When legacy CRM is not enough

Optimizing the Customer Experience

Pegasystems' revolutionary build for change technology helps organizations to positively transform customer experience across all channels and customer touch points. Pegasystems empowers companies to attain an entirely new level of service excellence. Built on Pegasystems' SmartBPM® Suite, Pegasystems' customer relationship management solution include Customer Process Manager™ for multichannel customer service desktops, and a variety of customer service frameworks for healthcare, insurance, and financial services.

The Pegasystems approach helps organizations move beyond outdated CRM to focus on customer needs and intentions consistently across all service channels. Because it is SmartBPM-based, it can also work with existing CRM assets to wrap and renew them, helping to automate back-end processes and fulfill customer requests with its underlying collaborative enterprise case management capability. Both customers and service representatives appreciate having the right information at the right time rather than cluttered data-heavy screens, as well as personalized decision support to help guide interactions to a successful conclusion.

With Pegasystems, managers can measure performance against high level business objectives as well as specific interaction goals. They can also dynamically track key performance indicators, and easily configure and extend the solution to meet new challenges and opportunities. Most importantly, by predicting and anticipating the best next step in any given customer interaction, Pegasystems helps drive down costs, increase first-call resolution, accelerate handle times while increasing net promoter scores and new customer acquisition.