The latest release of Pegasystems Customer Service Solution, Customer Process Manager (CPM) enables real-time collaboration amongst customers, the customer service representatives, and supporting back-office teams across the enterprise.

The new release also leverages next-best-action analytics, to help improve customer service, retention, and profit. Newly enhanced social capabilities allow real-time collaboration and improved productivity across customer support functions.

Pegasystems’ Customer Process Manager boasts numerous advances and enhancements, including:


  • Personalised Real-time Suggestions and Offers – Customer engagement professionals can now benefit from Pegasystems’ Next-Best-Action Marketing solution.  Predictive and adaptive analytics anticipate customer needs while the decision engine generates relevant offers at appropriate times. This drives a significant increase in service satisfaction and offer acceptance rates.


  • Advanced Collaboration – New social collaboration functionality includes secure chat, team discussions, surveys, news and alerts – all tailored for customer engagement for service and support. Customer service representatives are now better able to share ideas, documents and best practices in real-time, and can do so within a guided service process. 

  • Guided Customer Service Desktop – Customer service representatives’ (CSR) actions are intelligently guided by both the company’s interaction goals and the customer’s implicit and explicit intentions. Only the relevant and required Information is retrieved and presented dynamically based on the context of each interaction. This helps to eliminate information overload, errors and unnecessary manual tasks to increase CSR productivity and customer satisfaction.


  • Cross Channel Customer Service – Organisations can build and dynamically change support processes across any channel, including the web and the traditional contact center. Pega CPM also enhances support for mobile and social channels. Customers can start their service request in one channel and move seamlessly to the next.  Both customers and service representatives have broad visibility into the status and history of service requests across channels.


  “Customers today are looking for informed, transparent and intelligent customer service. They want to engage not only with the company they do business with, but also with one another,” said Alan Trefler, Founder and CEO of Pegasystems.

“That’s why customers are naturally attracted to a customer engagement hub like Pega’s CPM that respects their preferences for channel, and can predict the best possible resolution to their requests. Our clients have recognised that customer service is intimately linked to marketing and sales. They have learned to think about the entire customer journey, and how to foster a lifelong relationship with their customers. They are using Pega to take a more holistic, customer-centric approach, meeting their most critical business challenges head on.”


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