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Visit their Web site: www.pega.com
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Pegasystems Build for Change® Platform is the heart of Better Business Software®. It delivers business agility and empowers leading organizations to rapidly close execution gaps and seize new opportunities. Pegasystems leverages its recognized leadership in Business Process Management (BPM), Multi-Channel Customer Relationship Management (CRM), Business Rules, and Adaptive Analytics to uniquely give its clients the power to engage customers, simplify operations and Build For Change®. For more information, please visit us at www.pega.com.



Pegasystems is a recognized leader in CRM by both Forrester and Gartner. More and more of the world’s leading companies are turning to Pegasystems to help manage the delivery of their customer experiences at every stage in the customer lifecycle. Our clients have implemented highly successful strategies for customer service, acquisition, cross-selling, up-selling and retention, enabling them to effectively align the needs of their customers with their business objectives. Many Pega clients have been recognized for excellence in their customer experience initiatives.


Product Description

The #1 Customer Service Solution for the Enterprise

Customer service delivery is changing at an unprecedented pace with new channels, devices, products and regulations, combined with dramatically increased customer and shareholder expectations. With Pega, the world's leading service organizations engage customers with omnichannel service, simplify the experience for customer service representatives, and make change a strategic advantage.Click here to learn more about Pega’s customer service solution.


Optimizing Customer Value through Next-Best-Action Marketing

Pega's revolutionary Next-Best-Action predictively delivers customer-centric offers that lead to greater engagement, frictionless messaging, revenue, and profits. We help organizations move beyond segmentation and the campaign because our approach manages customer relationships across inbound and outbound channels. Pega constantly evaluates the customer situation with predictive models and your business goals to dynamically recommend the most relevant action, offer, content and channel. With Pega Next-Best-Action, you can take advantage of every dealing or conversation to proactively interact with your customer to build optimized lifetime value. Click here to learn more about Pega’s Next-Best-Action marketing solutions.


The Most Intelligent Sales Force Automation Solution for the Enterprise

Typical SFA applications just capture data, but don’t really help your reps sell. By marrying traditional SFA capabilities with real-time guidance, intelligent automation and agile processes that instantly adapt to best support each sales opportunity, only Pega can automate the entire sales cycle from prospecting and lead assignment to sales stage promotion and product fulfillment.Click here to learn more about Pega’s Sales Force Automation solution.

