destinationCRM.com — CRM Buyer's Guide
1 Rogers Street
Cambridge MA 02142

PH: 617-374-9600
Visit their Web site: www.pega.com
Edit this Listing

Pegasystems is the leading provider of business process management (BPM) and customer relationship management (CRM) software solutions. With a powerful business rules engine and support for real-time predictive analytics, Pega Better Business Software® is the ideal platform for intelligent business process automation and optimization. Pega business process management software and customer relationship management software support a wide range of use cases including order fulfillment, claims processing, case management, real time marketing, and business process outsourcing. Pega accelerates time-to-value by offering solutions tailored to specific industries such as financial services, insurance, manufacturing, and communications, as well as healthcare management solutions and other types of healthcare solutions for payers and providers. Across all industries, Pega CRM software and call center software enable enterprises to deliver individualized customer services and micro-targeted offers. Pega's Next Best Action marketing and sales force automation technology applies real-time analytics to present each customer or prospect with the right offer at the right time, boosting offer acceptance rates and maximizing the lifetime value of the customer.

Product Description


Customer Service, Evolved

New channels, devices and products. Customers expect more - and they expect it now. With Pega, you deliver a satisfying, efficient and accurate experience.

Find out how Pega puts the relationship back in customer relationship management. View video

Engage Customers everywhere

What if you could truly put the customer in the center of your customer service? Pega Customer Service does that, by helping you:

  • Meet customers where they are, with our omni-channel service, to stay engaged without ever losing context.
  • Anticipate customer needs, with our intelligent guidance, to simplify the steps for personalized service.
  • Deliver on your promises to customers, with our case management capabilities, to connect all the people and systems required to resolve an issue.
  • Focus on your customers not your systems, with our unified platform, to keep your application always up to date.

That way, no matter how customers contact you, and which employee they interact with, you always deliver a satisfying, efficient and accurate customer service experience.

Pega has helped companies like Kaiser Permanente, American Express, and Farmers Insurance save tens of millions of dollars, increase First Contact Resolution rates by 50% and cut training costs by as much as 90%.

Deliver satisfying, efficient and accurate service experiences

With Pega Customer Service, you will be better able to anticipate customer needs, provide guidance to employees, and automate processes to deliver a satisfying, efficient and accurate service experience for your connected customers.

Omni-channel service. With Pega, your customer conversations seamlessly transition across communication channels and devices without losing context.

  • Mobile. Customers and employees, such as supervisors, branch employees and field service agents, can interact through a user experience optimized for their devices.
  • Co-Browsing. Customer service representatives can instantly share a web or mobile experience and guide customers in real time.
  • Social engagement. Customer service representatives can listen to social conversations, analyze customer sentiment, and give an appropriate response in the right channel at the right time.

Case Management. Pega helps you keep your promise to your customers, connecting all the people and systems required to resolve each customer inquiry. It tracks related information, automates and assigns outstanding tasks, and connects front- and back-office activity, for end-to-end resolution.

Intelligent guidance. Pega anticipates what each customer needs, based on the situation. During interactions, it intelligently suggests the next-best-action to take, guiding users step-by-step through a personalized service experience.

Intuitive interface. Pega's interface is beautiful to work with, yet powerful enough to support the customer service complexities of large organizations.

Knowledge management. Pega recommends relevant, timely information based on the current customer interaction. It manages the complete lifecycle of content from creation to publication.


