Streamline your data management process with the LiveAgent + Pega CRM integration

Live Agent is a robust Helpdesk and live chat software, rated as the best helpdesk platform for Small and medium-sized businesses in 2017. It allows you to manage and track all communications with your customers and leads, including emails, which are automatically converted into tickets for better management, phone calls and video calls. So you can easily receive and send emails (including mass emails) from the same place. The real-time chat widget can be easily configured in order to send automatic custom invitations, based on customers’ behaviors or website url (useful for pricing pages).

All the communications between your staff and customers are recorded as “tickets”. A ticket includes emails, live chats, phone calls and other channel communications, including social media. Live Agent in fact, provides a stunning feature which allows you to help and support your customers across Facebook and Twitter. Furthermore, Facebook private messages and tweets are automatically converted into tickets, so you can easily answer them from LiveAgent and have your fans and followers under control. All your replies will be sent as tweets or private messages.

Tickets are accessible from the “Universal Inbox”, a single place where you can find all the communications. Through the “Automated Tickets Distribution” feature, you make sure that each ticket is assigned to the correct agent or department. Live Agent’s reporting system provides detailed insights and data about your agents/departments performances, rating and analytics. Live Agent integrates with several CRMs, CMS, Email Marketing software and Project Management tools.

Pega CRM is a CRM software from Pegasystems that integrates sales, marketing, and customer support functions in a single solution. Pega CRM also offers end-to-end automation and a real-time artificial intelligence capability to guide customer insights.

Pega CRM provides tools to recognize and analyze customer behavior and to suggest the next best action for each customer. Furthermore, Pega CRM can acquire and connect customer conversations on multiple channels to anticipate and stimulate their journey.

Furthermore, Pega CRM is designed for very large companies that need to process high volumes of complex requests from customers. Finally, Pega CRM supports various integrations with Outlook, Gmail and other email service providers.