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Pegasystems Strengthens CPM Solution
Personalization and consistency are factors in multitouch point support experience.
Posted Feb 14, 2012
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Pegasystems promises mobile and social will be treated like "first-class citizens" among the general support populace through the latest enhancement to its Customer Process Manager (CPM) solution.

Companies "historically have had to rebuild everything for each channel, causing unnecessary work and resulting in an inconsistent experience," says Steve Kraus, senior director of product marketing for customer service solutions at Pegasystems.

The Pega CPM solution is available on-premise or on demand and integrates seamlessly with Pegasystems' decisioning and predictive analytics offerings to produce consistency across multiple customer support channels. Kraus adds, "Until now, social and mobile have lived on the edge of most companies' mainstream service experiences…. through this release we are enabling customers to blend them into their enterprise."

In addition to richer capabilities for social and mobile support, the enhancement gives case managers an improved support environment with drag-and-drop functions, filters, and case guidance. For added transparency in the support environment, there are key performance indicators, work monitoring, and event subscription capabilities.

The latest enhancement also helps companies leverage data from customer feedback through Net Promoter scores to identify and mitigate detractions. One of the primary objectives of Pega CPM is to improve the rate of resolution on first contact and to reduce any wraparound a customer may go through during a support experience.

To meet a customer across multiple channels and devices, customers need the freedom to initiate support on one channel and to complete it on another with no loss of context, Kraus says.

"For companies, it means the system guides the service representative [or self-service customer] through each step in each interaction," Kraus notes, adding that customers should get a relevant experience tailored to "the products they own, their demographics, their prior treatments, etc."


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