Pegasystems Helps Communications Service Providers Transform Customer Service

CAMBRIDGE, Mass. – October 24, 2011 – Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced a new solution to further extend its customer relationship management (CRM) offerings in the communications and media markets.  Pega’s new unified desktop solution for communications service providers drives superior, consistent customer service across all products and geographies.  It also delivers significant operational efficiencies and cost savings.

This new solution, to be demonstrated at 4G World at McCormick Place in Chicago, is the first in the industry to combine guided processing, a context-sensitive view of the complete customer, and dynamic case management for work fulfillment – all without requiring significant data migration efforts.  Based on Pega’s market-leading software for customer centricity, this innovative approach to desktop transformation allows communications service providers to predict customer behaviors and rapidly adapt to their changing needs. 

Convergence is driving significant new opportunities for service providers, but also a notable increase in customer service complexity.  This rise in complexity is driving major increases in average handle times across all types of inquiries.  Pega’s customer-centric solutions help providers address these difficult challenges.

To learn more about the solution, stop by Pega’s Booth (#1230).


Quotes & Commentary:

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

“Among communications service providers, customer service technology transformation initiatives are critical, but hampered by the requirements for massive data migration.  These migration efforts often cause delays and sometimes even fail.  In order to take advantage of the significant opportunities in front of them as commerce, content, and communications converge, service providers need to accelerate their service transformation.  Our new solution is designed specifically to handle the complexity of convergent services while allowing service providers to wrap and renew their legacy data at greatly reduced risk and cost.”

Sheryl Kingstone, Director, Yankee Group

(from a Yankee report titled, “Delivering a World-Class Customer Experience: Transformation from the Outside In,” published March 2011)

“Every customer has an experience with a CSP, device maker, software application developer or some other member of the industry ecosystem. The question is: Is it the experience they want? Is it what is intended? The communications industry is undergoing a fundamental transformation due to the availability of the Anywhere Network® and the hyper-convergence of Internet, mobility, and new media and devices. The ability of CSPs and their ecosystem partners to drive customer loyalty and capitalize on new revenue opportunities beyond their traditional markets will help provide new revenue for growth in mature markets and new opportunities in emerging markets. However, a critical reality check for service providers is to transform their strategies around their customers. There is a lot at stake: If service providers get it wrong, they will continue to lose mind share, customer loyalty and revenue to competitors.”


Supporting Resources:


To see more information about Pega’s communications and media solutions, visit:

To learn more about Pega’s CRM solutions, visit:

To read a white paper on the importance of customer centricity in this space, visit:

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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Media Contacts

Lisa Pintchman Rogers
VP, Corporate Communications
[email protected]
+1 617-866-6022

North America:
Sean Audet
Director, Corporate Communications
[email protected]
+1 617-528-5230

Ilena Ryan
Sr. Manager, Public Relations
[email protected]
+1 617-866-6722

Joanna Richardson
Director, Corporate Communications
[email protected]
+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
[email protected]
+44 (0) 118 9398 584

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