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Pegasystems Updates CPM Software With Social, Mobile Features

By Ann All     Feedback

Pegasystems has always taken a process-oriented approach to CRM. Now it’s making social and mobile a key part of its approach as well.

Pegasystems, a provider of business process management (BPM) software, has enhanced its Customer Process Manager (CPM) customer service solution, adding support for mobile devices and social media.

New features include a Mobile Portal that Pegasystems says will allow organizations to serve customers on any device they choose, while also helping managers stay connected to their business. Pegasystems also enhanced the product’s social capabilities so companies can now embed their core customer service processes directly within social environments such as LinkedIn and Facebook.

"Today's organizations are struggling with the explosion of new communication channels and devices and how to manage ever growing amounts of customer data," said Steve Kraus, senior director of product marketing for customer service solutions at Pegasystems. "Our latest enhancements seamlessly connect customers to customer service organizations. Traditional CRM solutions require companies to recreate their content for each channel. With Pega CPM, companies can design their customer process once and deploy across all channels. As a result, organizations can achieve a tremendous increase in productivity, consistency and customer satisfaction.”

Pegasystems isn’t the only vendor adding social and mobile capabilities to its software. Just last week Microsoft released the latest update of its Dynamics CRM software, which includes native clients on Windows Phone 7, iPad, iPhone, Android and BlackBerry platforms.

Putting a process-oriented spin on CRM, the Pegasystems CPM update also includes visual tools and drag-and-drop functionality that allow users to build templates that orchestrate case work, and an enhanced portal that provides actions, collaboration case guidance and assignments. The product improvements also include filters for managers and more comprehensive dashboards including key performance indicators (KPIs), work monitoring and event subscription to deliver more transparency and control.

According to Pegasystems, CPM can be used with its decisioning and analytics offerings. The company in June added new predictive and adaptive components to its flagship Pega BPM software.  Using the products together provides organizations with the information to improve first contact resolution rates and reduce handle times by more intelligently aligning resolutions with customer inquiries, Pegasystems says.

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In addition, the system can capture key data and use the information to predict customer behavior and dynamically present customer service agents with a recommended “next best action.”

“By allowing seamless integration with Pega's predictive and adaptive analytic offerings, CPM delivers an incredible platform for innovation,” Kraus said

In 2011  the company earned kudos from Gartner, which named Pegasystems a leader in its Magic Quadrant for CRM Customer Service Contact Centers, and from Forrester Research, which selected Pegasystems as a leader in its  Forrester Wave report on Dynamic Case Management.

This article was originally published on February 13, 2012
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