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Pegasystems Helps Communications Service Providers Transform Customer Service

Pega's New CRM Solution Provides a New Approach to Desktop Transformation for Service Providers; Solution to Be Demonstrated in Booth 1230 at 4G World on Oct. 24 - Oct. 27 (October 24, 2011)

CAMBRIDGE, MA -- (Marketwire) -- 10/24/11 -- Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced a new solution to further extend its customer relationship management (CRM) offerings in the communications and media markets. Pega's new unified desktop solution for communications service providers drives superior, consistent customer service across all products and geographies. It also delivers significant operational efficiencies and cost savings.

This new solution, to be demonstrated at 4G World at McCormick Place in Chicago, is the first in the industry to combine guided processing, a context-sensitive view of the complete customer, and dynamic case management for work fulfillment -- all without requiring significant data migration efforts. Based on Pega's market-leading software for customer centricity, this innovative approach to desktop transformation allows communications service providers to predict customer behaviors and rapidly adapt to their changing needs.

Convergence is driving significant new opportunities for service providers, but also a notable increase in customer service complexity. This rise in complexity is driving major increases in average handle times across all types of inquiries. Pega's customer-centric solutions help providers address these difficult challenges.

To learn more about the solution, stop by Pega's Booth (#1230).

Quotes & Commentary:

Tom Erskine, Director, Communications and Media Industry Solutions, Pegasystems
"Among communications service providers, customer service technology transformation initiatives are critical, but hampered by the requirements for massive data migration. These migration efforts often cause delays and sometimes even fail. In order to take advantage of the significant opportunities in front of them as commerce, content, and communications converge, service providers need to accelerate their service transformation. Our new solution is designed specifically to handle the complexity of convergent services while allowing service providers to wrap and renew their legacy data at greatly reduced risk and cost."

Sheryl Kingstone, Director, Yankee Group
(from a Yankee report titled, "Delivering a World-Class Customer Experience: Transformation from the Outside In," published March 2011)

"Every customer has an experience with a CSP, device maker, software application developer or some other member of the industry ecosystem. The question is: Is it the experience they want? Is it what is intended? The communications industry is undergoing a fundamental transformation due to the availability of the Anywhere Network® and the hyper-convergence of Internet, mobility, and new media and devices. The ability of CSPs and their ecosystem partners to drive customer loyalty and capitalize on new revenue opportunities beyond their traditional markets will help provide new revenue for growth in mature markets and new opportunities in emerging markets. However, a critical reality check for service providers is to transform their strategies around their customers. There is a lot at stake: If service providers get it wrong, they will continue to lose mind share, customer loyalty and revenue to competitors."

Supporting Resources:

To see more information about Pega's communications and media solutions, visit:

To learn more about Pega's CRM solutions, visit:

To read a white paper on the importance of customer centricity in this space, visit:

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About Pegasystems
Pegasystems, the leader in business process management and software for customer centricity, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change® technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at

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Press Contacts:
Brian Callahan
Pegasystems Inc.
(617) 866-6364

Kim Baker
PAN Communications
(617) 502-4300

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Related Keywords: Pegasystems, Business Process Management, CRM, Pega BPM, BPM, customer relationship management , Internet, Business Issues, Management, Marketwire, Inc., , Internet Technology, Business, Internet, Other,

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