Pega Customer Service Product Overview

TITLE of INTERNAL DOCUMENT – Arial Bold 12 One-click Co-browse Initiation: Integrated co-browse features allow CSRs to initiate co-browse requests right from the chat UI. Real-time Sentiment Detection: Real-time sentiment detection gives CSRs visibility to real-time indicators as to customer sentiment and sentiment trends.** Chat Supervisor Monitoring: Allows supervisors monitor and take action when required (see the later role-based features for details). In addition to features that are enabled for different users, another key feature of the Pega Chat solution with a big usability impact is its ability to preserve chat state across pages. As long as you navigate pages tagged for Pega Chat, a page push to a different page on the site, or customer initiated navigation away from the page where Chat was initiated, the chat session continues. Mobile Interactions* Pega Customer Service includes support for tablet devices, to serve customers in person, or to enable supervisors and managers to be ‘mobile’ and provide assistance to users in the contact center. When accessed from a mobile web browser, Pega Customer Service provides a touchfriendly mobile portal that provides access to customer history and relationship detail, customer interactions and service processes. For iOS and Android devices, the application may also be packaged into a hybrid mobile application using Pega Mobile Client (separately licensed). Self-Service Interactions Self-Service Advisor – Drive Greater Engagement while Defecting Inbound Service Events Only from Pega! Many businesses commonly present an array of self-service features on their sites in the hope that customers will find what they need online before resorting to a costly customer service call. But the relevant data and actions are often buried across different sections of the site, sending customers on a scavenger hunt to locate what they need. For example, a customer troubleshooting a product issue could bounce from FAQ repository and user communities sections to ‘how to’ videos and online service chats before ultimately resolving the problem. The longer it takes customers to dig, the more likely it is they will call a service representative or, even worse, jump to a competitor’s site. Your Pega Self-Service Advisor capability uses Pega’s proven artificial intelligence engine to surface only the information the customer wants at that particular moment by analyzing their past engagement history and current site movements. Customers can simply click a “Need Help” button from any web or mobile page to launch a dynamic screen overlay that presents customized links and actions. Contextual data is gathered from disparate sections of the site and aggregated into a single view. Customers can then browse this information and take immediate action – such as pay a bill, buy a product, or change an order – all without leaving the page. For example, the Pega Self-Service Advisor can sense a customer need and surface one-click access for: A customer behind on payments to check balances, pay the difference, and review options for a better plan. Pega Customer Service Product Overview 5

TITLE of INTERNAL DOCUMENT – Arial Bold 12 A customer with an unusual charge on the account to file a dispute, watch a video on fraud prevention, and chat with a fraud expert online. A patient with an upcoming doctor appointment to change the appointment date, review tips on healthy living, and consult with a care manager on the phone. Self-Service Advisor combines a number of customer facing self and assisted service options (Pega Knowledge, Pega self-service cases, Pega Chat and Co-Browse and Customer Decision Hub (CDH) in order to provide contextual, inline help throughout the customer’s online journey across your web and mobile experiences. This has the benefit of providing service in context to what the end-customer is attempting to do, reducing the likelihood of abandonment and inbound calls to your contact center. When an end-customer clicks on a Self-Service Advisor, it displays in an in-line window in a manner similar to in-line Pega Chat. Pega Customer Service provides an easy-to-use configuration portal (Self-Service Advisor Configuration Portal) that allows non-IT resources to configure, style, and personalize each Advisor (of which there can be many, usually on specific topics, if required). Pega customers are able to build single one-size fits all Advisors addressing a broad list of customer questions or multiple advisors covering distinct topics (or even a combination of both types leveraged across different parts of the website). Pega Self-Service Advisor can be easily installed to create a personal web concierge in just minutes – even by a business user. It deploys through a single line of code with no disruption to any existing infrastructure, which takes the burden off the IT department. Deploying an Advisor Pega Customer Service Product Overview 6

TITLE of INTERNAL DOCUMENT – Arial Bold 12 for use on a website is accomplished by clicking on a download link – that takes the configuration and allows it to be handed off to web designer for incorporation into target pages. With the exception of styling changes, any subsequent change to an Advisor doesn’t require redeployment. Labels changes, new article categories, cases and chat queues etc., can be maintained and changed by business users within Pega. Any self-service cases (quick actions) started but not completed in Self-Service Advisor can be transferred to a CSR if escalated. For example, a CSR could take an incomplete self-service case and drive it to completion if the end customer requests to chat. CSRs also have visibility to knowledge articles viewed by an end-customer during their advisor session. Web/Mobile Mashup* With Pega Web Mashup, you can easily add a Pega-built process to an existing mobile or web app. By embedding capabilities such as a service request case within your self-service experience, you can deliver a consistent customer experience without needing to make process changes in multiple places. Knowledge Self-Service Portals* Pega Knowledge provides a self-service portal, supporting a mashup with your existing selfservice web pages. Help sites can be quickly configured, styled, and branded using the configuration tools in the authoring portal. The configuration tool automatically generates the HTML needed to integrate the help site with your self-service pages. Both ‘official’ curated knowledge (articles) and/or community functionality (discussions) can be delivered through this capability. Pega Customer Service Product Overview 7

