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Pegasystems announces AWS integration in customer service solution

By Kai Ping Lew
Thu 8 Jun 2017
FYI, this story is more than a year old

Software company Pegasystems announced that it has deepened its relationship with Amazon Web Services (AWS) to give customers additional options for deploying Pega software on AWS.

The extended collaboration enables seamless integration between Pega Customer Service – Pega’s artificial intelligence-based customer service management solution – and Amazon Connect – a cloud-based contact centre management service for businesses.

Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context and the ability to easily manage telephone-based interactions.

“Today’s organisations aren’t looking for a one-size-fits-all solution; they are seeking a set of tools that can be customised to work best for their business,” says Pegasystems product marketing chief technology officer and vice president Don Schuerman.

“This extension of our work with AWS further enables clients with choice, flexibility, and scalability to deliver increasingly personalised experiences to their customers

Clients can choose to run on Pega Cloud – Pega’s fully managed cloud platform powered by AWS and optimised for Pega software – or seamlessly deploy Pega technology directly on their own AWS cloud, maintaining full control of their environment with Pega support.

Pega clients running Pega Platform or Pega’s suite of customer engagement applications on client-managed AWS instances have 24/7 access to Pega’s global support team.

These enhancements build on a seven-year relationship with AWS, which continues to provide the cloud services for Pega Cloud, providing customers with quality, speed, and overall ease of use.

”Pega’s focus on empowering enterprises to achieve more meaningful customer engagement makes this collaboration a natural fit that will benefit many of our customers,” says Amazon Web Services vice president Terry Wise.

“Amazon Connect is designed to make it easy for enterprises to set up a cloud-based contact centre in a matter of minutes, and enable seamless integrations with key technologies like Pega Customer Service.”

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