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Pegasystems Incorporates Service Case Manager Capabilities into Its Cloud Solution

September 22, 2011

Pegasystems Inc. the leading provider of Business Process Management (BPM) and software for customer centricity, recently incorporated new capabilities to its Customer Service Cloud.


With the addition of Service Case Manager Capabilities, the enhanced cloud solution will be able to centrally manage customer inquiries across all channels, geographies, or other user-defined criteria. As a result, the contact center staff will always be armed with the right set of information with a complete view of customer case information, from inception through resolution. This ultimately leads to higher customer satisfaction and reduced operational cost for the organization, Pegasystems officials explained in a press release.

Service Case Manager is built upon Pegasystems’ industry-leading Build for Change technology, its maker informed in the release.

Service Case Manager can be deployed easily with the help of a catalog of pre-built service components for specific industries.   

The customers are free to choose from SaaS and on-premise versions of Service Case Manager. The on-premise version enables the organizations to select the deployment model that is optimal for their business.

Utilizing Pegasystems’ award-winning dynamic case management capabilities, which allow organizations to leverage, extend, and control legacy systems, Pegasystem’s cloud based customer care solution simplifies the complex customer service cases across all channels, and seamlessly manage work across key people and systems.

It also supports seamless cross-channel interactions without any loss of context, cross-functional coordination and enables the efficient re-use of policies and procedures. Above all, its real-time monitoring and reporting capabilities provide end-to-end visibility into service resolution processes for continuous customer-service improvement.

“Today’s organizations are striving to provide their customers with a personalized and efficient experience across all channels, regardless of service issue or product type. Many companies still struggle with operational silos, legacy contact center desktops, and isolated channel solutions that hinder their ability to serve clients in an effective manner. The new Service Case Manager capabilities within the Customer Service Cloud provide organizations with a solution that rapidly addresses these issues and does it with the ultimate infrastructure flexibility, so they may either deploy on premise and in the cloud according to their business demands,” senior director of CRM product marketing at Pegasystems Steve Kraus noted in a statement.

Pegasystems is going to host the Collaborative Healthcare Summit at the Park Plaza Hotel in Boston on October 19, 2011.


Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves

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