The solution: Channel-less engagement with a single pane of glass

Virtusa enables a shift from channel-based interactions to unified, intelligent engagement ecosystems. With Pega Customer Service™ and composable architectures, we design single-pane-of-glass experiences that bring together context, decisioning, and execution across both sales and service.

Our through the glass approach reimagines engagement across four interconnected layers:

On the glass — Agent empowerment
We equip agents with a unified workspace that brings together systems and channels into a single view. With real-time context and AI-assisted recommendations, agents can resolve issues faster and more consistently, elevating every interaction.
Off the glass — Intelligent deflection
We reduce operational cost while improving customer experience through self-service and virtual assistants, supported by smart routing and channel deflection. Seamless transitions between digital and human support ensure continuity without friction.
Under the glass — Connected execution
Every interaction is tied to execution. Work is persisted and orchestrated across systems, linking front-office engagement with back-office processes and enabling a transparent, trackable case lifecycle.
From the glass — Proactive service
We enable organizations to move from reactive to proactive engagement using event-driven triggers, predictive interventions, and outreach based on customer risk and opportunity.

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