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The upadte includes capabilities to monitor key social media sites to intercept and proactively respond to customer communications.
Pegasystems (PEGA) has recently announced the latest release of its CRM offering, Customer Process Manager (CPM). According to the company in its news release, CPM's process-centric capabilities enable managers to define and implement specialized approaches to different customer segments.
"Customer requests are intelligently managed through a guided process across channels to ensure successful and cost-effective resolution, maximizing the value of every customer interaction. Based on Pegasystems' patented Build for Change technology, organizations can rapidly deploy a solution that enables them to leverage and extend existing legacy systems, creating an 'agility layer' to foster continuous improvement."
Read the Full Story at Pega.com
This article was originally published on September 16, 2010
