The organization faced challenges stemming from a fragmented, manual approach to handling customer inquiries. With several communication channels in use, agents were overwhelmed by repetitive tasks and slow response times, leading to poor customer satisfaction. In addition, manual retrieval of customer information and routing of requests led to errors and inconsistencies, directly impacting the customer retention rate.
By deploying Pega Customer Service, Eclatprime created a seamless, multi-channel contact center solution. The new system automatically fetched complete customer profiles from the Enterprise Service Bus (ESB) as soon as a call or email was received. It then provided AI-driven suggestions to agents to help quickly resolve each inquiry. This solution ensured that all customer interactions—whether via phone, chat, or email—were processed through a single, unified user interface that significantly reduced the need for manual data entry and intervention.
