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Pega Customer Decision Hub Product Overview

Suggest edit Updated on August 18, 2021

Organizations looking to make a significant impact on the customer experience and to drive an effective return on marketing investment are turning to a next-best-action approach to customer engagement. Pega Customer Decision Hub uses decision management and analytics to determine the right action for every customer and provides customers with the right message, at the right time, in the right channel.

Built for users responsible for managing inbound and outbound customer communications and experiences across paid and owned channels, the solution delivers on this vision through a unique combination of engagement strategies and marketing operations capabilities that leverage predictive and adaptive analytics, real-time decisioning, and business process management. The Pega Customer Decision Hub solution dynamically manages multichannel conversations through the entire customer life cycle, from action design to action fulfillment.

You can easily implement Pega Customer Decision Hub for different industries, such as communications, financial services, healthcare, and insurance by using accelerators and other components from Pega.

Pega Customer Decision Hub for communications providers

Telephone companies and communication service providers can benefit hugely from the next-best-action approach to customer engagement. To address the challenges specific to the subscription-based communications businesses, Pega Customer Decision Hub provides dedicated applications, accelerators, and components.

Communications Customer Analytical Data Model
The communications customer analytical data model in the form of an extended Customer Analytics Record (xCAR) is a multilevel, structured record of the customer data in a format that is optimized for performance, real-time analytics, and one-to-one marketing. The xCAR provides a basis for faster, more accurate business decisions and for more attractive offers that are better tailored to the customers' needs.
Pega Next-Best-Action Advisor
This application uses Pega Customer Decision Hub to guide interactions in agent-assisted channels through a constant stream of next-best-action recommendations. Pega Next-Best-Action Advisor helps agents pivot from selling, through serving, to retaining based on each customer’s unique situation. Pega Next-Best-Action Advisor is part of the Pega Customer Relationship Management suite.
Pega Next-Best-Action Advisor connector for Pega Customer Decision Hub
The connector integrates Pega Customer Decision Hub with Pega Next-Best-Action Advisor. This component is required if you want to use your Pega Customer Decision Hub application with Pega Next-Best-Action Advisor, Pega Customer Service for Communications, or both.
Next-Best-Action Designer Template for Pega Next-Best-Action Advisor
The Next-Best-Action Designer template defines a standard configuration to accelerate your implementation of Pega Next-Best-Action Advisor with Pega Customer Decision Hub. The template includes a typical communications-based hierarchy of groups and issues and engagement policies that you can customize to ensure that your customers receive the right actions in a timely manner. The template was designed by using the knowledge and experience gained from successful implementations of Pega Customer Decision Hub in agent-assisted channels for communications providers.

Pega Customer Decision Hub for financial services

Financial services institutions can increase the potential of their Pega Customer Decision Hub implementations by using the best-practice assets and data model specifically developed for the financial services industry.

Financial Services Customer Analytical Data Model
This component holds the data model for financial services in the form of an extended Customer Analytics Record (xCAR) that includes data entities and attributes to support banking use cases.
Next-Best-Action Designer Template for Retail Banking
Next-Best-Action Designer template defines a standard configuration to accelerate your implementation of Next-Best-Action Designer and Pega Customer Decision Hub in retail banking.

Pega Customer Decision Hub for healthcare

Accelerate your Pega Customer Decision Hub implementation for healthcare services with a proven healthcare data model and a template for typical industry configurations of Next-Best-Action Designer that provides the recommended business structure, engagement policy, arbitration, and channel settings.

Healthcare Customer Analytical Data Model
This component holds the healthcare customer analytical data model (xCAR) that includes data entities and attributes to support healthcare use cases.
Next-Best-Action Designer Template for Healthcare
The Next-Best-Action Designer template defines a standard configuration to accelerate your implementation of Next-Best-Action Designer and Pega Customer Decision Hub for healthcare services.

Pega Customer Decision Hub for insurance

Jumpstart your implementation of Pega Customer Decision Hub for the insurance industry by using the insurance data model and a template for typical industry configurations of Next-Best-Action Designer.

Insurance Customer Analytical Data Model
This component holds the insurance customer analytical data model (xCAR) that includes data entities and attributes to support insurance use cases.
Next-Best-Action Designer Template for Insurance
The Next-Best-Action Designer template defines a standard configuration to accelerate your implementation of Next-Best-Action Designer and Pega Customer Decision Hub for insurance services.
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