Pegasystems, a leading provider of smart, rules-based business process management (BPM) software, unveiled a broad new set of horizontal and vertical BPM solutions, including a new version of their BPM platform product and packaged applications leveraging the company's particular expertise in exceptions management and customer service. The new solutions provide greatly improved productivity, agility, quality and compliance across the enterprise, delivering state-of-the-art process management and rules engine technology to help drive operational excellence from front to back office.

Pegasystems announced PegaRULES Process Commander V4, a comprehensive BPM platform with an integrated enterprise rules engine that automates the flow and completion of work, and which allows non-technical business users to make real-time updates of the processes and practices that drive their organization. The company also announced Pega Quality & Exception Manager, an enterprise-wide application built on V4 that enables large organizations to maximize operational performance and improve quality and compliance through proactive exception management. The third major announcement is Pega Customer Process Manager, also an enterprise-wide horizontal BPM application built on V4. A process-oriented customer service application, it provides superior service through sophisticated personalization and rapid, one-touch resolution. These three new products will be available next week.

Pegasystems also announced that a number of its vertical industry applications, PegaCARD Smart Dispute, PegaPAYMENT Smart Adjust and PegaHEALTH Claims Repair, will soon be available on V4, making them easier to use, easier to change and easier to integrate.

"More companies today are looking to agile, rule-governed BPM for managing key business processes individually and in concert with other processes," said Gartner analyst Jim Sinur. "They need smart tools to bring processes together in an automated way, to reduce wasteful steps reconciling individual processes as they contribute to overall business processes."

The new Pegasystems BPM solutions provide both the strategic direction – a single Java and XML-based enterprise software platform for efficiently developing, executing and managing decision-intensive BPM applications – as well as the actual execution, through packaged applications, to help companies genuinely differentiate themselves in the market. The solutions, which leverage Pegasystems' extensive experience in the financial services and healthcare industries, consolidate decisioning functions once scattered across several departments. They not only enable executives to set broad policies, but also give line managers the flexibility to work within those policies to respond to customer needs quickly, with automated workflows.

PegaRULES Process Commander V4 is the latest generation of Pegasystems' industry-leading rules-based BPM platform. Built on an enterprise rules engine incorporating patented technology, it provides both practice and process rules in a common package. This critical technological advantage enables large enterprises to use Process Commander to efficiently develop, execute, manage and evolve decision-intensive BPM applications. Among the many benefits of this new-generation software are robust, real-time and analytical reporting, and ease of localization for non-English-speaking markets. Applications are easier to build and change, as well as to integrate into existing infrastructures.

Pega Quality & Exception Manager is an enterprise-wide management solution that tracks and manages 'exceptions,' such as errors, disputes, complaints, risk and compliance issues - transactions that companies today process manually at high cost. It weaves disparate systems and staff into a set of integrated quality processes, helping to deliver improved operations and service excellence. Through the proactive monitoring and management of such rogue transactions, large organizations can turn back-office operations into a source of outstanding customer service, while improving their ability to manage risk and facilitate compliance with internal policies, corporate governance and external regulations, such as Sarbanes-Oxley.

Pega Customer Process Manager is a multichannel, process-oriented application that provides superior customer service through sophisticated personalization and rapid, one-call service resolution. The product features packaged workflows and business rules that automate complex processes such as issue resolution, complaint management, value-based servicing and fulfillment. Its built-in intelligence optimizes the customer experience by anticipating customer requests based on their histories and the context of the interactions. Sophisticated cross-sell and up-sell capabilities provide not only the ability to present customers with the most appropriate offers, but also provide incremental revenue opportunities. With Pega Customer Process Manager, organizations can reap the benefits of improved customer retention while helping to streamline their service costs.

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