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Shared Services Connected Limited leverages Pegasystems to revolutionise the contact centre journey for government employees

Shared Services Connected Limited (SSCL) today announces the launch of a new workforce tool, Service+ powered by Pega Customer Service™, which will enhance the experience of government employees by creating a streamlined process to track, manage and resolve workplace queries.

The new tool, designed in collaboration with SSCL’s frontline contact centre agents, will deliver an improved customer journey to government employees across a number of large government departments and organisations, with a central platform to manage their queries.

Through Service+, SSCL agents have full visibility of the entire lifecycle of a query, enabling them to resolve cases much faster and with more accuracy. They will also be able to tailor the customer experience to specific government functions and roles. At the same time government employees will be able to use Service+ to track their query, giving them greater visibility of the process.

Service+ is currently live for HR & payroll, finance, recruitment and contact centre queries.  Later this year it will roll out more widely enabling its use for all salary and order to cash customer queries.

Matt Hurley, Director of Service Strategy and Innovation at SSCL, said: “We know it can be frustrating for employees to be passed between different contacts to resolve their queries, especially since information can get lost between departments. By implementing a more consistent and standardised approach to all inbound queries through Service+, we’re providing contact centre agents with a clearer picture of each individual’s circumstances – irrespective of the department processing it. Not only will this help streamline internal processes for agents, but it will improve the experience for government employees.”


Kieran Tarrant, Vice President, Sales – UK & Ireland, at Pegasystems, added: “Customer expectations are rapidly evolving and creating new business challenges as a result. We collaborated with SSCL to help successfully deliver Service+ and are excited to already see positive results from the integration, such as better measurement of KPIs and root causes of initial contact, as well as helping enable a consistent / standardised approach to inbound queries.”