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Pegasystems Releases New Version of Pega BPM
Call Center Software Featured Articles
June 07, 2011


Pegasystems Releases New Version of Pega BPM


By Anshu Shrivastava
TMCnet Contributor

Pegasystems (News - Alert), a provider of business process management (BPM) and software solutions for customer centricity, has announced the newest version of Pega BPM.


“This latest version brings the company’s ‘industry-leading capabilities’ in a single, unified environment so that organizations don’t face the traditional software pitfalls of multiple points of integration, multiple testing environments, or multiple tools for governance, risk, or compliance,” said Kerim Akgonul, vice president for Product Management at Pegasystems.

To predict and act on customer needs, business users can now leverage a unified environment of BPM and business rules with advanced analytics. Company officials said that Pega BPM applications dynamically adapt to customer-facing business processes to optimize business outcomes.

Because of the predictive and adaptive decisioning components, companies can optimize customer-facing processes, providing a better overall customer experience. Advanced features empower more intelligent recommendations for the next-best-action to maximize retention, cross-sell or upsell opportunities.

This latest release builds upon its early 2011 industry recognition as a prominent dynamic case management solution by adding a host of new collaboration features.

Company officials said that these features increase support for extended teams working in real-time on shared cases, a collaborative events feed familiar to popular social networking sites, and easier ways for business people to accommodate ad-hoc case work.

Pega BPM solution offers several enhancements including unified predictive and adaptive decisioning that uses advanced business analytics with real-time adaptive self-tuning to help guide intelligent conversations with customers for retention, cross-sell/up-sell, and risk management.

This functionality features easy-to-use models and has been in use for years by a number of leading companies as a standalone component. Company officials said that it’s now enhanced and completely unified within Pega BPM.

Other enhancements include new thin-client modeling options that provide business users with the tools they need to build complete process models on the Web in addition to enhanced tools to handle advanced UI, integration and business events. Company officials said that business event driven interactions enable business users to define and trigger time or pattern-driven changes to forms, reports, or cases.

Earlier this year, Pegasystems unveiled a significant upgrade to its customer relationship management (CRM) offerings. With Pega's Customer Process Manager for Healthcare, organizations can deliver on new reform-mandated cost efficiencies while also providing superior customer service consistently across all communication channels.



Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

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