Whitepapers, Archived Webcasts and Sponsored Content
  • Top 5 Trends in Customer Service Innovation
    Today's CRM technologies are an epic fail when it comes to consistent customer service. Discover a better way. Find out how to make endless transfers a thing of the past for your organization. Download this eBook by Steve Kraus of Pegasystems to learn the 5 key trends in customer service innovation. Are your customers tired of being lost in the Bermuda Triangle of interrupted customer service? Download this eBook to learn: •How social and mobile are changing customer service for the better. •Why tracking long-term customer loyalty gives you the best insight •Why the CRM of the future will throw off the shackles of data •How holistic case management can become the secret weapon for the best customer service
  • Info Graphic: Eliminate Obstacles for Your Customers
    To deliver a great customer experience, your customer service needs the power to engage, simplify, and change. Otherwise, every interaction becomes an obstacle course for your customers. With Pega, you can decrease customer effort, increase employee productivity, and lead your industry in customer satisfaction.
  • TD Case Study
    See how TD increased resolution speed by 70%
  • Pega for Customer Service
    Deliver Exceptional Service and Optimize Contact Center Operations with Customer Process Manager (CPM) KEY CHALLENGE: Customer service executives face the nearly impossible task of delivering a high quality, differentiated customer experience while simultaneously improving customer service representative (CSR) productivity. Traditional CRM solutions present large amounts of data to CSRs with no guidance about how to best treat a customer in a specific situation. Add in inflexible systems, and the result is excessive manual work, generic resolutions, inconsistent treatment across channels and little ability to respond to constant change. THE SOLUTION: Pega's customer service solution, Customer Process Manager (CPM), will dynamically guide CSR's through every service interaction, automatically adapt service delivery to the channel or device, and enable rapid response to change without the need for any coding.
  • 5 Ways to Maximize Customer Value
    It's so noisy out there. Your customers are being inundated with more offers and choices than ever before. How can you reach them? Marketing today is about delivering the most relevant offer that will ensure the maximum margin for your business over the long term – it's a continuous conversation with the customer. Getting that conversation right creates loyal customers. In other words, it's about serving the right cookie, to the right person, at the right time. There's a better way to marketing – Learn more at http://www.pega.com/BetterWay
This company is listed in the following categories:
AnalyticsChannel ManagementCloud-based CRMCustomer Service/Call Centers
Enterprise CRMFinancial Services/BankingGovernmentHealthcare
InsuranceIntegrationManufacturing/AutomotiveMarketing Automation
MobilePharmaceuticals/ChemicalsRetailSales Automation
Social CRMTechnologyTelecommunicationsTransportation
Articles Mentioned
Pegasystems Releases New Version of Pega Marketing
Pega Marketing delivers significant improvements in personalized customer engagement.
Pega Updates Pega Customer Service
The latest version of Pega Customer Service empowers large service organizations to better engage customers, simplify the employee experience, and change as their business evolves.
Pegasystems Acquires Ultima Information Technology
Pegasystems' acquisition of its Turkish partner establishes a formal Pega presence in Turkey.
CRM Evolution 2014 Day Three: As Social Engagement Strategies Mature, New Challenges Arise
The sports industry uses social media to connect with fans during slow periods.
The 2014 CRM Market Leaders
Paving the way for success throughout all areas of CRM, our finalists and winners in 10 categories exhibited strategies and innovation this year that put them at the top of their game.
Pegasystems Acquires Collaboration and Co-Browsing Provider Profeatable
Profeatable's Firefly technology will be added to Pega's Build for Change platform.
Pegasystems Releases Customer Process Manager for Insurance
PCMI enables insurers to deliver consistent customer service across channels.
Pegasystems Releases Updated Pega SFA
Latest release enhances omnichannel capabilities to support mobile and social sales operations.
Pegasystems Enhances Next-Best-Action-Marketing
Pegasystems' latest release of Next-Best-Action-Marketing provides outbound and real-time inbound offers across channels.
Pegasystems Releases a Pega 7 Version of its Customer Service Solution
Latest release provides real-time recommendations to drive intelligent automation across channels and devices.
Pegasystems Acquires Mobile Application Development Provider Antenna Software
