Outbound Call Center Featured Article
Pegasystems Unifies Marketing Campaigns
While Pegasystems (News - Alert) has over 29 years in the BPM industry, where it has specialized in claim processing and transactional systems, for the past decade it has built quite the reputation in the CRM space. And, thanks to its unified marketing approach, it hopes to help make companies more successful than ever.
Pega provides customer service solutions to such big names as Expedia, American Express (News - Alert) and Prudential. One of the keys to the company’s success in the space is its decision engine, which combines predictive analytics and self-learning capabilities to help suggest actions.
For example, while many companies pick a segment, product, channel and timeframe for their promotions, Pega provides “next best action marketing.” Its software selects the best products based on timelines and inventory and develops offers and actions that are appropriate and given in real-time matches to customers.
These solutions are suited to many verticals, from life science to insurance companies to financial services. While other companies might offer data or information on trends, Pega tells customers what the next best thing is.
Because it integrates with the BP layer, it works for multiple organizations and systems as well as partners, agents and brokers. From inception to closure, it focuses on fulfillment. It queues up the next complementary product and helps to build better – and more profitable -- relationships with customers.
Pega has only one platform for all of its solutions – business rules and processes, the decision engine, etc. – so it gives companies the tools they need right at their fingertips. It is available in the cloud or on-premise, or a combination thereof. Many companies deploy a hybrid solution based on location or part of the process.
And, thanks to all of this success, Pega has been touted as a leader in the customer service and CRM space by the likes of Gartner and Forrester (News - Alert). Not bad for a company that got into the space less than a decade ago. But, thanks to their strong solutions, Pegasystems is flying high!
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Edited by Jamie Epstein