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September 21, 2011 No Comments

SOURCE: Pegasystems

CAMBRIDGE, Mass. – September 20, 2011 – Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced it has enhanced its Customer Service Cloud with new Service Case Manager capabilities.  This solution centrally manages customer inquiries across all channels, geographies, or other user-defined criteria, enabling contact center staff to have the right information at the right time with a complete view of customer case information, from inception through resolution.

Service Case Manager is built upon Pegasystems’ industry-leading Build for Change® technology.  The cloud-based offering empowers organizations to rapidly improve customer service and reduce operational costs, as well as bridge legacy technology and departmental silos.  Service Case Manager enables organizations to respond consistently to customer requests regardless of channel, improve the timeliness of their response, and reduces the cost of customer service operations, without having to replace existing contact center desktops.  Service Case Manager provides accelerated deployment through a catalog of pre-built service components for specific industries and service types to ensure rapid time-to-market.  All the Service Case Manager capabilities are also available on-premise, which offers organizations the ability to select the deployment model that is optimal for their business.

The solution utilizes Pegasystems’ award-winning dynamic case management capabilities, which allow organizations to leverage, extend, and control legacy systems.  This provides customer service organizations with an enhanced ability to manage complex customer service cases across all channels, and seamlessly manage work across key people and systems, including the elimination of operational silos in both the front and back-office.  Multi-channel support improves the customer experience by allowing seamless cross-channel interactions without any loss of context, cross-functional coordination and enables the efficient re-use of policies and procedures.  Real-time monitoring and reporting provides end-to-end visibility into service resolution processes that was previously not possible and facilitates continuous improvement.

Highlights/Key Facts:

The cloud-based Service Case Manager enables organizations to:

  • Use situational specific functionality to capture the right information, based on channel, customer, or jurisdiction and intelligently leverage that context across the life of the service case
  • Accelerate time-to-market using a catalog of pre-built service cases, such as incidents, complaints, and requests
  • Automate common service processes and functions within those processes, such as correspondence for increased responsiveness
  • Automate all aspects of service case processing, including routing, queuing, service levels and alerts to reduce costs
  • Simple configuration within existing Pega and third-party front-office and back-office desktops

Quotes & Commentary:

“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,” said Steve Kraus, senior director of CRM product marketing at Pegasystems.  “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.”

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