Pegasystems Announces Next-Generation Customer Experience Management Software


Share on LinkedIn

New SmartBPM® customer intelligence capabilities offer compelling alternative to traditional CRM

Pegasystems (NASDAQ: PEGA), the leader in business process management (BPM) software solutions, today announced a series of new, unique software capabilities to help companies interact with their customers far more intelligently and efficiently than they could with traditional customer relationship management (CRM) or Web portal technologies.

As part of a new release of its Customer Process Manager™ (CPM) solution framework, Pegasystems added “adaptive intelligence” to dynamically capture and remember customer behavior. The system learns from customers who call or communicate requests and can proactively suggest the course of action to increase the probability of customer satisfaction. In addition, customer experience managers can track and visually map key “moments of truth,” the points at which long term loyalty is either achieved or lost.

Pegasystems CPM enables organizations to lower the overall cost of service and grow market share by automating many of the manual tasks that are currently taking place in today’s customer service organizations. Additional innovations that Pegasystems introduced include expanding knowledge management tools to bring the right document, Web page or help file to the customer service representatives’ (CSRs) desktop when it is needed, avoiding distracting and time consuming searches.

In today’s environment, rapid deployment is essential as companies respond to new customer service improvement opportunities and government mandates. To help improve on its already industry-leading speed of deployment, Pegasystems added accelerated computer telephony integration (CTI) to enable core functionality in less than one hour. The new release also features a real-time benefits calculator so that companies can monitor and measure business benefits gained.

“Pegasystems, one of the early entrants in the business process management (BPM) tool market, has a strong offering for organizations looking to automate customer service processes,” wrote Natalie Petouhoff, Ph.D., Senior Analyst at Forrester Research in the October 2008 report The Forrester Wave™: Customer Service Software Solutions, Q4 2008. “Pegasystems’ strategy is to provide the process-centric CRM market with solutions and methodologies that enable business agility and deliver significant gains in growth, productivity, and retention.”

“With this version of CPM, we continue to help companies address their most important goals in these times — improving the customer experience while reducing the cost of service,” said Amy Bethke, senior director of customer process management solutions at Pegasystems. “Because it’s based on Pegasystems’ patented Build for Change technology, the solution can dynamically adapt customer processes based on the situation, customer criteria and persona, and business goals, which ensure customers get the most effective level of service, and CSRs attain higher productivity.”

For more information on the Pegasystems Customer Process Manager solution, please visit the Pegasystems CRM solutions page. Pegasystems will also be participating in the 2009 Forrester Customer Experience Forum, June 22 – 23, 2009 at the Grand Hyatt in New York City, Booth #111.

About Pegasystems
Pegasystems, the leader in Business Process Management, provides software to drive revenue growth, productivity and agility for the world’s most sophisticated organizations. Customers use our award-winning SmartBPM® suite to improve customer service, reach new markets and boost operational effectiveness.

Our patented SmartBPM technology makes enterprise applications easy to build and change by directly capturing business objectives and eliminating manual programming. SmartBPM unifies business rules and processes into composite applications that leverage existing systems – empowering businesspeople and IT staff to Build for Change®, deliver value quickly and outperform their competitors.

Pegasystems’ suite is complemented by best-practice frameworks designed for leaders in financial services, insurance, healthcare, government, life sciences, communications, manufacturing and other industries.

Headquartered in Cambridge, MA, Pegasystems has offices in North America, Europe and Asia. Visit us at

News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here