Pegasystems Adds Chat to Multi-Channel Contact Center Offering

CAMBRIDGE, MA – December
7, 2009 –
Pegasystems Inc., (NASDAQ: PEGA), the
leader in Business Process Management (BPM) software solutions, today announced the availability of PegaCHAT,
the industry’s first rules-driven cross-channel customer service Web chat. Part
of Pegasystems’ SmartBPM® multi-channel customer
service offerings, PegaCHAT uses underlying business rules and processes to do
what has not been previously possible: intelligently guide and resolve each
customer interaction consistently and accurately.

PegaCHAT enhances
Pegasystems’ multi-channel customer service offerings by transforming online
customer service from a static silo into a pro-active channel that is seamlessly
integrated into the entire service operation. 
Customer requests that begin in chat can be seamlessly continued and
completed in another channel, such as phone. The result is a superior
cross-channel experience for customers, no matter which channels they choose,
resulting in higher customer satisfaction and lower cost of service delivery.

PegaCHAT
takes customer interaction management to the next level. It moves beyond merely
providing agents with frequent sayings; instead it dynamically scripts a wide
variety of potential customer interaction paths.  Agents are guided through each interaction
with situation-specific dialog and tasks that enhance productivity, ensure
consistency, and dramatically improve the customer experience.

Highlights
/ Key Facts:

PegaCHAT
is designed to work with Pegasystems’ SmartBPM suite and the company’s Customer Process
Manager

(CPM) solution framework.  Key features
include:

  • An
    intelligently guided interaction experience, leveraging the full breadth and
    power of Pegasystems SmartBPM technology 
  • Efficient
    user interface that lets agents effectively manage simultaneous, concurrent
    interactions
  • Adaptive
    alerts to notify agents of incoming chat requests, and rules-based interaction
    routing
  • Automated
    chat transcripts and interaction audit trails that are available to agents in
    any channel
  • Thin-client
    architecture to accommodate all work models – global customer sites to
    work-at-home
  • Works
    with third-party chat servers to leverage existing IT infrastructure

 

Supporting
Quotes:

Neal Beliveau, Director
of Product Management, Customer Experience
Solutions at Pegasystems:

“For years the market
has been waiting for vendors to deliver on the promise of a fully-integrated
multi-channel contact center. Customers want to pick their channels of
communication and switch channels easily and without interruption.  Pegasystems has fulfilled that multi-channel
promise through the release of PegaCHAT, not only because of its Web-based
capabilities, but because it leverages the Pegasystems’ Build for Change
technology, incorporating the company’s industry-leading process management
capabilities with its top-notch customer service solutions.”

Michael
Maoz, Vice President, Gartner Research

“Consumers
are looking to communicate to the companies they do business with across an
increasing range, and mix, of channels. Customers expect multiple communication
options, but also expect consistency as they move from one channel to another.
Customer service organizations struggle to maintain consistent contact with the
customers and maintain interaction history across all of those channels. Chat,
Twitter, and text messaging have become commonplace, and while many have added
chat to their customer service channels, in most cases these interactions
remain in a silo. Innovative organizations that can bridge these gaps with
effective multi-channel support stand to win a significant competitive
advantage and increased loyalty.”

Supporting
resources:

PegaCHAT Data Sheet

 

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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 www.pega.com.

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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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Media Contacts

Lisa Pintchman Rogers
VP, Corporate Communications
[email protected]
+1 617-866-6022

North America:
Sean Audet
Director, Corporate Communications
[email protected]
+1 617-528-5230

Ilena Ryan
Sr. Manager, Public Relations
[email protected]
+1 617-866-6722

Europe:
Joanna Richardson
Director, Corporate Communications
[email protected]
+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
[email protected]
+44 (0) 118 9398 584

Pegasystems Inc.
One Rogers St.
Cambridge, MA 02142
U.S.A.
Phone +1 617-374-9600
Fax +1 617-374-9620