Pegasystems Brings Intelligence to Customer Management

Pegasystems is adding 'adaptive intelligence' to its Customer Process Manager (CPM) software to allow users to capture and recall customer behavior. This move to bring 'Intelligent BPM' to customer-facing tasks aim to cut costs and increase customer loyalties, execs said.

by Vance McCarthy

Tags: Customer, CPM, Customer Processes, Adaptive Intelligence, Customer Service, Business, Customer-facing Tasks,


Pegasystems is adding 'adaptive intelligence' to its Customer Process Manager (CPM) software to allow users to capture and recall customer behavior. This move to bring 'Intelligent BPM' to customer-facing tasks aim to cut costs and increase customer loyalties, execs said.

Pegasystem's updated CPM aims to improve the customer experience and also allow companies to automate many customer-centric tasks, accord to Amt Bethke, Pegasystems' senior director of CPM solutions

Pegasystems' adaptive intelligence records customer behavior patterns in real-time, stores that information, can recall the information when needed, and can make suggestions to call center staff, as needed. The CPM also offers expanded knowledge management tools that deliver relevant documents, web pages or help files directly to the desktops of customer service reps.

The latest CPM release "improve[e] the customer experience while reducing the cost of service," said Bethke in a statement. "Because it's based on Pegasystems' patented Build for Change technology, the solution can dynamically adapt customer processes based on the situation, customer criteria and persona, and business goals, which ensure customers get the most effective level of service, and CSRs attain higher productivity."

Pegasystem's CPM's 'adaptive intelligence' also brings these key ways to align IT and business needs:
  • Dynamic capabilities allow for real-time decisions to align customer processes with business intent.
  • Role-based and context-specific UIs to guide human tasks through customer interactions.
  • Dynamic UIs to present as-needed customer data, reducing training time and improving productivity.
  • Real-time analytics provide insight into key performance indicators (KPIs)


    • One analyst is bullish on Pegasystem's move to bring intelligent BPM to customer service tasks. "Pegasystems, one of the early entrants in the business process management tool market, has a strong offering for organizations looking to automate customer service processes," wrote Natalie Petouhoff, senior analyst at Forrester Research in a report in Q4 2008.

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