Pegasystems Expands BPM and CRM offering for Communications and Media Market

CAMBRIDGE, Mass. – June 8, 2010Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) software solutions, today announced it is expanding its capabilities for the Communications and Media market with its new Communications Foundation, based on its SmartBPM® solution.

Solution Offering

Pegasystems’ Communications Foundation creates a compelling new way for Communications Service Providers of all types – Wireless, Cable, Wireline, Broadband, Convergent, and xVNO – to significantly accelerate the development of powerful applications. It provides users with a pre-built, industry-standard data model that can be immediately leveraged as they model business processes and policies to create applications with Pegasystems’ SmartBPM.

Based on the TM Forum Frameworx, the Communications Foundation solution accelerates development time by providing an immediately usable library of pre-defined data elements and relationships between elements. The Foundation provides coverage of a wide range of Communications Service Provider business functions, modeling market, sales, customer, product, service, and resource data elements.

In addition to accelerating the development of SmartBPM applications, the Foundation will also improve overall application quality by taking advantage of Pegasystems best practices for the development of a Communications-specific data model, and reduce integration time to other TM Forum Frameworx-compliant applications. Upon implementing the Communications Foundation, Communications Service Providers can immediately begin extending and customizing it to meet their specific needs, and data models.

Industry Expertise

The company also announced that it has appointed Tom Erskine to lead its industry solutions team in the Communications and Media market. A 15-year veteran of the communications industry, Erskine was previously Vice President of Market Strategy for Convergys, where he provided market direction for the company’s billing and operational support software portfolio. He began his career in communications with BCGI, where he helped design and build its market-leading real-time billing solution. He holds several US and international patents issued for innovations in the communications software industry.

SmartBPM and Communications Foundation Framework Highlights / Key Facts:

Business Driven – Service providers can drastically accelerate their time-to-market for new solutions by capturing business objectives directly into the product using standard productivity tools like Visio and Excel.

Unified and Seamless Environment – Service providers can accurately model and quickly change complex business processes like order management, incident management and customer care, as policies and procedures are combined within a single system.

Predictive guidance to anticipate customer needs – Service providers can take a new approach to delivering a superior customer experience, focusing on process instead of data, and matching the customer intent and business intent at the moment of interaction.

Tailored offerings – Service providers can specialize work based on any criteria, allowing for delivery of a consistent customer experience while also adapting to the reality of multiple markets, multiple customer segments, and multiple underlying legacy systems.

Industry Standard Data Model – Service providers can use existing industry standards to model data within their environment, reducing integration time to external systems, and leveraging industry best-practices.

Supporting Quotes:

Alan Trefler, Founder and CEO, Pegasystems:

"Communications Service Providers are not alone in their efforts to improve agility, operational efficiency, and deliver a superior customer experience. As the recognized leader in Business Process Management and process-centric customer care, Pegasystems is excited about the opportunity to bring verticalized solutions to this market similar to those that we bring today to several hundred of the world’s largest companies."

Tom Erskine, Director of Communications Industry Solutions at Pegasystems:

"Today communications service providers are presented with tremendous opportunity to play a huge role in the connected world of the future, but to succeed they've got to find ways to more quickly deliver applications that improve the customer experience and improve operating efficiency. SmartBPM and the Communications Foundation represent a new approach that will allow the technology organization to collaborate with the business to more rapidly deliver solutions, while leveraging legacy assets."

Supporting Resources:

For more information on the Communications Foundation solution, visit:

Pegasystems has also published a whitepaper, titled, "Increasing Business Agility and Fostering Innovation for Communications Service Providers," which highlights the need for CSPs to differentiate themselves in order to avoid being an OSS, BSS and CRM chokepoint. The whitepaper highlights a Pegasystems customer, a tier one CSP, which created a unique white-label service offering to sell through multiple online and physical branded distribution partners. To download the full whitepaper, go to

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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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