a result, it is critical to bring a blend of AI, robotics, journey/workflow management, and innovation to both meet their needs and gain incredible efficiencies in the contact centre. Together, TTEC and Pega are uniquely positioned to remove the technical and operational obstacles that stand in the way of a great experience for a brand’s customers and employees. TTEC will build on Pega’s digital transformation solutions to deliver superior services and strategic outcomes for the world’s largest enterprises.
TTEC + Pega brings out the best for CX
Reduce average handle
time by 20-30%
rates by 15%
Reduce average customer
churn rate by 25%
Skyrocket ROI by 5x,
with a payback period
of just six months
About the partnership
The customer service and contact centre world is ripe for disruption. The strategic partnership between TTEC and Pega will empower clients with industry-leading digital transformation solutions to optimize customer experiences within their contact centres.
TTEC is deeply committed to transforming the customer experience and customer service world. Partnering with Pega means our clients now have access to world-class intelligent automation and a masterful customer engagement suite to inspire optimized, digitally driven employee and customer experiences. Blending TTEC’s decades of customer service and contact centre expertise with Pega’s AI driven platform empowers our clients to completely revolutionize their customer and employee experiences by improving customer service, sales process automation, and back office operations.
Advancing customer service
and intelligent automation
As a progressive organization, TTEC seeks out best-of-breed, likeminded partners to further our aspirations. Pega’s vision to deliver real-time AI and end-to-end automation combined with TTEC’s augmented and autonomous CX solutions make this a truly powerful alliance.
As a Gold Pega Partner, TTEC offers a community of engineers and deep experience in automation solution development to truly maximize front- and back-office interactions across the customer journey. Together, we will advance customer service and intelligent automation, continue to enable exceptional customer service across the planet, and focus on creating 1-to-1 customer interactions that deliver strategic outcomes for the world’s largest enterprises.
TTEC + Pega Customer Engagement Suite
Centres of Excellence
To help brands simplify contact centre operations and maximize associate productivity at scale, we have Centresof Excellence with managed services for Contact Centre Optimisation, Robotic Process Automation (RPA) and Robotic Desktop Automation (RDA), Case Management, Digital Channel Activation, Contact Centre Software & Computer Telephony Integration (CTI), and Customer Experience as a Service (CXaaS)
Software & CTI
as a Service
Contact Centre Optimisation
Building efficiencies into your contact centre provides a better way todeliver on the promise of hyper-personalized customer experiences. TTEC's customer engagement solutions, intelligent automation resources, and comprehensive contact centre expertise help you optimize your CX, gain new efficiencies across the board, and realize 20-30% cost savings.
Robotic Process Automation (RPA)
& Desktop Automation (RDA)
Many of today’s contact centres associates waste valuable time flipping between multipleapplications and performing repetitive tasks that result in errors, inefficiencies, and a poor customer experience. An intelligent combination of RPA and RDA slashes minutes-long tasks workflows down to seconds and seamlessly auto-populates information across multiple applications, freeing associates to do what they do best – serving your customers.
Solve the case management Rubik’s cube by bringing automation, timelines, context,and relevant attachments to the forefront of your business processes. TTEC’s Case Management services make it easier for you to model, track, manage, and optimize your business cases, seeing how and when they are resolved to streamline workloads, processes, and maximize efficiencies.
Digital Channel Activation
The days of reactive customer service are gone. Customers want the flexibilityto be on any channel, at any time, as they interact with a brand. Relying heavily on voice channels disconnects brands from many of the digital channels customers prefer. Achieve omnichannel orchestration and meet your customers precisely where they are, in whatever channel is most convenient for them at the time.
Contact Centre Software &
Computer Telephony Integration (CTI) Integration
Essential for enhancing CX is to ensure your workflows and automation processesintegrate seamlessly with your existing customer systems. We have deep expertise in both on-premise and cloud-based contact centre software and complex telephony integrations, enabling you to unlock the full potential of automation and robotics together with the most popular contact centre software.
Customer Experience as a Service (CXaaS)
When associates are required to use cumbersome and siloed applications to interactwith customers, it's difficult to deliver outstanding CX. Beyond technology alone, CXaaS encompasses a powerfully complex ecosystem of all the components and capabilities necessary to help your associates and help your customers, on whatever channel they want. Even better, we can deliver it holistically.
Contact Centre Automation:
Tools and Trends for 2020
The implementation of contact centre automation is accelerating, so it's essential for To achieve contact centre optimisation you must know companies to implement best practices, or risk falling behind. The key is to balance service goals and KPIs with automation to continually improve customer experiences and operational efficiency. when to utilize human interaction from associates and when to deploy AI powered tools and automation processes. In this trends report, we look at the benefits of an optimized balance between humans and AI in your CX automation approach.Read the automation trends report See more customer engagement resources
Ready to realize the full potential of intelligent automation and contact centre optimisation?
Accelerate your digital transformation and optimize front- and back-officeprocesses with our intelligent automation and customer engagement suite. Together, we help brands simplify contact centre operations and maximize associate productivity and customer engagement at scale.