A new hosted solution from Pegasystems integrates CRM, BPM and cloud to help communications service providers offering cloud to level the playing field for their enterprise customers struggling with limited resources
Pegasystems announced today the release of Pega Cloud for CRM, a software-as-a-service (SaaS) offering for implementing customer service initiatives on the cloud.
Built on its core business process management suite (BPMS), Pega Cloud for CRM is designed to make CRM less impersonal, rigid and slow so that customers are ultimately happier and more loyal. For telecom operators getting into cloud, there is often pushback from enterprise customers struggling to build retention, cross-selling and up-selling opportunities with shoestring budgets and with skeleton staffs. By implementing this solution, Pegasystems believes CSPs can help their customers reduce the costs and capital expenditure associated with applications and infrastructure development. With the SaaS model, operators can give their enterprise customers more predictable subscription-based pricing (starting at $200/user per month), as well as the ability to expand on demand through a more affordable and scalable service model that makes it easy to respond to spikes in volume.
Citing a forty percent decrease of completed BPM projects as compared with previous years, Pegasystems believes a BPM-based CRM approach will mitigate the cost, risk, and limited IT resources now plaguing these enterprise customers. Integrating its BPM capabilities with CRM, the solution combines customer-service functionality (e.g., channel integrations, social media, analytics, case automation and goal-driven guided user experiences) with BPM capabilities (e.g., process flows, business rules, data integration, presentation and customer experience, case management, security and governance).
To support the contention enterprises can build, test and run their applications with less cost and delay, Pegasystem believes that service providers using this solution can help enterprises build and deploy applications five times faster than was possible with traditional application platforms.
With a multi-channel contact center at the core of the solution, organizations can also avoid vendor “lock-in”—meaning they can migrate to an on-premise model from the cloud if and when the time comes to do so (e.g., a North American organization opening a new business in an emerging market can quickly migrate the on-premise Pega CRM-powered call center to the Pega Cloud for use in a new geography, cutting months from the launch time).
In addition to expediting configuration and deployment, the hosted solution also provides clients with enterprise-level security, back-up, and support.
In all, the Pega Cloud for CRM solution is being touted as a means to quick implementations of mission-critical customer service process solutions, while also providing data center level scalability.
With the solution, service representatives can be guided through processes, content and presentations for specific types of customers and interactions. The purpose is to enable business people to easily configure processes according to business objectives, as well as enabling instant response to changing customer needs and business strategies, and competitive and regulatory pressures.
Built on its core business process management suite (BPMS), Pega Cloud for CRM is designed to make CRM less impersonal, rigid and slow so that customers are ultimately happier and more loyal. For telecom operators getting into cloud, there is often pushback from enterprise customers struggling to build retention, cross-selling and up-selling opportunities with shoestring budgets and with skeleton staffs. By implementing this solution, Pegasystems believes CSPs can help their customers reduce the costs and capital expenditure associated with applications and infrastructure development. With the SaaS model, operators can give their enterprise customers more predictable subscription-based pricing (starting at $200/user per month), as well as the ability to expand on demand through a more affordable and scalable service model that makes it easy to respond to spikes in volume.
Citing a forty percent decrease of completed BPM projects as compared with previous years, Pegasystems believes a BPM-based CRM approach will mitigate the cost, risk, and limited IT resources now plaguing these enterprise customers. Integrating its BPM capabilities with CRM, the solution combines customer-service functionality (e.g., channel integrations, social media, analytics, case automation and goal-driven guided user experiences) with BPM capabilities (e.g., process flows, business rules, data integration, presentation and customer experience, case management, security and governance).
To support the contention enterprises can build, test and run their applications with less cost and delay, Pegasystem believes that service providers using this solution can help enterprises build and deploy applications five times faster than was possible with traditional application platforms.
With a multi-channel contact center at the core of the solution, organizations can also avoid vendor “lock-in”—meaning they can migrate to an on-premise model from the cloud if and when the time comes to do so (e.g., a North American organization opening a new business in an emerging market can quickly migrate the on-premise Pega CRM-powered call center to the Pega Cloud for use in a new geography, cutting months from the launch time).
In addition to expediting configuration and deployment, the hosted solution also provides clients with enterprise-level security, back-up, and support.
In all, the Pega Cloud for CRM solution is being touted as a means to quick implementations of mission-critical customer service process solutions, while also providing data center level scalability.
With the solution, service representatives can be guided through processes, content and presentations for specific types of customers and interactions. The purpose is to enable business people to easily configure processes according to business objectives, as well as enabling instant response to changing customer needs and business strategies, and competitive and regulatory pressures.
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