New Pega Customer Process Manager Uses Smart BPM to Make Process-Driven Customer Service a Reality

Pegasystems Inc. (NASDAQ: PEGA), a leading provider of smart, rules-based business process management (BPM) software, today announced Pega Customer Process Manager, a BPM application for contact centers designed to help reduce servicing costs and provide customer satisfaction through a process-driven approach that helps to quickly and successfully resolve customer issues at the point of contact.

Leveraging Pegasystems' extensive heritage of delivering 'smart' systems for both the front- and back-office, and driven by the powerful, patented rules engine technology of the PegaRULES Process Commander V4 platform announced today, Pega Customer Process Manager is a cornerstone of Pegasystems' comprehensive enterprise suite of Java and XML-based horizontal and vertical BPM solutions.

A multi-channel, process-oriented contact center application, Pega Customer Process Manager features packaged business processes and rules that automate complex service requests by integrating with, and driving value from, back-end systems in real-time. Its built-in intelligence helps optimize customer interactions - automatically queuing business processes based on an organization's policies as well as anticipated customer requests. Sophisticated cross-sell and up-sell capabilities provide the ability to present customers with a variety of appropriate offers and opportunities.

Pega Customer Process Manager intelligently guides customer service representatives (CSRs) through interactions to provide a consistent yet personalized customer experience. Through automated workflows directly integrated with legacy and back-end systems in real-time, CSRs can resolve customers' issues without transferring them, placing them on hold, calling them back or passing the service fulfillment to the back office. Comprehensive scripting and dialog management make service consistent across departments, and significantly reduce training for new users.

"For too long we've simply dropped data from unrelated back-end systems onto screens and expected customer service representatives to make sense of it. Then we complain because they're not efficient enough," said Michael Maoz, vice president, Gartner, Inc. "The need for intelligent processes is paramount. Process improvement can fill the yawning gap that exists between the promise of quality customer service and the actual delivery of it, eliminating that gray area where time and money are lost."

Intelligently linking services and systems

Contrary to most other contact center solutions, there is no need to replicate data with Pega Customer Process Manager. Instead, the application has an open architecture, with pre-configured customer service best-practice business processes/workflows, rules, data models and interfaces that enable efficient legacy system integration and help speed time to market.

A browser-based application, Pega Customer Process Manager is built on Pegasystems' patented Java and XML-based rules engine technology and enables business users to customize and create workflows through easy-to-use tools such as Microsoft Visio. It also includes features for managing interactions, managing opportunities, servicing requests, monitoring quality, cross-selling and up-selling.

    Among Pega Customer Process Manager's key features are:

    --  an interaction driver that automatically anticipates which
        workflows CSRs need and queues them up;

    --  smart scripting that understands CSRs' progress through a task
        and anticipates the next action required;

    --  a browser-based user interface that dynamically presents
        information relevant to the customer and the CSR's experience
        level within the context of the interaction;

    --  "one-and-done" processing that automates the tasks associated
        with service fulfillment;

    --  relationship mapping and value-based servicing capabilities
        that support tiered servicing based on customer value;

    --  integrated campaign set-up and tracking capabilities for
        managing opportunities and assessing campaign effectiveness;

    --  intelligent cross- and up-sell features, such as Smart Offer,
        that enable personalized sales campaigns;

    --  real-time analytics, monitoring and reporting tools for making
        immediate, actionable business decisions; and

    --  integrated, multi-channel capabilities for managing telephone,
        email, and Web-based service interactions.

"We have customers who know that investing a few seconds at the point of contact can save them minutes in back-office processing, cutting their total service costs by as much as 50 percent, " said Pegasystems chairman and CEO, Alan Trefler. "Counting your milliseconds while you're wasting your minutes is just foolish. With our smart BPM approach to customer service, we can automate resolution and fulfillment of customer issues for one-call resolution and provide intelligent guided processing for the CSR to deliver personalized, complete service."

Platforms and availability

Pega Customer Process Manager will be available next week through Pegasystems. The application runs on Windows, Solaris, Linux, AIX and mainframe platforms, and the Oracle, Microsoft SQL and IBM DB2 databases. Contact Pegasystems for pricing information.

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. The words "believe," "expect," "hope," "anticipate," "plan" and similar expressions identify forward-looking statements, which speak only as of the date the statement was made. The company does not undertake and specifically disclaims any obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. These statements are based on current expectations and assumptions and 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 impact of pending regulatory proceedings, 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 Quarterly Report on Form 10Q for the quarter ended September 30, 2003 on file with the Securities and Exchange Commission. Investors are cautioned not to place undue reliance on such forward-looking statements and there are no assurances that the matters contained in such statements will be achieved.

NOTE: Pegasystems is a registered trademark of Pegasystems Inc. Other product and company names may be trademarks of their respective owners.

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

All trademarks are the property of their respective owners.

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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