Pegasystems Enables Communications Services Providers to Bring New Business Services to Market Faster

CAMBRIDGE, Mass. – October 26, 2010Pegasystems Inc. (NASDAQ: PEGA), the leader in business process management (BPM) and a leading provider of customer relationship management (CRM) solutions, today unveiled a new solution that enables communications service providers to improve their time to market for business services and improve customer satisfaction among business customers.  The Order Management Solution allows providers to rapidly define and deploy complex business bundles, including next-generation cloud computing solutions, and streamline the fulfillment of those bundles across multiple internal and external delivery platforms.

The business market represents a significant opportunity for communications service providers to grow by delivering compelling new bundles that incorporate connectivity, managed services, and hosted software solutions.  However, to take advantage of the opportunity, providers must differentiate themselves from existing and next-generation competitors with compelling offers, and establish themselves as trusted providers through the delivery of superior customer experience.  Today, their ordering processes represent a key stumbling block to achieving these goals.  Business order complexity slows new product launches, delays fulfillment, and creates a need for manual and error-prone processes that degrade the post-sale customer experience. 

The Order Management Solution, built on Pega’s market-leading SmartBPM® technology, provides out-of-the-box product definition, decomposition, and fulfillment functionality that service providers can rapidly customize to meet their specific business needs.  This combination of out-of-the-box functionality coupled with comprehensive BPM platform will allow service providers to:

Rapidly target new customer segments by industry vertical, business size, geography, etc.  Service providers can use Pega’s built in specialization and re-use capabilities to rapidly define new services, products and bundles, including service/product fulfillment processes and dependencies between different service offerings.

Improve the business customer experience in the first 60 days.  Research indicates that the first 60 days are the most critical time in the customer relationship, and the time when the customer is most likely to purchase additional services.  The solution provides orchestration of the entire ordering process, including the customization, ad-hoc requests, and complex human-centric processes associated with business order fulfillment.  Additionally, the solution provides full visibility across all underlying service orders. The result is better, more consistent, error-free fulfillment, better customer communication, and an improved customer experience.

Reduce operational costs using case-based work automation.  Service providers can streamline internal processes to significantly reduce ordering costs, and use real-time management dashboards to provide business insight and continuous improvement.

Deliver a consistent user experience across all channels including self-service.  The solution allows service providers to meet customer demand for self-service and lower the cost of serving business customers by providing web-friendly user interfaces, order validation capability, and consistent treatment of orders regardless of inbound channel or inbound format.

Wrap and renew existing systems to deliver new bundled services.  Rich integration capability allows service providers to leverage and extend existing legacy systems for service delivery, network provisioning, inventory management, and other existing operational support (OSS) and business support (BSS) functions.

Supporting Quote:

Peter Hall, Principal Analyst at Ovum:

"There is a great interest from service providers in delivering new value added services to a cloud computing model, but this means that they will need to be much smarter with their provisioning processes with a move to on-demand and self-service provisioning."


Tom Erskine, Director, Communications and Media Industry Solutions, Pegasystems:

"To meet the ongoing challenge in service provisioning and take advantage of the growing opportunities in cloud-based services, communication service providers must increase their operational agility and improve the overall customer experience.  Providers that can successfully address these pressing challenges and exciting opportunities will drive more profits and achieve higher customer satisfaction rates."


Supporting Resources:

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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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