This white paper discusses how Pegasystems’ SmartBPO, based on its awardwinning BPM platform, has revolutionized the provisioning of BPO services for providers and their customers. This paper introduces six technology advantages that are unique to Pegasystems.

Find out why Pegasystems is named a “resounding leader” in The Forrester Wave: Business Rules Platforms, Q2 2008!

Pegasystems’ newest release of its award-winning Build for Change® technology includes a collection of innovative, industry-first capabilities designed to engage business users, accelerate time to market, and expedite global deployment.

One of the nation’s largest credit card issuers discovered, as its business grew, that its manual, paper-based and labor intensive dispute-management process was beginning to get in the way of continued revenue growth and profitability as day-to-day operations were inefficient and lacked overall control and consistency. Partnering with Pegasystems, the financial institution has created a solution using Business Process Management (BPM) that allows the company to once again direct its efforts toward growth. Pegasystems’ SmartBPM® Servicing Backbone streamlines the organization’s dispute-management operation and helps create an efficient and scalable customer-support function that can grow to meet the foreseeable demands of the future.

Fraud, money laundering and other risk events still pose huge threats to financial institutions, but processing information about potential fraudulent activity is a mammoth task. Detection systems have been developed to target individual activities such as money laundering, illegal wire transfers or credit card fraud, but the process of managing the alerts generated by these systems is still inefficient. What is required is a single, centralized and automated case management and investigation capability which is able to take and manage feeds and inputs from disparate, specialized detection engines. This article looks at strategies for managing and identifying risk data, and at the value of automation.

Fraud, money laundering and other risk events still pose huge threats to financial institutions, but processing information about potential fraudulent activity is a mammoth task. Detection systems have been developed to target individual activities such as money laundering, illegal wire transfers or credit card fraud, but the process of managing the alerts generated by these systems is still inefficient. What is required is a single, centralized and automated case management and investigation capability which is able to take and manage feeds and inputs from disparate, specialized detection engines. This article looks at strategies for managing and identifying risk data, and at the value of automation.

TD Financial Group’s Visa card business had grown its portfolio of accounts by 50% in recent years and had planned to continue aggressive growth. Management was convinced that service excellence was the key to success in this highly commoditized business, but TD Visa’s service operation was in no position to grow with the business. TD Visa decided to address their legacy infrastructure issues with a complete system overhaul. Pegasystems’ PegaRULES Process Commander was selected as the BPM technology to provide a full servicing backbone solution. The solution increased one-touch service resolution by 30%, driving increased customer satisfaction. In addition the average resolution time for disputes routed to back-office personnel was reduced by over 70%.

Pegasystems has dramatically improved its leadership position in the 2007 release of the highly influential Gartner BPMS MQ. Pegasystems' unique capabilities allow it to offer organizations unprecedented agility especially when addressing frequently changing local contexts and circumstances that must be managed globally...