Pegasystems Announces PegaCARECHAIN; Robust Complaint-Management Software Built to Increase Customer Retention and Promote Customer Satisfaction

CAMBRIDGE, Mass., Mar 18, 2002 — Pegasystems Inc. (NASDAQ: PEGA) today announced PegaCARECHAIN, a comprehensive complaint-management solution focused on customer retention, satisfaction, and problem resolution for customer-centric organizations. With over 19 years of experience in business-process automation, Pegasystems understands the necessity of managing the customer lifecycle, and is poised to emerge at the forefront of complaint management with PegaCARECHAIN.

PegaCARECHAIN is an enterprise-wide complaint-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.

PegaCARECHAIN can help benefit organizations in several ways, including:

  • Helping improve customer retention. PegaCARECHAIN helps manage complaints by level of importance, to assist in meeting Service-Level Agreements. Pegasystems' business-rules hierarchy promotes an organization's best practices for customer care, and helps identify the root cause of complaints to enable proactive problem resolution.
  • Helping reduce market damage. PegaCARECHAIN is designed to provide quality-management reporting to help drive process improvement, and help enable organizations to understand customer expectations through multi-channel communications.
  • Helping mitigate the risk of litigation. PegaCARECHAIN helps automatically notify legal staff of pending complaints, enabling faster root-cause analysis and remediation.
  • Helping reduce customer returns through detailed analyses in a retail environment. PegaCARECHAIN's reporting capabilities help provide management with insight into product and service quality, augmenting the retail link to include suppliers and buyers and assist with assigning accountability and associated costs where they belong.

"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 Emmanuel Sodbinow, senior consultant/analyst with the Patricia Seybold Group. "Effective complaint management is not just about correcting what has already happened. It is also about 1) ensuring that similar things can't happen again, and 2) incorporating lessons learned into the next generation of products and services to eliminate the very reasons for some of the complaints that were made in the first place."

"With PegaCARECHAIN, Pegasystems demonstrates that it understands that successful complaint management and resolution goes beyond just tracking and processing complaints," said Robert Mirani, director of Customer Relationship Management Strategies Planning Service, The Yankee Group. "Effective response, management, resolution, and prevention of customer complaints are imperative to retaining customers for life, and are vital to an integrated CRM strategy."

"Many existing complaint-management systems only track and record customer complaints, and do not apply best-practice business rules to automate and process customer complaints consistently. In addition, complaints that can arise across geographies or throughout multiple contact channels cannot be consolidated to obtain a complete and holistic view of customer dissatisfaction," said Marcia Carter, director, Product Management, Pegasystems. "PegaCARECHAIN can bridge the gaps that currently exist between the retailer, its suppliers, its customers, and its employees; and may result in increased customer loyalty and efficient and effective remediation — and, ultimately, can help translate into a return on investment."

PegaCARECHAIN can integrate with the Pegasystems Customer Service and Support (CSS) suite of products, or integrate with an organization's existing CSS solution.

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, 2001 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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