The combination of Pegasystems and Antenna Software enables organizations to bring customer centricity to their enterprise mobile applications.
The 2013 CRM Elite
The Customer Experience, Defined
Defining the experience is key to improvement.
Pega Moves into Analytics, Cloud, and Mid-Market
Company CEO and founder outlines the company's plans for PRPC 7 and beyond.
Collaboration Meets Community Platforms
Enterprises are combining peer-to-peer and Web self-service capabilities to improve customer service and lower cost.
Pegasystems Enhances Its Customer Process Manager
The company adds collaboration, predictive features for customers and support agents.
Use Data to Get Closer to Your Customers…or Risk Losing Them
To really know your customers, take a high-definition view.
Case Management Takes a Dynamic Turn
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
Pegasystems Announces Sales Force Automation for Relationship Selling
The new product addresses agility and personalization gaps.
Pegasystems Debuts Unified Marketing Solution
A "killer" application for CMOs, customer life cycle, executive says
The 2012 Rising Stars
The 2012 Service Leaders
Pegasystems Strengthens CPM Solution
Personalization and consistency are factors in multitouch point support experience.
Dragging the Conversation Back to the Customer
Companies need to apply customer centricity to business and innovation.
Pegasystems Extends Social Media Capabilities in CPM Solution
Offering enables organizations to seamlessly monitor, analyze, and act on social media interactions.
Customer Centricity Begins Where a 360-Degree View Ends
A 360-degree view of the customer is a window to all customer interactions
Pegasystems Launches BPM 6.2
Upgrade provides advanced analytics tools for business customers.
Peer Power
Online communities foster customer loyalty by doing what traditional contact centers cannot
CRM + Predictive Analytics: Why It All Adds Up
The whole exceeds the sum of the parts
Gartner Releases Its Magic Quadrant for BPM Suites
Gartner's MQ report reveals that more and more organizations are adopting BPM as a discipline.
Forrester Wave Report Reveals Key Trends in Customer Service
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
How Social Are Social CRM Vendors?
Evoke CRM study ranks the most social CRM companies on the Web.
Pega Adds Social to CPM
With its latest release of Customer Process Manager, Pegasystems aims to make customer interactions more meaningful and customer feedback more actionable.
Navigating the Vendor Landscape
A leading analyst firm assesses the CRM marketplace.
CDC Pivotal Now Offers Social and Small Business CRM Capabilities
CDC Software climbs out of the shadows with two important product releases.
7 Surf Atop the Forrester Wave of CRM Suites for Large Organizations
The Forrester Wave: CRM Suites for Large Organizations '10: Forrester Research names the seven top-performing vendors at the enterprise level.
7 Named Leaders in Forrester Wave of CRM Suites for Midsize Organizations
The Forrester Wave: CRM Suites for Midsized Organizations '10: In his annual evaluation, analyst Bill Band identifies the top-performing options for midmarket CRM.
Pegasystems and RightNow Added to Leaders in Gartner Magic Quadrant for CRM Customer Service Contact Centers
Magic Quadrant for CRM Customer Service Contact Centers '10: New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service.
Pegasystems Collects Chordiant for $161.5 Million
Two months after rejecting a bid by CDC Software, customer experience management vendor Chordiant strikes a deal with a leader in the BPM space.
Low Costs Drive the Gartner Magic Quadrant for CRM Customer Service Contact Centers
Magic Quadrant for CRM Customer Service Contact Centers '09: Microsoft and Salesforce.com join Oracle as Leaders in the analyst firm's annual assessment.
9 Vendors Lead Gartner Magic Quadrant for BPM Suites
Magic Quadrant for BPM Suites '09: Established players continue to thrive as the space continues to evolve.
Oracle and SAP Surf Side-by-Side in Forrester Wave on Enterprise CRM
Forrester Wave on Enterprise CRM Suites '08: Forrester Research's latest on big-business CRM shows close competition between the two, with Microsoft coming on strong.
Metastorm Forecasts Broader BPM Capabilities
Business process management provider releases new suite offerings.
Contact Centers Aren't Yet Ready for Web 2.0
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
The Suite Spot: Former Pure-Play Vendors Dominate BPM Magic Quadrant
Former pure-play business process management (BPM) providers lead the market, now that they've grown into full-suite offerings.
The Dead Pool: E- and Phone Service
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
Siebel Continues to Fly Solo as a Leader
Magic Quadrant for CRM Customer Service Contact Centers '07: The vendor leads all evaluated companies in Gartner's annual report, while more than a dozen players chart as visionaries.
Enterprise CRM Is Three Sheets to the Wind
