Patricia Seybold Group Reviews PegaCARECHAIN; a Leading Analyst Firm Recognizes Pegasystems' Complaint and Quality Management System

CAMBRIDGE, Mass., May 2, 2002 — Pegasystems Inc. (NASDAQ: PEGA), a leader in rules-driven, business process automation software, was recently recognized by the Patricia Seybold Group in a product review of PegaCARECHAIN, the company's new complaint and quality management system. In the report, the Patricia Seybold Group notes that Pegasystems is "poised to move workflow squarely into the arena of customer support." The report, entitled "Pegasystems' PegaCARECHAIN Complaint Management System: Pegasystems Aims to Put the Customer Back in CRM," is available on Pegasystems' Website at

"PegaCARECHAIN is a technologically-sophisticated product that is capable of giving users all the information they could possibly want in order to make effective business and strategic decisions," said the Patricia Seybold Group. "PegaCARECHAIN is directed toward helping a customer solve a problem rather than helping a company sell more product."

The report focuses on complaint management and prevention, two areas that most organizations are looking to improve as they are directly tied to helping to achieve noticeable gains in customer satisfaction and retention. According to the report, effective complaint management is more than resolving complaints and managing resulting lawsuits. It is also about decreasing the risk so that similar complaints do not repeat and the importance of incorporating the resulting lessons learned into the next generation of products and services. With PegaCARECHAIN, organizations can manage this evolving paradigm and make the customer an integral component of a successful CRM strategy.

"We are very pleased to have been reviewed by the Patricia Seybold Group," said Samir Gulati, vice president of Global Marketing, Pegasystems. "PegaCARECHAIN exemplifies our business philosophy of creating products to help organizations manage the customer lifecycle, and recognition from the Patricia Seybold Group is a significant milestone as we continue to market PegaCARECHAIN."

PegaCARECHAIN is an enterprise-wide complaint and quality management system that delivers out-of-the-box functionality designed to provide a high level of customer care. It leverages a company's own best practice business rules for complaint classification, processing and efficient remediation. It is designed to allow a business to receive customer complaints across multiple channels of communication, deliver best business practice remediation, determine and report on the root cause of the complaint and process and monitor the entire interaction to help build customer loyalty, satisfaction and retention.

For 19 years, Pegasystems has been at the forefront of the development and application of business rules technology. Leading customers in financial services, healthcare and insurance, such as Bank of America, N.A., Chase Manhattan Bank, N.A., Blue Cross Blue Shield of Massachusetts, and Blue Cross Blue Shield of Georgia have turned to Pegasystems' rules-driven process automation solutions to enhance their CRM strategies.

Pegasystems will be debuting PegaCARECHAIN in Booth #2 at the National Retail Federation's CRMretail, the Customer Relationship Management Conference at the Marriott Waterfront in Baltimore, Maryland, May 2nd–3rd, 2002.

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. Also, the statements of the Patricia Seybold Group are the opinions of the Patricia Seybold Group only, and do not constitute the opinion of the Company. 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 March 31, 2002 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.

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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