Pegasystems Raises the (Social and Mobile) Customer Service Bar

In its ongoing competition with IBM, Oracle, Microsoft Dynamics CRM, Moxie Software,, and KANA Software, Pegasystems (a.k.a., Pega), an upbeat provider of business process management (BPM) and customer relationship management (CRM) solutions, announced the latest version of its process-centric CRM solution. The latest release, Customer Process Manager (CPM) enables real-time collaboration amongst customers, the customer service representatives (CSRs), and supporting back-office teams across the enterprise.

In a nutshell, the new customer engagement hub release also leverages next-best-action predictive analytics to help improve customer service, retention, and profit, while newly enhanced social capabilities allow real-time collaboration and improved productivity across customer support functions. Pegasystems’ CPM offers the following advances and enhancements in more detail:

  • Personalized Real-time Suggestions and Offers—Customer engagement professionals can now benefit from Pegasystems’ Next-Best-Action Marketing solution (that came from the Chordiant acquisition in 2010). Predictive and adaptive analytics anticipate customer needs while the decision engine generates relevant offers at appropriate times. This capability can drive a significant increase in service satisfaction and offer acceptance rates.

  • Advanced Collaboration—New social collaboration functionality includes secure chat, team discussions, surveys, news, and alerts, all tailored for customer engagement for service and support. CSRs are thus better able to share ideas, documents, and best practices in real time, and can do so within a guided service process.

  • Guided Customer Service Desktop—CSR actions are intelligently guided by both the company’s interaction goals and the customer’s implicit and explicit intentions. Only the relevant and required information is retrieved and presented dynamically based on the context of each interaction. This capability should help to eliminate information overload, errors, and unnecessary manual tasks to increase CSR productivity and customer satisfaction.

  • Cross Channel Customer Service—Organizations can build and dynamically change support processes across multiple channels, including the Web and the traditional contact center. Pega CPM also enhances support for mobile and social channels, whereby customers can start their service request in one channel and move seamlessly to the next. Both customers and service representatives have broad visibility into the status and history of service requests across channels.

With these sophisticated customer service capabilities, Pega seems well poised to provide so-called process extenders for enterprise resource planning (ERP) products such as SAP.
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