A new Forrester Wave on enterprise CRM finds Oracle and SAP to be riding at the crest, while a number of competitors stock the sea with solid options.
It's Siebel in the Service and Support Leader Corner
Magic Quadrant for CRM Customer Service and Support (CSS) Applications '06: The company maintains its Magic Quadrant dominance, although the emergence of a full customer service suite is still some time off.
August 23, 2005
Salesforce.com unveils Smashforce; CDC announces unaudited Q2 2005 results; and more.
Big Blue and Siebel Bolster Their SOA
IBM announces a services-oriented architecture initiative geared toward business partners, ISVs, and SIs; Siebel and IBM extend their partnership to offer a developer kit.
April 18, 2005
Dendrite buys FirstLogic's data quality solutions; Proposal Software has a new director; MySQL and Business Objects partner; and more.
Siebel Enchants Gartner's CRM CSS Magic Quadrant Again
Magic Quadrant for CRM Customer Service and Support Applications '05: Lack of industry breadth keeps Amdocs out of the leaders box.
January 5, 2005
Amdocs announces an agreement with R.H. Donnelley; TotalView gains a new customer; Pegasystems and Oracle replace senior management; and more.
Wires: News and Technology for November 12, 2004
Nuasis announces survey results on offshoring; BlueRoads and Witness Systems release new functionality; Acxiom acquires ChinaLoop; and more.
Blue Cross Blue Shield--Rhode Island Improves its Bedside Manner
CRM united the company's information, which was had been housed in different systems.
Transactions: Customer Wins for August 17, 2004
QAS announced the signing of eight top catalog and mail order companies; ACCO Brands' Kensington Technology Group implemented RightNow Service as its contact center platform; and more.
Wires: News and Products for July 30, 2004
eGain Communications has announced a global partnership with Wipro Technologies; Initiate Systems made available its Initiate Identity Hub 5.2 a software; and more.
Business Process Management Is the Next Phase in the CRM Evolution
The reality is that CRM and BPM are complementary--they just represent successive steps in customer-facing technology's evolution.
10 Strategies for Customer Service Success
Here's how companies can deliver stellar service at the many touch points available to customers today.
Week in Review: May 7, 2004
FrontRange Solutions announced an increase in revenues and profits for its third fiscal quarter; SPL signed an agreement to acquire the major assets of CES; and more.
Forrester Ranks the Top 10 BPM Companies
Forrester BPM TechRankings '04: The research firm reevaluates the top pure-play BPM vendors' products, separating process analysis capabilities and human workflow capabilities.
New Product Spotlight: February 4, 2004
Pegasystems has introduced a new set of horizontal and vertical BPM solutions; Expertcity has announced an OEM and distribution partnership with Mobile Automation; NetByTel has made available its new self-service list removal solution using speech recognition; and more.
New Product Spotlight: January 28, 2004
NeoSpeech has developed VoiceNotify for auto dealers; Pegasystems has delivered three new BPM solutions; Kauri Business Systems has unveiled Procoll; and more.
Service on Steroids
While the performance optimization market is still relatively new, the melding of workflow automation, training, workforce management, and workforce optimization solutions is starting to provide a soup-to-nuts means of identifying and improving agent performance levels.
New & Noteworthy
The Week in Review--3/28/03
A roundup of CRM news from the past week.
Credit Card Issuers get CRM
The scalable customer service software is part of Pegasystems Inc. PegaCARD Services suite of products and an evolution of Pegasystems' card services technology first made available in 1989.
365 Days of CRM
A review of CRM news and trends from 2002.
Here Comes the Sun
The open standards vendor enters the CRM fray by going head-to-head against the Microsoft .Net platform.
AMR: State of the CRM Union
To this end, AMR released a report entitled, 'It Was the Best of Quarters, It Was the Worst of Quarters,' detailing CRM vendors' rocky financial performance in Q1 this year. On the upside, CRM vendors did a noble job of pulling out decent numbers in what is arguably the slowest-selling quarter of the year, according to AMR.
Quick Hits
CRM news from around the industry
News In Brief
A bulletin board of CRM implementations
Orange Peals
Cell phones from Orange Communications ring out in Switzerland thanks to Pegasystems CRM solution.
Pegasystems Puts Some Intelligence Behind Customer
Pegasystems' rule-based technology is approaching the CRM problem with mission-critical systems based on an "old" technology: artificial intelligence.
Banking on CRM
The Bank of Scotland improves customer service, productivity and sales with CRM solution.
Popular Articles

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