• November 1, 2011
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Pegasystems Extends Social Media Capabilities in CPM Solution

Pegasystems, a provider of business process management (BPM) software, yesterday released several enhancements to its Customer Process Manager (CPM), extending its capabilities in monitoring and acting on social media and offering true multichannel support for customer inquiries and interactions.

CPM's process-centric capabilities maximize the value of every customer interaction across all communication channels, including social and mobile. It automates critical interaction activities and reduces manual and inconsistent treatments.

CPM uses Pegasystems' patented Build for Change BPM platform to provide staff the right information at the right time. The new capabilities enable organizations to provide personalized customer service and realize a rapid return on investment.

With case management functionality, businesses can now manage and automate complex interactions that frequently extend beyond the contact center and into the back-office.

Pega CPM now includes the following new capabilities:

  • New Social Media Capabilities: Connect social media interactions into the enterprise. Listen, analyze, and act on communications in key social media outlets, including LinkedIn, Twitter, and Facebook, among others. The solution seamlessly blends social media with traditional channel communications and extends customer profiles to include social information.
  • Improved Automation: Enhanced case management functionality improves the ability to automate work across legacy systems, driving optimized business configuration and cost savings across the enterprise.
  • New Productivity Tools for Managers: A new account manager portal maximizes real-time visibility into account relationships across the enterprise, including RSS feeds to provide access to recent customer news. A My Favorites feature allows users to flag favorites for instant access from a dashboard gadget.

The release, like most Pegasystems products, is targeted toward large, complex businesses with high data volumes, according to Steve Kraus, director of product marketing at Pegasystems. Though it is not meant for a specific vertical, it is expected to see traction in the healthcare, financial services, insurance, communications, travel, hospitality, and life sciences industries, he adds.

CPM is available for traditional on-premises deployments or as a cloud-based service that customers pay for on a per-user/per-month basis. "And, at any point, the user can switch between these models," Kraus says.

The CPM solution is designed for multichannel customer service, moving customers seamlessly from one channel to the other and managing all service cases from start to closure across them all, he adds.

"We're seeing a lot of convergence in the market between BPM and CRM, and that's the huge power that this solution has," Kraus explains.

It not only monitors social media, but it allows companies to better act on and respond to postings, he adds.

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