UK's Inland Revenue Contact Centers Go Live with Pegasystems Technology

CAMBRIDGE, Mass., April 16, 2003 — Pegasystems Inc. (NASDAQ: PEGA), a leading provider of rules-based, smart business process management software (BPM), today announced that the UK's new Inland Revenue contact centers supporting the tax credits system has gone live. EDS, the strategic IT partner for the Inland Revenue, selected Pegasystems' BPM software to support the Inland Revenue's contact center locations across the country, and completed the deployment in August of last year.

Pegasystems software allows the Inland Revenue to manage information regarding tax credit eligibility and answer tax credit related questions via its call centers, which helps provide better customer service to individuals while helping to reduce its overall cost of administration. The software helps customer service advisers to review tax credit related data relevant to the caller on concise, consolidated screens and gives advisers access to the history of interactions.

"With a total of 30 million customers, the Inland Revenue expects to manage up to eight million contacts per year through its new tax credit contact centers," said Bob Docherty, Technical Delivery Group, EDS. "We have worked very closely with Pegasystems to build a system that meets the Inland Revenue's scalability requirements."

Operating as one virtual contact center, the five contact center locations function from a single call system and a centralized database, built using Pegasystems' rules-based, smart BPM technology. When a UK citizen calls the Inland Revenue help line with a tax query, Pegasystems' software is able to guide the call intelligently to the next available adviser based in any of the five physical locations.

"The Inland Revenue contact centers are making tax-related support much easier for UK citizens, and we're pleased to play a key role in this," said Henry Ancona, president and COO, Pegasystems. "The system's rules-based software helps provide the Inland Revenue with a much more customer-centric solution, allowing service requests to be processed more quickly and accurately. By providing advisers with an integrated view of a customer's inquiry and contact history of interactions, the average call time of service requests should continue to fall, helping not only to increase efficiency but also to help deliver faster ROI."

Pegasystems' patented rules technology integrates business rules into an organization's technology and process infrastructure. The software deployed at the Inland Revenue is based on an evolution of Pegasystems' business process automation and customer service software, which has helped achieve significant return on investment for numerous financial services, healthcare and insurance customers.

About Inland Revenue

The Inland Revenue is responsible, under the overall direction of Treasury Ministers, for the efficient administration of income tax, tax credits, corporation tax, capital gains tax, petroleum revenue tax, inheritance tax, national insurance contributions and stamp duties in the United Kingdom. The department's core purpose is to ensure that everyone understands and receives what they are entitled to and understands and pays what they owe - so that everyone contributes to the UK's needs. For more information about Inland Revenue, visit

Forward-Looking Statements

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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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