CAMBRIDGE, Mass. – October 31, 2011 – Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced significant enhancements to the company’s Customer Process Manager^™ (CPM) customer service solution that extend the product’s capabilities in monitoring and acting on social media, offering true multi-channel support for customer inquiries and interactions.

Pega CPM’s process-centric capabilities maximize the value of every customer interaction across all communication channels including social and mobile.  The solution provides a state-of-the-art customer service solution that automates critical interaction activities and reduces manual and inconsistent treatments.  Pega CPM seamlessly integrates to existing systems to accelerate deployments and provide service staff access to key customer information in every inquiry, boosting service quality and driving greater efficiency throughout the enterprise.

Recognized as a leader in Customer Service Solutions, CPM utilizes Pega’s patented Build for Change^® technology to provide staff the right information at the right time, delivering a superior customer experience and a dramatic increase in productivity.  The new capabilities uniquely enable organizations to provide personalized customer service and realize a rapid return on investment.   With industry-leading case management functionality, businesses can now manage and automate complex interactions that frequently extend beyond the contact center and into the back-office.

Highlights/Key Facts:

Pega CPM now includes the following new capabilities in its industry-leading offering:

• New Social Media Capabilities – Connect social media interactions into the enterprise.  Listen, analyze and act on communications in key social media outlets, including LinkedIn, Twitter, and Facebook, among others.  The solution seamlessly blends social media with traditional channel communications and extends customer profiles to include social information.
• Improved Automation – Enhanced case management functionality improves the ability to automate work across legacy systems, driving optimized business configuration and cost savings across the enterprise.
• New Productivity Tools for Managers – New account manager portal maximizes real-time visibility into account relationships across the enterprise, including RSS feeds to provide access to recent customer news.  My Favorites feature allows users to flag favorites for instant access from a dashboard gadget.

Quotes & Commentary:

“Today’s organizations are driving competitive advantage based on the level of service that they are able to provide to their clients,” said Neal Beliveau, director of product management for customer service solutions at Pegasystems.  “In addition to the new social media and case management features, we have focused the latest enhancements to our CPM solution on making the product easier to use and simpler to deploy, so that organizations can achieve customer centricity and take full advantage of the increasing demands that their clients place on their business.”

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