Pegasystems Announces New Merchant Dispute Management Solution

CAMBRIDGE, MA – November
19, 2009 –
Pegasystems Inc. (NASDAQ: PEGA), the
leader in Business Process Management (BPM) software solutions, today announced a new version of the company’s
industry-leading Smart Dispute framework. With over 60% of the
world’s credit card disputes volume currently handled by Pegasystems BPM
software, this new industry framework delivers Pegasystems’ powerful dispute
management capabilities to acquirers. 

Smart Dispute for
Acquirers is the first enterprise-class, global dispute management solution
that addresses the needs of acquirers, powered by Pegasystems’ award-winning SmartBPM® suite.  Smart Dispute for Acquirers provides
organizations with dynamic, rules-based workflows that enable differentiated
treatment of merchants and association schemes, ensuring compliance and proper
treatment of merchant preferences.  The
workflows also enable automatic resolution of basic disputes, enabling
organizations to focus resource efforts towards priority cases. Smart Dispute
for Acquirers also includes a merchant facing Web-portal, case status updates and
real-time merchant response to open cases.

/ Key Facts:

  • Rules-based process automation Reduces processing time
    by automating activities such chargeback and retrieval code validation,
    duplicate checks, timeliness validation, as well as automatic write-off of
    merchant liability.
  • End-to-end case management – Ensures timely completion of processing activities in
    line with guidelines dictated by card associations, local governments, and
    corporate policies.
  • Merchant Portal – Provides an
    online, Web-based portal where merchants can check status of disputes and
    respond to acquirer requests for information about the dispute.
  • Intent-led Dispute Resolution Advisor – An intuitive, intent-driven, review portal which advises
    the case manager on appropriate resolutions based on intelligence around
    association rules and other corporate policies.
  • Built-in internationalization capabilities – Enables the deployment of a single, global platform
    with regional specializations, including compliance rules, multi-language user
    screens, tailored correspondence, and multiple card schemes.
  • Packaged components built to be customized and extended –
    Delivers industry best practices and
    accelerates delivery time.
  • Documentation Generator – Automatically generates correspondence to merchants and
    card associations as necessary throughout the resolution process.
  • Accounting Module – Automatically
    manages sub-ledger accounting throughout the dispute process.


Tony Young, Director
of Financial Services Industry Solutions at Pegasystems:

“Over the past 23
years, Pegasystems has been providing significant value to the leading card issuers
in the world, helping them to automate processes and manage the customer
experience across product and regional differences.  During that time, acquirers have leveraged
the flexibility of the SmartBPM suite and Smart Dispute framework to meet their
needs.  We are thrilled to announce that
we now have a solution specifically developed for acquirers, enabling faster
time-to-market and improved operational efficiency.”

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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

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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

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
Phone +1 617-374-9600
Fax +1 617-374-9620