Whitepapers, Archived Webcasts and Sponsored Content
  • Pega vs. Salesforce for Customer Service
    The gap between the promise of legacy CRM systems and the value they actually deliver is significant, and that the gap is growing even larger as the pace of change accelerates. Salesforce.com (“Salesforce”) pioneered the use of cloud computing for sales force automation applications. Its customer service application, Salesforce Service Cloud (“Service Cloud”), is reported to be effective at capturing and tracking contact information and interaction history. These capabilities have allowed Salesforce to rapidly grow its Service Cloud business, especially in the small-to-medium business (SMB) market. Pegasystems has helped complex, global enterprises deliver better customer experiences. Buyers and independent analysts suggest, however, that Service Cloud lacks many of the core capabilities required to meet the customer service needs of these larger enterprises. These include the ability to deliver on-premises or in cloud deployments. It also includes the ability to connect multiple disparate systems into one platform, and the ability to provide the sort of real-time analysis and intelligent guidance of back and mid-office processes that comes from dynamic case management and real-time decisioning. This often results in unexpected maintenance complexities and a higher-than-predicted total cost of ownership.
  • Evolving From Contact Center to Engagement Center
    Engage clients everywhere! Today's digital empowered customers are more demanding than ever. They expect a quick and accurate resolution to their inquiry via their communication channel and device of choice. How can service organizations evolve from traditional contact centers to engagement centers as they strive to exceed customer expectations? Download this eBook by Steve Kraus of Pegasystems to learn the 5 key characteristics to help your service organization become a more successful engagement center: Embracing the customer everywhere regardless of channel or device Empowering customer service reps to intelligently resolve interactions with customer context Recommending the best solution based on a personalized experience Breaking down walls between organizations and systems Adding value to the customer by anticipating their needs and aligning those needs to build lasting relationships.
  • Telstra: Process Excellence Drives Customer Centricity
    For many Communications Service Providers, winning enterprise business is a top priority. Yet today it can take months to fulfill orders for the biggest opportunities—especially as product portfolios grow to include a full-range of ICT (Information and Communications Technology) services. Today, Pega is helping Telstra simplify and streamline processes for activating IP services for its enterprise customers. As a result, Telstra has reduced the cycle time for order-to-activation by 70 percent, meeting the heightened expectations of its most demanding clients. In addition to the significant time savings, Telstra has experienced an upsurge in customer satisfaction with customers rating.
  • Pega for Customer Service
    Pega’s enterprise service application, Pega Customer Service, provides a contact center desktop, case management for customer service, mobile field service, self-service and industry-specific processes and data models. With Pega, service organizations can deliver consistent interactions across every channel, help employees work smarter and faster, and respond rapidly to new business opportunities and challenges.
  • 5 Things Your Customer Service Apps Must Do
    Customer service professionals know better than anyone how fast the world is changing. New channels, new technologies and sky-high customer expectations are pushing your organization to be more agile, flexible and scalable than ever. To keep your edge and win, here are five key things that your customer service apps need to be able to do.
This company is listed in the following categories:
AnalyticsBig Data CRMChannel ManagementCloud-based CRM
Customer Service/Call CentersEnterprise CRMFinancial Services/BankingGovernment
Marketing AutomationMobilePharmaceuticals/ChemicalsRetail
Sales AutomationSocial CRMTechnologyTelecommunications
Articles Mentioned
3 Keys for Sales, Marketing, and Customer Service Collaboration
To effectively engage today's informed customer, these teams need to work together.
Pegaworld, Day 2: Speakers Advocate for Digital Transformation Initiatives
At Pegasystems' annual user conference, customers share their digital transformation stories.
Captricity Partners with Pegasystems
Captricity captures and digitizes data from handwritten forms to unlock additional value for Pegasystems' customers
At Pegaworld, Speakers Call for More Human Customer Interactions
Speakers suggest rethinking processes from the customer's perspective, and enabling authentic interactions.
Pegasystems Acquires Robotic Automation Software Provider OpenSpan
The acquisition brings together robotics, analytics, and case management to enable more productive contact center employees. (Featured on SmartCustomerService.com.)
Pegasystems Continues to Enrich its CRM Platform with Mobility and Analytics [Video Interview]
In this exclusive interview, CMO Robert Tas discusses the company's 'record year,' recent enhancements to the Pega 7 platform, and future product goals.
Unified Agent Desktops Connect Reps to Essential Apps
A single interface that houses all of the information an agent could need will increase productivity and efficiency
Pegasystems Debuts Client Lifecycle Management Tool
Pegasystems today introduced a client life cycle management (CLM) tool that speeds up the onboarding process for financial services firms. (Featured on SmartCustomerService.com.)
Pegasystems Introduces Field Service CRM Application to Extend Pega 7 Platform
The new app offers on-the-go CRM functionality to professionals that deliver service on-site. (Featured on SmartCustomerService.com.)
Pegasystems Integrates with DocuSign
The integration brings together DocuSign eSignatures and Pegasystems' CRM applications.
Pegasystems Extends the Customer Decision Hub Aacross Its CRM Suite
Pega Customer Decision Hub adds contextual intelligence to marketing, sales, and service interactions and channels.
Accenture Launches Advanced Analytics for Financial Services
Accenture's analytics applications for the financial services industry can be customized for specific industry segments and workflows.
Pegasystems Enhances Pega 7 With Advanced Mobility and Analytics
New capabilities are added to Pega 7 to increase productivity and deepen engagement.
Accenture Teams with Pegasystems on Solution to Help Insurers Improve Multichannel Cross-Selling
Accenture Customer Insights Solution combines Pegasystems' multichannel and product underwriting capabilities with Accenture Duck Creek core policy solution in a single technology platform.
Pegasystems Enhances Its Customer Service for Healthcare Application
Upgrades include integrations between customer service and care management to provide single view of all customer interactions.
Pegasystems Updates Customer Engagement for Life Sciences
With the new application, life sciences firms can deliver more personalized customer interactions.
Why It's Time for CRM to Evolve
To satisfy today's hyper-connected consumer, you need a holistic approach.
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

Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us