Pegasystems Transforms Customer Service with Advanced Social Collaboration and Predictive Analytics

New version of Customer Process Manager delivers next-generation customer engagement hub.

CAMBRIDGE, Mass. – February 26, 2013 – Pegasystems Inc. (NASDAQ: PEGA), the leader in  Business Process Management (BPM) and a leading provider of Customer Relationship Management (CRM) solutions, announced the latest version of its industry leading process centric CRM solution. The latest release of its Customer Service Solution, Customer Process Manager (CPM) enables real-time collaboration amongst customers, the customer service representatives, and supporting back-office teams across the enterprise.

The new release also leverages next-best-action analytics, to help improve customer service, retention, and profit. Newly enhanced social capabilities allow real-time collaboration and improved productivity across customer support functions.



Highlights / Key Facts:

Pegasystems’ Customer Process Manager boasts numerous advances and enhancements, including:

  • Personalized Real-time Suggestions and Offers – Customer engagement professionals can now benefit from Pegasystems’ Next-Best-Action Marketing solution.  Predictive and adaptive analytics anticipate customer needs while the decision engine generates relevant offers at appropriate times. This drives a significant increase in service satisfaction and offer acceptance rates.
  • Advanced Collaboration – New social collaboration functionality includes secure chat, team discussions, surveys, news and alerts – all tailored for customer engagement for service and support. Customer service representatives are now better able to share ideas, documents and best practices in real-time, and can do so within a guided service process. 
  • Guided Customer Service Desktop – Customer service representatives’ (CSR) actions are intelligently guided by both the company’s interaction goals and the customer’s implicit and explicit intentions. Only the relevant and required Information is retrieved and presented dynamically based on the context of each interaction. This helps to eliminate information overload, errors and unnecessary manual tasks to increase CSR productivity and customer satisfaction.
  • Cross Channel Customer Service – Organizations can build and dynamically change support processes across any channel, including the web and the traditional contact center. Pega CPM also enhances support for mobile and social channels. Customers can start their service request in one channel and move seamlessly to the next.  Both customers and service representatives have broad visibility into the status and history of service requests across channels.


Quotes & Commentary:

“Customers today are looking for informed, transparent and intelligent customer service. They want to engage not only with the company they do business with, but also with one another,” said Alan Trefler, Founder and CEO of Pegasystems. “That’s why customers are naturally attracted to a customer engagement hub like Pega’s CPM that respects their preferences for channel, and can predict the best possible resolution to their requests. Our clients have recognized that customer service is intimately linked to marketing and sales. They have learned to think about the entire customer journey, and how to foster a lifelong relationship with their customers. They are using Pega to take a more holistic, customer-centric approach, meeting their most critical business challenges head on.”


Supporting Resources:


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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Ilena Ryan
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Joanna Richardson
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Jon Brigden
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Pegasystems Inc.
One Rogers St.
Cambridge, MA 02142
Phone +1 617-374-9600
Fax +1 617-374-9620