Pegasystems Enables Communications Service Providers to Deliver Better Customer Service

CAMBRIDGE, Mass. – June 15, 2011 Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today unveiled a new solution to help communications service providers (CSPs) drive down operational costs while simultaneously delivering superior customer service.  Pega Service Case Management for Communications™ complements existing service infrastructure to significantly reduce cycle times and costs in connection with a wide variety of complex customer requests.

As the market for communications services becomes increasingly competitive, customer service becomes a critical differentiator.  Customers increasingly demand that their communications service providers (CSPs) respond in any channel, and solve any issue the first time, regardless of product.  This solution, along with existing Pega Communications solutions for Order Management and Customer Relationship Management (CRM), enables CSPs to respond consistently to customer requests regardless of channel, improve the timeliness of their response, and reduce the cost of customer service operations without having to replace existing contact center desktops. 

The Pega solution’s dynamic case management capabilities combine with rich integration capabilities that allow CSPs to leverage and extend existing customer service systems.  This gives service providers an enhanced ability to manage and more efficiently resolve complex customer service cases across all channels and operational silos, including the back office.  Multi-channel support capabilities drive down case handling costs by allowing introduction of new channels, and improve the customer experience by allowing seamless cross-channel interaction and cross-functional coordination.  Real-time monitoring and reporting allows continuous improvement of operational efficiency and customer experiences by providing full visibility into business performance.  Service providers also gain improved visibility with proven predictive customer insight and adaptive decision support.  


Supporting Resources:

To see Pega’s communications and media offerings, visit:

To hear Tom Erskine, Director of Communications Industry Solutions at Pegasystems, speak on how service providers can leverage social media to improve customer service, network performance and their reputation, attend B/OSS Live! in Washington, D.C. on June 15 (register here). 


Quotes and Commentary:

Kate Legget, Senior Analyst, Forrester Research in “Forrester’s Best Practices Framework for Customer Service,” May 26, 2011

“Customers can engage with customer service agents across many channels, including traditional ones like phone, email, chat, and web self-service, and social channels like peer-to-peer discussion forums, Facebook, and Twitter. Communications service providers must align the communication channels they support with their brand and provide consistent customer service experiences across these channels. In addition, they must allow customers to start an interaction in one communication channel and continue it in another.”

Tom Erskine, Director of Communications Industry Solutions at Pegasystems

“Despite some recent efforts, CSPs are still struggling to become ‘easy to do business with.’  While customers want a consistent experience across channels and one-time resolution regardless of issue or product, CSPs still struggle with operational silos, legacy contact center desktops, and isolated channel solutions.  Pega’s Service Case Management solution creates a ‘single pipe’ where CSPs can capture and manage all service requests across all channels and systems, and drive fulfillment through all of their underlying operational systems.  This solution greatly improves their responsiveness, and also improves their agility in creating new service request types.”   

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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Lisa Pintchman Rogers
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+1 617-866-6022

North America:
Sean Audet
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+1 617-528-5230

Ilena Ryan
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Joanna Richardson
Director, Corporate Communications
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+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
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+44 (0) 118 9398 584

Pegasystems Inc.
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Cambridge, MA 02142
Phone +1 617-374-9600
Fax +1 617-374-9620