Pegasystems Announces Next-Generation Customer Experience Management Software

YORK – June 22, 2009

Pegasystems (NASDAQ: PEGA), the leader in
business process management (BPM) software solutions, today announced a series
of new, unique software capabilities to help companies interact with their
customers far more intelligently and efficiently than they could with
traditional customer relationship management (CRM) or Web portal technologies. 

part of a new release of its Customer Process Manager (CPM) solution
framework, Pegasystems added “adaptive intelligence” to dynamically capture and
remember customer behavior. The system learns from customers who call or
communicate requests and can proactively suggest the course of action to increase
the probability of customer satisfaction. 
In addition, customer experience managers can track and visually map key
“moments of truth,” the points at which long term loyalty is either achieved or

CPM enables organizations to lower the overall cost of service and grow market
share by automating many of the manual tasks that are currently taking place in
today’s customer service organizations. Additional innovations that Pegasystems
introduced include expanding knowledge management tools to bring the right
document, Web page or help file to the customer service representatives’ (CSRs)
desktop when it is needed, avoiding distracting and time consuming searches. 

today’s environment, rapid deployment is essential as companies respond to new customer
service improvement opportunities and government mandates. To help improve on
its already industry-leading speed of deployment, Pegasystems added accelerated
computer telephony integration (CTI) to enable core functionality in less than
one hour. The new release also features a real-time benefits calculator so that
companies can monitor and measure business benefits gained.

one of the early entrants in the business process management (BPM) tool market,
has a strong offering for organizations looking to automate customer service
processes,” wrote Natalie Petouhoff, Ph.D., Senior Analyst at Forrester
Research in the October 2008 report The Forrester Wave: Customer
Service Software Solutions, Q4 2008.  “Pegasystems'
strategy is to provide the process-centric CRM market with solutions and
methodologies that enable business agility and deliver significant gains in
growth, productivity, and retention.”        

“With this version of CPM, we continue to help
companies address their most important goals in these times — improving the
customer experience while reducing the cost of service,” said Amy Bethke,
senior director of customer process management solutions at Pegasystems.  “Because it’s based on Pegasystems' patented
Build for Change technology, the solution can dynamically adapt customer
processes based on the situation, customer criteria and persona, and business
goals, which ensure customers get the most effective level of service, and CSRs
attain higher productivity.”

For more information on the Pegasystems Customer
Process Manager solution, please visit the Pegasystems CRM solutions page.  Pegasystems will also be participating in the
2009 Forrester Customer Experience Forum, June 22 – 23, 2009 at the Grand Hyatt
in New York City, Booth #111.  

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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Joanna Richardson
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Jon Brigden
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Pegasystems Inc.
One Rogers St.
Cambridge, MA 02142
Phone +1 617-374-9600
Fax +1 617-374-9620