Using Pega Workforce Intelligence, you are able to build an added layer of intelligence on CRM that helps find opportunities for improvement in how people, processes and technology work together.
Workforce Intelligence is part of the Pega Robotics suite, which includes Robotic Process Automation and Robotic Desktop Automation. This technology approach helps our customers unify Pega Workforce Intelligence with the existing Pega CRM applications.
The goal is to use AI and robotic automation to help businesses uncover hidden patterns of inefficiency by analyzing millions of actions taken every day on every desktop from any application so they can improve productivity and "coach new behaviors that boost the bottom line." “There’s no other CRM solution that combines workforce intelligence directly within CRM applications.1 Workforce intelligence on its own tells you where your inefficiencies lie in the way your organization works. But now when you layer that information with the performance data in CRM applications – such as customer service representatives with the best Net Promoter score, or salespeople who generate the biggest sales pipeline – you can start to understand why you are seeing success (or not seeing success) in certain areas."