SOURCE: Pegasystems


December 07, 2009 09:00 ET

Pegasystems Adds Chat to Multi-Channel Contact Center Offering

PegaCHAT Leverages SmartBPM® Automation to Guide and Resolve Interactions

CAMBRIDGE, MA--(Marketwire - December 7, 2009) - Pegasystems Inc., (NASDAQ: PEGA), the leader in Business Process Management (BPM) software solutions, today announced the availability of PegaCHAT™, the industry's first rules-driven, cross-channel customer service Web chat. Part of Pegasystems' SmartBPM® multi-channel customer service offerings, PegaCHAT uses underlying business rules and processes to do what has not been previously possible: intelligently guide and resolve each customer interaction consistently and accurately.

PegaCHAT enhances Pegasystems' multi-channel customer service offerings by transforming online customer service from a static silo into a proactive channel that is seamlessly integrated into the entire service operation. Customer requests that begin in chat can be seamlessly continued and completed in another channel, such as phone. The result is a superior cross-channel experience for customers, no matter which channels they choose, resulting in higher customer satisfaction and lower cost of service delivery.

PegaCHAT takes customer interaction management to the next level. It moves beyond merely providing agents with frequent sayings; instead it dynamically scripts a wide variety of potential customer interaction paths. Agents are guided through each interaction with situation-specific dialog and tasks that enhance productivity, ensure consistency and dramatically improve the customer experience.

Highlights / Key Facts:

PegaCHAT is designed to work with Pegasystems' SmartBPM suite and the company's Customer Process Manager (CPM) solution framework. Key features include:

  • An intelligently guided interaction experience, leveraging the full breadth and power of Pegasystems' SmartBPM technology
  • Efficient user interface that lets agents effectively manage simultaneous, concurrent interactions
  • Adaptive alerts to notify agents of incoming chat requests, and rules-based interaction routing
  • Automated chat transcripts and interaction audit trails that are available to agents in any channel
  • Thin-client architecture to accommodate all work models -- global customer sites to work-at-home
  • Works with third-party chat servers to leverage existing IT infrastructure

Supporting Quotes:

Neal Beliveau, Director of Product Management, Customer Experience Solutions at Pegasystems:

"For years the market has been waiting for vendors to deliver on the promise of a fully-integrated, multi-channel contact center. Customers want to pick their channels of communication and switch channels easily and without interruption. Pegasystems has fulfilled that multi-channel promise through the release of PegaCHAT, not only because of its Web-based capabilities, but because it leverages the Pegasystems' Build for Change technology, incorporating the company's industry-leading process management capabilities with its top-notch customer service solutions."

Michael Maoz, Vice President, Gartner Research

"Consumers are looking to communicate to the companies they do business with across an increasing range, and mix, of channels. Customers expect multiple communication options, but also expect consistency as they move from one channel to another. Customer service organizations struggle to maintain consistent contact with the customers and maintain interaction history across all of those channels. Chat, Twitter and text messaging have become commonplace, and while many have added chat to their customer service channels, in most cases these interactions remain in a silo. Innovative organizations that can bridge these gaps with effective multi-channel support stand to win a significant competitive advantage and increased loyalty."

Supporting resources:

RSS Feeds for Pegasystems Press Releases, Pegasystems Media Coverage, Pegasystems Webcasts and Pegasystems Events

About Pegasystems
Pegasystems, the leader in Business Process Management, provides software to drive revenue growth, productivity and agility for the world's most sophisticated organizations. Customers use our award-winning SmartBPM® suite to improve customer service, reach new markets and boost operational effectiveness.

Our patented SmartBPM technology makes enterprise applications easy to build and change by directly capturing business objectives and eliminating manual programming. SmartBPM unifies business rules and processes into composite applications that leverage existing systems -- empowering business people and IT staff to Build for Change®, deliver value quickly and outperform their competitors.

Pegasystems' suite is complemented by best-practice frameworks designed for leaders in financial services, insurance, healthcare, government, life sciences, communications, manufacturing and other industries.

Headquartered in Cambridge, MA, Pegasystems has offices in North America, Europe and Asia. Visit us at

All trademarks are the property of their respective owners.

Contact Information

  • Media Contacts:
    Brian Callahan
    Email Contact
    (617) 866-6364
    Twitter: @pegasystems

    Erica Burns
    PAN Communications
    Email Contact
    (978) 474-1900