Pegasystems announced it has been positioned by Forrester as a “Leader” in both the 2014 Dynamic Case Management Wave and the 2014 Customer Service Solutions for Enterprise Organizations Wave reports.
The Dynamic Case Management Wave noted that “Today’s DCM products give businesses more control over cost and goal management, implementers a new information-first design approach, and end users the process flexibility they desperately need.”1 With regards to Pegasystems, the report noted that “Pegasystems is particularly strong for the service request area, especially with the addition of predictive analytics.”
The Dynamic Case Management Wave noted that “Today’s DCM products give businesses more control over cost and goal management, implementers a new information-first design approach, and end users the process flexibility they desperately need.”1 With regards to Pegasystems, the report noted that “Pegasystems is particularly strong for the service request area, especially with the addition of predictive analytics.”
The Customer Service Wave noted that “Nearly 70% of US consumers reported an unsatisfactory service interaction during the past 12 months. Organizations must navigate rapidly changing customer expectations and look for vendor solutions that enable the business capabilities necessary to deliver differentiated experiences.”2 The report highlights Pegasystems’ “strengths in business process management to provide agent guidance across communication channels, which is tightly coupled with predictive analytics for real-time next-best-action capabilities. This helps organizations deliver differentiated customer service while helping contain the cost of service, ensuring regulatory and policy compliance.”
“Pegasystems’ clients are achieving extraordinary returns by harnessing a unified platform that provides both best of breed dynamic case management and CRM for customer service,” said Pegasystems Founder and CEO Alan Trefler. “Dynamic case management is the secret ingredient for delivering great customer service across all channels and building the new generation of digital enterprise. This convergence of case, process, rules, analytics, decisioning and mobile is available today on PegaCLOUD or on premise as our client’s prefer. Beyond just reducing IT complexity, our Build for Change® platform empowers business people to continuously improve how they engage with customers and deliver end-to-end operational efficiency.”
Comments
Post a Comment