Pegasystems Makes Customer Service Faster, Easier, and Better

CAMBRIDGE, Mass. — April 17, 2007 — Pegasystems (Nasdaq: PEGA), the leader in unified process and rules technology, today announced the immediate availability of the latest version of its Customer Process Manager (CPM) framework. Built on Pegasystems' award-winning SmartBPM® Suite, the CPM framework provides a powerful combination of customer service capabilities that match customer and business intentions at the moment of interaction. This real-time customer response processing improves the customer experience and increases user productivity. The CPM framework provides "one-and-done" customer service automation, incorporates best-practice processes to meet the growing needs of today's service organizations, and enables the rapid development of new composite applications.

This latest product offering brings intent-driven processing to the next level with new capabilities that make it even easier for Customer Service Representatives (CSRs) to use and business users to manage. Key enhancements in CPM version 5.2 include:

  • Business visualization of interactions — through a Rich Internet Application user interface, provides visual cues to help CSRs better understand and proactively respond to customer needs more quickly;
  • Goal-based interaction processing — enables business users to define interaction strategies for specific customer situations;
  • Real-time coaching tips — provide dynamic, individual advice to CSRs for improved productivity and quality; and
  • Developer productivity enhancements — AJAX and Adobe® Flex automation technologies improve process performance in real-time and empower the developer to provide a faster time to solution.

"Today's successful enterprises reinforce their brand promise by satisfying the customer's intentions for each customer interaction, regardless of communication channel," said Michael Maoz, research VP for Gartner Applications Research. "Leading customer service solution vendors can help drive this by shifting their focus from customer data management to an emphasis on intent-driven customer interaction processes."

"Pegasystems' customers include some of the world's most sophisticated companies that are driving the industry standards for customer service," said Amy Bethke, director of product management, Pegasystems. "Only Pega offers a rich framework of contact center processes that is designed to Build for Change® and deliver the intent-driven customer service these enterprises need for superior customer loyalty, productivity, and growth."

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