Pegasystems® Software for Customer Centricity Today’s connected customers expect every interaction with your organization to be tailored to their needs and preferences. They expect you to prove that you have listened to them. They expect immediate response and resolution. And they want consistent service over their favorite channel whether it is face-to-face in the retail branch, over the Web, via the call center or through mobile and social platforms. Loyalty today must be continuously earned and renewed – never assumed.
“ I want to be able to see the customer, regardless of what country they are in. I want to be able to tailor my service based on theclients’ needs. If that customer wants one person to answer all their questions around the globe, you should have the ability to do that.” Lester Owens Managing Director & Global Head of Treasury Services Operations JP Morgan Engage Your Customers. Empower Your Business
Businesses and organizations now know that the fastest path to growth lies in empowering their customers and constituents. Today, global organizations that win “We went no longer compete on product and price alone, but on the quality and consistency of from having the customer experience. people in a room Pegasystems delivers the ideal software solution for customer centricity. With Pega’s revolutionary technology, every customer interaction can be thinking about what a catalyst for innovation, growth, cost savings, driving measurable is possible, to having gains in revenue, enhancing the customer experience and advancing something on the street for the operational efficiency. agents to use in five months. That’s Even better, while Pega helps you become an adaptive, customer centric organization, it helps you get more from your current technology lightning speed in my opinion.” investments. Pega cloud and on-premise solutions provide a dynamic, Mhayse Samalya intelligent business layer that complements existing technology, renewing and President of Farmers extending the use of core systems. Commercial Business Insurance With Pega, you gain a faster, and proven solution for successfully addressing key Farmers Insurance goals of every organization: Group
� Drive revenue growth. Pega intelligently optimizes every customer interaction so that customer needs are aligned with business objectives, enabling increased and profitable growth.
� Enhance customer satisfaction and loyalty. Pega predicts and anticipates customer interests and dynamically addresses each situation to engage and delight customers with personalized interactions across all channels.
� Improve operational efficiency. Designed for today’s global businesses, Pega combines real-time insight with end-to-end business process automation and the ability to intelligently adjust and adapt processes to foster rapid, continuous improvement. Enable Exceptional Customer Experiences
With Pega, you can make every customer feel like they are your only customer. Pega engineers customer service excellence by bringing together all of the people, systems, channels and information needed to anticipate and fulfill a customer request. Pega dynamically specializes and adapts the process to the individual, the situation and channel right at the moment of interaction.
Whether you are looking for a complete solution for multi- channel customer service, want to improve existing service operations or are under pressure to cut costs and generate more revenue, Pega can help you deliver the kind of highly personalized experiences your customers “Next best will recommend to others. action marketing is very powerful because you can use it across channels, you can implement it fairly quickly, and you can achieve very successful conversion rates.”
Cretièn Brandsma Head of Marketing Capabilities and CVM Strategy for Optimize Business Outcomes Partner Markets Vodafone Becoming a customer-centric organization requires a careful balancing act. While striving to empower customers across all channels, the needs of the business cannot be ignored. Each interaction must be optimized to maximize its value to the customer and the business.
That’s the beauty of Pega. Processes are driven by business goals – not technology – enabling outcomes that equally benefit your customers and your company. Flexible, reusable processes combine with Pega’s real-time decision management to apply the right policies and recommendations at the right moment for next best action interactions that exceed customer expectations. Fortunately, this is done while simultaneously cutting costs and driving new revenue growth. Deliver Dynamic Business Solutions
Build for Change®
Pega is a unified software product for businesses that are committed to improving results and delighting their customers. Industry analysts broadly recognize Pega’s unified offering as a leading solution, providing all the capabilities you need to become truly customer centric – business process management, customer relationship management, enterprise case management, business rules management, multi-channel customer service management and predictive and adaptive analytics.
Leverage the Cloud
Pega is on the cloud, eliminating any wait for hardware and delivering a platform that can scale as rapidly as you require. With the freedom to easily move between the cloud and on-premise, Pega delivers the flexibility you need to meet your deployment, IT and budget objectives.
Jump-Start Application Delivery
Organizations use Pega to create dynamic business solutions, and Pega’s rich library of pre-designed solutions across major industries makes it fast and easy. Onboarding commercial accounts? Managing insurance claims? Maintaining warranties on new vehicles? Reducing risk and responding to suspicious activities? With Pega, the solution may already be in use across the globe and, ready to use. The Future of Software
Before Pega, companies had to purchase and integrate completely separate solutions for call centers, customer service operations, mobile platform development, social media monitoring, back office process management, marketing automation, customer intelligence and analytics, enterprise case management, and a rules engine for business policies. They would then have to add application development tool kits for building user interfaces, portals, and mash-ups. With Pega, you get all of this in a seamlessly unified environment that will change the way you do business, while taking costs and risk out of the software development process. At its heart is an innovative breakthrough in business computing, the elimination of manual coding and written specifications. The result is new kind of enterprise business software that is remarkably easy to build and easy to change.
Leverage the Analyze your cloud and customers to industry solutions predict what to accelerate they want Engage them in results every channel – Monitor every step including social and to improve risk mobile mitigation, fraud detection and compliance Respond dynamically to the situation to Dynamically personalize the adjust processes experience to continuously improve the experience Guide your representatives Manage complex with the right cases from end-to- knowledge and end tools Integrate the front- Promote at the and back-office best moment with to fully automate proactive messages request processes and marketing About Pegasystems
Pegasystems (NASDAQ: PEGA) is the leader in solutions for customer centricity with a proven ability to help organizations generate new business, enhance customer loyalty and improve productivity. Pegasystems was founded in 1983 and our clients include many of the world’s largest and most sophisticated organizations.
Because Pega software puts the power of change into the hands of business people, organizations can speed the delivery of critical customer-focused solutions and quickly adapt to changing conditions in order to outperform the competition. Customers have experienced 30 percent increases in revenue, 40 percent increases in productivity and five-point improvements in customer retention.
Pegasystems’ unified solution has achieved the remarkable distinction of being ranked best in class by leading industry analysts across multiple software categories, including business process management, dynamic case management, business rules management, customer relationship management and business analytics.
Pegasystems is based in Cambridge, Massachusetts and has a global network of offices throughout North America, Europe, and Asia Pacific. Pegasystems’ consultants and global business partners provide unsurpassed real-world flexibility, powerful personalization, rapid application configuration, modification and deployment so that clients can realize a rapid return on their investments in Pega solutions.
Copyright © 2012 Pegasystems Inc. All rights reserved. Pega BPM, Pega CRM, Pega Cloud, Pega Deci- sion Management and the Pegasystems logo are trademarks or registered trademarks of Pegasys- tems Inc. All other product names, logos and symbols may be registered trademarks of their respec- tive owners. Corporate Headquarters One Rogers Street Cambridge, MA 02142-1590 U.S.A. Phone: 617-374-9600 Fax: 617-374-9620
EMEA Regional Office Asia Pacific Regional Office India One Reading Central L6, Fairfax House 3rd Floor, Block 2 3rd Floor, 23 Forbury Road 19-31 Pitt Street DLF – Cyber City, Gachibowli Reading, Berkshire RG1 3JH Sydney NSW 2000 Hyderabad – 500 032 United Kingdom Australia India Phone: +44 (0) 118 9591150 Phone: +61 2 9251 0566 Phone: + 91 40 3055 5600 Fax: +44 (0) 118 959 1174 Fax: +61 2 9251 8815
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www.pega.com