Blogs By Category: Customer Interaction

Customer Conversations: The Art of Being Polite

May 20 2013 | Author: Rob Walker
The problem with scripted conversations in the call center, or any other bi-directional channel, is that it largely ignores the customer on the other end of the line. Even if sophisticated analytics, one fiercely hopes, have been used to find a relevant o...
Posted In: CRM | Tags: Agility, Automate, CRM & Customer Experience, Customer Interaction, Efficiency

PegaWORLD 2010 to Welcome Chordiant Customers

May 20 2013 | Author: Alan Trefler
This year is moving at BPM speed! As I write this in the first week of April, 2010, PegaWORLD in Philadelphia is just a few short weeks away. Last week we received regulatory clearance for our acquisition of Chordiant. And, also this week, we were pleased...
Posted In: BPM, CRM | Tags: Agility, Automate, CRM & Customer Experience, Customer Interaction, Business Process Management, Transformation, Collaboration

BPM Go Live: Global Banking Giant uses SmartBPM to offer Dynamic and Personalized Service

May 20 2013 | Author: Alan Trefler
We just had a great go-live with one of world’s top global financial institutions.  We’re excited about this implementation because it so closely aligns with one of their key strategic objectives and leverages some of the unique capabilities of Smart...
Posted In: BPM | Tags: CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, BPM Methodology, Collaboration, banking, Go Lives

Sometimes More is Less. Lombardi to be Acquired by IBM.

May 20 2013 | Author: Alan Trefler
Yesterday we all heard about IBM’s announcement that it will be acquiring Lombardi Software. Few of us were surprised. While the BPM sector remains strong, the recession has been hard on venture-owned firms who must inevitably get sold if they can’t ...
Posted In: BPM | Tags: Customer Interaction, Efficiency, Business Process Management

BPM Go Live: Using BPM to Drive Real World Agility

Oct 26 2009 | Author: Alan Trefler
Recently, we had a project go-live with one of the world’s largest financial services organizations. Earlier this year, President Obama announced the Homeowner Affordability and Stability Plan to restructure or refinance mortgage loans to avoid foreclo...
Posted In: BPM, CRM | Tags: Automate, Customer Interaction, Efficiency, Business Process Management, Case Management, Go Lives, mortgage reform

BPM Go Live: BPM = Mission Critical Application

May 20 2013 | Author: Alan Trefler
We just had a go live with one of the leading regional healthcare providers in the U.S. This organization has been a great customer of ours over the years, and they recently migrated to our latest SmartBPM suite. This organization has continuously striv...
Posted In: BPM, CRM | Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, Case Management, Go Lives

BPM Go Live: Extending Legacy Apps Through Wrap & Renew

May 20 2013 | Author: Alan Trefler
This week, we had a go live with one of Europe’s largest telecommunications providers on a project that delivered greater efficiency to their contract billing account settlement. They are using BPM to integrate to their back-office billing solution to ...
Posted In: BPM, CRM | Tags: Automate, Customer Interaction, Efficiency, Business Process Management, BPM Methodology, Continuous Improvement, Go Lives, BRE

Why isn't there more BPM in the Contact Center?

May 20 2013 | Author: Don Schuerman
I met recently with a major US bank that has achieved some successful process deployments with a non-Pega BPM solution.  They have embraced a process-centric approach to development and are able to deliver rapid, iterative projects based on that BPM pl...
Posted In: BPM, CRM | Tags: CRM & Customer Experience, Customer Interaction

BPM Go Live: Managing New Business to Drive Better Customer Experience

May 20 2013 | Author: Alan Trefler
We just had a go live with one of the largest health plan administrators in the market. This project focused on managing new business as well as processing renewals from existing customers. Rules-driven BPM is a strong solution to manage new business be...
Posted In: BPM, CRM | Tags: Automate, CRM & Customer Experience, Customer Interaction, Efficiency, Business Process Management, Go Lives

BPM Go Live: Elevating BPM into a Core Enterprise App.

May 20 2013 | Author: Alan Trefler
We recently had a go live project for a retirement service automation project with one of the largest financial services and insurance firms in the U.S. This new system incorporated an inquiry solution which tracks defined benefits and contributions as we...
Tags: Automate, Customer Interaction, Efficiency, Business Process Management, Go Lives, Insurance

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