Credit Suisse Adopts Pegasystems' Rules-Based eCRM Solution

CAMBRIDGE, Mass., Sept. 11, 2000 — Solution Enables Credit Suisse to Offer Multi-language Customer Service and Payments Investigations

Pegasystems Inc. (NASDAQ: PEGA), a leading provider of rules-based, Internet-architected electronic Customer Relationship Management (eCRM) software and solutions, today announced that Credit Suisse, a business unit of Credit Suisse Group (SWX: CSGN), is using its technology to automate the processing of payments investigations and associated customer service requests throughout Switzerland.

The Pegasystems solution is being deployed across Credit Suisse sites in Zurich, Geneva, Berne and Mendrissio. Up to 550 staff across these four centers will have access to the Pegasystems' software and will use it to review payment transactions, initiate and resolve investigations if discrepancies arise, and report back to customers on the status of their inquiries. Pegasystems' patented rules engine has enabled Credit Suisse Investigators capabilities that allow automatically generated customer correspondence in four languages.

"The Pegasystems rules-based technology will enable us to improve the quality and efficiency of our customer service — and ensure that service is delivered consistently across all channels, soon to include the Web," said Markus Moll, Member of Senior Management, Credit Suisse. "Pegasystems' enabling technology supports our commitment to delivering the best service and advice to our customers. The Pegasystems' solution will allow us to achieve our operational and service-level goals."

In the next phase of the project, the Pegasystems' solution will be rolled out to Credit Suisse's branches, enabling branch office staff to enter and inquire about the status of investigations via a corporate Intranet using standard browsers. Implemented within an open, scalable Sun Microsystems' UNIX environment, the solution will interface to Credit Suisse's existing back-end banking systems, and will be integrated with the bank's e-mail and SWIFT networks.

"Credit Suisse recognizes the importance of quality and consistent service," said David Wells, Vice President--Managing Director, North American and European Service, Pegasystems. "There is real convergence taking place across the bank's business. Customers are looking for innovative information channels, such as Web self-service, and seamless service that supports those channels. Credit Suisse's investment in this solution will not only deliver a real competitive advantage to Credit Suisse, but will also provide a firm foundation to support both current and emerging channels."

Pegasystems' payment solutions incorporate 17 years of payments investigations experience, allowing banks to significantly reduce costs and bid competitively for payment services. These solutions enable banks to differentiate their cash management products through superior service delivery, an important factor in a CRM strategy for attracting and retaining corporate and correspondent banking clients.

About Credit Suisse

Credit Suisse is a business unit of the Credit Suisse Group, one of the world's leading financial services groups. Credit Suisse serves corporate and private customers in Switzerland through a multi-channel strategy and an efficient branch network covering all major locations. Thanks to an innovative range of products and services, especially in e-banking, it ranks among the market leaders in its segment.

Forward-Looking Statements

Certain statements contained in this press release may be construed as "forward-looking statements" as defined in the Private Securities Litigation Reform Act of 1995. These statements involve various risks and uncertainties which could cause the Company's actual results to differ from those expressed in such forward-looking statements. These risks and uncertainties include the impact of pending litigation and regulatory proceedings, material weaknesses in the Company's financial control environment, difficulty in predicting the completion of product implementations and consequently the timing of revenue recognition, the inability to attract and retain key employees, reliance on key third-party relationships, management of the Company's growth and other risks and uncertainties. Further information regarding these and other factors which could cause the Company's actual results to differ materially from any forward-looking statements contained in this press release is contained in the Company's 1999 annual report on Form 10-K/A on file with the Securities and Exchange Commission.

About Pegasystems

Pegasystems (NASDAQ: PEGA) develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use, and global scale. For more information, please visit us at

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The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.


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