Pega Worforce Intelligence

Pega Workforce Intelligence captures the actionable insights that you need to quantify and measure productivity and efficiency across your organization. With these insights into employee workdays and their use of the technology and processes on their desktops, you can measure employee productivity, understand how and when work is done, and identify opportunities to optimize productive work and overall efficiency.

Pega’s Workforce Intelligence uses robotic automation and AI to understand how sales and service agents work and how the apps and processes work for them. By combining these insights with CRM performance data, organizations have the unprecedented ability to not only identify masked inefficiencies but also realize how they directly affect agent performance and customer experience.

Unifying Workforce Intelligence into Pega Customer Service allows service managers to not only reinforce effective activities but the ability to simplify the employee experience via Robotic Automation. Within Pega Sales Automation, Workforce Intelligence delivers visual dashboard that provides Sales Managers views into activities that are driving business outcomes as well as the utilization of the applications that support these activities.

Your team members need ongoing coaching, not just at arbitrary points on the calendar. Use data to inform and tailor feedback at a personal and contextual level by drilling into individual performances and helping employees grow in a timely manner. Pega’s adaptive, cloud-architected software – built on the unified Pega Platform – empowers people to rapidly deploy, and easily extend applications to meet strategic business needs.

Pega has delivered award-winning capabilities in CRM and Digital Process Automation, powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results.