Pegasystems Inc. (NASDAQ: PEGA), today announced that its Customer Decision Hub, including predictive analytics, Next-Best Action and real-time event streaming capabilities, has been extended across its complete suite of Customer Relationship Management (CRM) applications, including Pega Marketing, Pega Sales Automation, and Pega Customer Service. Pega platform users can anticipate changing customer needs in real time to optimize engagement across all stages of the customer journey and through any channel.
According to Pega, consumers increasingly expect a personalized omnichannel experience regardless of how, when, and where they engage with businesses; whether downloading marketing collateral on their mobile device, receiving a personalized offer from a sales professional, or correcting a billing issue with a contact center representative over the phone. However, the reality is that most organizations are limited by siloed business units, resulting in isolated pockets of customer information and processes that lead to poor and inconsistent customer experiences. Even worse, this data is often trapped inside static CRM applications that lack the ability to dynamically turn information into meaningful insights that drive personalized interactions.
Pega Systems’ Kerim Akgonul
“Today’s customers demand relevancy and personalization at every interaction. However most CRM applications are static systems that amount to little more than glorified online Rolodexes,” said Kerim Akgonul, Senior Vice President of Products, Pegasystems. “Pega has evolved traditional CRM by infusing intelligent decisioning capabilities to power any kind of customer interaction in real time – be it a marketing offer, sales proposal or customer service call. This enables businesses to not just track their customers but anticipate their needs, adapt as those needs change, and provide an exceptional experience every time.”
Pega’s Customer Decision Hub also powers new analytics capabilities across the Pega CRM application suite, including:
Real-time event detection in Pega Marketing: This new feature enables marketers to take proactive marketing actions based on streaming Big Data and patterns of customer behavior. For example, marketers can detect important thresholds of product or service interest or signals that a customer may churn, and then take appropriate action enabling businesses to increase sales and grow customer loyalty.
Predictive analytics in the new Pega Sales Automation mobile app: Now sales representatives can be fed the next best possible action from their Pega Sales Automation mobile app when engaging with potential customers out in the field. Sales reps can be confident the app is in sync with the latest analytics data on each customer to ensure sales offers are highly relevant and based on present moment customer preferences when on the road at sales meetings.
Integrated Next-Best-Action dashboard in Pega Customer Service: Customer service representatives can leverage Pega’s Customer Decision Hub capabilities directly in the Pega Customer Service application to guide them in all customer interactions. For example, service reps will know if the most valuable next course of action with a customer is to pursue an upsell offer, continue solving a previously reported problem, or authorize a discount on services to retain an at-risk account.
Pega’s Customer Decision Hub combines adaptive analytics and real-time decisioning into a unified solution. This unified solution led to Pegasystems being named a leader in the new The Forrester Wave report evaluating Real-Time Interaction Management (RTIM) solutions. Pega was also recently named as a leader in Forrester Research’s The Forrester Wave: CRM Suites for Large Organizations, Q1 2015 and Gartner’s Magic Quadrant for the CRM Customer Engagement Center 2015, and was included in Gartner’s Magic Quadrant for Multichannel Campaign Management 2015.
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