Pegasystems Thought Leaders Contribute to Annual WfMC BPM & Workflow Handbook

CAMBRIDGE, Mass. – June 22, 2011 Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced its collaboration in a “Social BPM: Work, Planning and Collaboration under the Impact of Social Technology”.  This industry handbook, published annually since 2001 by the international standards body, the Workflow Management Coalition (WfMC), together with Future Strategies Inc. – which serve as a recognized authority on BPM – is used worldwide as a resource by members of academia, business, and government.

The chapter, titled, “Voice of the Network through Social BPM,” is written by Dr. Setrag Khoshafian, Chief Evangelist and Vice President of BPM Technology, with co-authors Patrick Tripp, Product Marketing Manager, and Steve Kraus, Senior Director, Product Marketing, Pegasystems.  It discusses the strong roles that analytics, decisioning and dynamic case management play in collaborating (with employees, partners and customers) via social media, to create the optimal business processes and customer experiences.

“The impact of social networking is enormous. But the biggest challenge is how to operationalize its potential and reap the benefits.  All the interactions, tweets, forums, blogs, or wikis will amount to nothing if they are not intelligently mined and translated into action. Dynamic case management is the core capability that converts the voice of the network insight into action,” Dr. Khoshafian said.

One of BPM’s early pioneers, Dr. Khoshafian is the author of several books on computing and BPM, including Service Oriented Enterprises.  For the past 25 years he has invented, architected and led the development of several BPM solutions, as well as advanced database management systems research and development projects. Tripp is a Product Marketing Manager who previously spent many years in research, marketing, consulting, and product management at Forrester Research. Kraus has extensive experience marketing, selling, designing and implementing software solutions for some of the world’s largest customer-focused enterprises.  He is a thought leader within CRM and in the application of BPM technologies to deliver the optimal customer experience. 

 

Supporting Resources:

For more information on Dr. Khoshafian’s past contributions to the Handbook, visit https://www.pega.com/about-us/news-room/press-releases/pegasystems-thought-leader-dr-setrag-khoshafian-contributes-to-the and https://www.pega.com/about-us/news-room/press-releases/dr-setrag-khoshafian-to-participate-in-the-workflow-management-coa.

 

To read more related discussion, visit: https://www.pega.com/community/pega-blog/a-true-story-about-social-crm. and https://www.pega.com/community/pega-blog/the-voice-of-the-network-through-social-bpm and https://www.pega.com/sites/default/files/social-media-and-customer-service.pdf.

 

For more on the book, check out the book table of contents on our BPM Books page and to purchase it, visit: BPM Workflow Handbook site.

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 www.pega.com.

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