Contact Center Solutions Featured Article

Pegasystems Introduces New Version of Its Process Customer Relationship Management Solution

February 27, 2013

Pegasystems (News - Alert) Inc recently announced the introduction of its Customer Process Manager (CPM) - the latest version of its Customer Service Solution. The new release has been designed to support real-time collaboration between the customers, the customer service representatives, and the back-office teams of an organization.

In a statement, Alan Trefler (News - Alert), founder, and CEO of Pegasystems, said that, "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. 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."

Highlighting capabilities of the CPM solution include:

  •  Personalized Real-time Suggestions and Offers – using predictive and adaptive analytics a customer’s needs can be better anticipated; this is further improved with relevant offers generated by the decision engine at appropriate times thus resulting in improved service satisfaction and greater acceptance rates.
  • Advanced Collaboration – which now includes secure chat, team discussions, surveys, news and alerts which all drive improved customer engagement both in the areas of service and support.
  •  Guided Customer Service Desktop- the actions of the customer service representatives' are easier to align with the company's interaction goals and the intentions of the customer. Because only required and relevant data is retrieved and presented, instances of information overload, as well as errors and unnecessary manual tasks can be effectively mitigated, which in turn drives CSR (News - Alert) productivity and customer satisfaction.

Additionally, with the Cross Channel Customer Service capability of the CPM solution, changes to the support processes across any channel can be introduced by the enterprise easily. Pega CPM has also been designed to deliver mobile and social channels support.




Edited by Brooke Neuman

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