TITLE of INTERNAL DOCUMENT – Arial Bold 12 Pega Communities* Pega Communities (a component feature set of Pega Knowledge Management) allows your customers, partners, and employees to collaborate and to explore and discuss solutions to common questions and issues. Pega Community members can leverage not only the expertise of their fellow customers and contact center experts, but also have access to your Pega Knowledge articles alongside community discussions, further helping customers help themselves. The community capability comes pre-packaged with functionality that allows customers to follow and participate in conversations (or flag content they don’t feel is suitable). Extensive moderator facing functionality enables community owners to properly enforce community standards of behavior. A moderator can edit, quarantine, or remove discussions and lock, ban, or email community members involved in an infringement. The Moderator also has workbasket functionality for posts and responses flagged by community members. Pega customers have the ability, if they so wish, to appoint external Moderators from their pool of super-users, who can perform the role without using Pega portals or seats. Community functionality extends from your community web pages back into the Interaction Portal. CSRs can ‘see’ the activity of active community members, when they reach into the Pega Customer Service Product Overview 8

TITLE of INTERNAL DOCUMENT – Arial Bold 12 Contact Center for assistance, and even respond to a community thread if needed and mark it as a best answer if appropriate. Finally, Knowledge authors can also benefit from community interactions through content harvesting of community threads: If end customers see a discussion that is adding value for them (and provides a best answer), they can easily convert that discussion into a draft knowledge article. The community capability captures the question and best answer prominently and allows Knowledge authors to remove lesser value thread contributions. Decisioning/AI Driven Channel Personalization Pega Customer Service provides two capabilities that deliver highly personalized self-service interactions through voice and text channels, both utilizing service cases and next best action suggestions extensively. These capabilities also leverage core capabilities of the underlying Pega platform and Customer Decision Hub for AI/decisioning, conversational Q&A and natural language processing. Next Best Action APIs for IVR personalization If you have a modern IVR that allows for dynamic menu personalization and would like to deliver tailored IVR scripting to different customer segments, then Pega has a solution for that need. Pega provides the ability to take intelligent guidance (the next best action to take with a specific customer), along with customer data from Pega Customer Service and feed that into an IVR in real-time, delivering a personalized experience and increasing the likelihood that the customers question can be answered before they are escalated. This capability is packaged as APIs enabling Pega and modern IVR solutions to talk to each other and build dynamic experiences personalized to every customer. Pega Customer Service Product Overview 9

TITLE of INTERNAL DOCUMENT – Arial Bold 12 Pega, through Customer Decision Hub, provides a UI for designing the next best action strategies you wish to use specifically for IVR interactions. Facebook Messenger Pega Customer Service provides the ability to automate your service cases for deployment into Facebook Messenger using Pega alongside Facebook’s chatbot technology. A customer can connect to your organization through Facebook Messenger and have a fully automated customer service experience with Pega Customer Service driving that Facebook chatbot interaction. Each interaction is treated as its own case. All dialog and selections made through the Messenger interface are logged as part of case history. Natural Language processing is utilized to determine what the customer wants to accomplish and directs them to the correct case interaction. In circumstances where a customer interaction is not executing successfully, negative sentiment is detected, or a customer just wants to interact with a ‘live’ agent, the interaction can be transferred into a CSR-enabled interaction. If you do not wish to expose chatbots to your end-customers – you also can use Facebook Messenger as a fully functional channel for engaging with the contact center directly, with functionality similar to our out of the box chat solution. Social Channels Social Engagement* With Pega Social Engagement, customer service teams can work together to engage and respond to customers on social media sites like Facebook and Twitter, with public posts and responses or using private messages. Pega uses advanced text analytics to cut through social media noise and extract only those conversations that matter. Pega’s technology detects key elements from social posts, such as sentiment**, topics and influence, which allows your team to listen for meaningful social posts and offer timely and appropriate responses. CSRs can view customer interaction history and leverage Pega’s knowledge management and case Pega Customer Service Product Overview 10

TITLE of INTERNAL DOCUMENT – Arial Bold 12 management tools from the Social Engagement Portal to deliver a satisfying response based on the customer’s context. Social engagement interactions are always included in customer interaction history. This means that all users, (including CSRs not working social channels) have visibility to those interactions, ensuring that users can always see the full customer context. Back Office Interactions In many situations, omni-channel interactions that reach your contact center also need to extend beyond the front office for fulfilment and resolution. The Back Office Portal provides administration and management for back office service case operations with key features shared with front office operations activities performed in Pega Customer Service. This portal provides all the features of Customer Service that are required for back-office including followed cases, tagged cases and advanced search. Integrated seamlessly with the Pega Customer Service Interaction Portal, transactions can be handed off from front office to back office service personnel working within the Back Office Portal. Cross-Channel Customer History Pega Customer Service automatically records detailed interaction history to provide users insight into what actions were taken on behalf of a customer during an interaction, what the status and outcome was on any service request, as well as visibility to self-service actions that the end-customer has taken. The omni-channel capabilities of Pega Customer Service ensure visibility of these customer interactions regardless of channel. Whether your customers are getting answers on a web selfservice site, a mobile device, or working directly with your CSRs via one of our assisted service channel options, users always have full visibility to customer interaction history. When interactions cross channels (from self-service to assisted service for example) cases started in one channel can be continued in other channels, without loss of context. Pega Customer Service Product Overview 11

TITLE of INTERNAL DOCUMENT – Arial Bold 12 Inbound Correspondence (Email, Fax, White mail) Email interactions By configuring email listeners, Pega Customer Service can receive, route and process email interactions from customers. Fax and White mail interactions Integration points are also available for other correspondence options for inbound (for example, fax) and outbound (for example, whitemail etc.) communications. Customer Engagement and Support Delivering smart, timely, and personalized assisted service interactions from the Contact Center relies on doing a number of things well, including provi

Pega Customer Service provides a rich set of features designed to enhance the customer experience, improve user productivity, and increase customer satisfaction. Key capabilities and features of the applicationare described below. Omni-channel Interactions . Pega Customer Service includes integrated, multi-channel support for customer .