Pegasystems Announces PegaCARD Customer Care for Improved and Differentiated Customer Service

CAMBRIDGE, Mass., Feb 3, 2003 — New Packaged Software Application based on Rules Delivers "Simply Smart" Business Process Management, Providing Card Issuers with Ability to Customize Service and Quickly Adapt to Changing Business Needs

Pegasystems Inc. (NASDAQ: PEGA), providers of rules-driven, simply smart Business Process Management (BPM) solutions, today announced the general availability of PegaCARD Customer Care, a scaleable, enterprise-wide customer service application for card issuing organizations. Pegasystems' packaged card product has been designed to deliver differentiated customer service and automation capabilities by integrating front- and back-office processes.

PegaCARD Customer Care is an evolution of Pegasystems' card services technology that includes solutions extending from customer service into collections, dispute and chargeback management, credit, fraud and correspondence management. Built on the company's patented rules architecture, PegaCARD Customer Care embeds best practices for consistent customer interactions. As a result, procedures can be readily modified to adapt to changing market conditions, providing card issuers with the flexibility and agility to help quickly implement new practices and processes, bring new services to market and extend to new portfolios, departments, or demographics.

Additionally, by integrating front- and back-office processes, PegaCARD Customer Care provides service representatives with a holistic view of a customer's account through an intuitive user interface, eliminating the need for multiple screens and systems, and helping service representatives to respond quickly, efficiently and accurately to a variety of customer service inquiries. PegaCARD Customer Care is part of the PegaCARD Services suite of products, and can be implemented out-of-the-box, or as part of an integrated solution.

Pegasystems' card technology is implemented in eight of the top 15 North American card issuers(1), as well as in two of the leading global card outsourcers. Leveraging 14 years of Pegasystems experience in delivering rules-driven customer service solutions to top-tier card issuers, PegaCARD Customer Care brings proven solutions to the broader marketplace. Its pre-configured workflows enable straight through processing for nearly 90% of service requests, including account and transaction inquiries, change of address requests and credit management.

"In today's highly competitive card market, if organizations miss an opportunity to provide superior service to customers while they're on the phone, customer loyalty is compromised," said Dan Murray, director of Consumer Credit Research, TowerGroup. "The customer relationship is only as good as the last phone call. It is critical for card issuing organizations to work with a vendor with significant expertise and a deep understanding of customer care that can provide a smart, easy to use solution that helps them resolve customer inquiries quickly and correctly."

"PegaCARD Customer Care can benefit organizations in a variety of ways," said Joseph Friscia, executive vice president, Applications Business, Pegasystems. "First, it can help increase productivity through automated processing and real-time fulfillment of service requests. Second, it can help increase revenue through its rules-driven, cross-sell and up-sell capabilities. And third, it can help increase customer retention and loyalty by personalized response and resolution of inquiries."

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, 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.

(1) Thomson Financial: "The Top 100 General-Purpose Credit Card Issuers," Card Industry Directory 2002 Edition, (C)2001, p.50.

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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