Pegasystems, Inc., a major player in business process management and a provider of customer relationship management (CRM) solutions, unveiled a new solution that enables communications service providers to improve their time to market for business services and improve customer satisfaction among business customers.
Officials with Pegasystems said that the Order Management Solution allows providers to rapidly define and deploy complex business bundles, including next-generation cloud computing solutions, and streamline the fulfillment of those bundles across multiple internal and external delivery platforms.
Company officials said that the Order Management Solution, built on Pega's SmartBPM technology, provides out-of-the-box product definition, decomposition, and fulfillment functionality that service providers can rapidly customize to meet their specific business needs.
According to company officials, this combination of out-of-the-box functionality coupled with comprehensive BPM platform will allow service providers to-Rapidly target new customer segments by industry vertical, business size, geography, etc.
Service providers can use Pega's built in specialization and re-use capabilities to rapidly define new services, products and bundles, including service/product fulfillment processes and dependencies between different service offerings.
"There is a great interest from service providers in delivering new value added services to a cloud computing model, but this means that they will need to be much smarter with their provisioning processes with a move to on-demand and self-service provisioning," said Peter Hall, principal analyst at Ovum, in a statement.
"To meet the ongoing challenge in service provisioning and take advantage of the growing opportunities in cloud-based services, communication service providers must increase their operational agility and improve the overall customer experience,” said Tom Erskine, director, communications and media industry solutions with Pegasystems.
Erskine said that providers that can successfully address these pressing challenges and exciting opportunities will drive more profits and achieve higher customer satisfaction rates.