SOURCE: Pegasystems Inc.

Pegasystems Inc.

June 22, 2011 09:00 ET

Pegasystems Thought Leaders Contribute to Annual WfMC BPM & Workflow Handbook

Contribution Explores the Deep Value That BPM Brings to Social Media

CAMBRIDGE, MA--(Marketwire - Jun 22, 2011) - Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced its collaboration in a "Social BPM: Work, Planning and Collaboration under the Impact of Social Technology." This industry handbook, published annually since 2001 by the international standards body, the Workflow Management Coalition (WfMC), together with Future Strategies Inc. -- which serve as a recognized authority on BPM -- is used worldwide as a resource by members of academia, business, and government.

The chapter, titled, "Voice of the Network through Social BPM," is written by Dr. Setrag Khoshafian, Chief Evangelist and Vice President of BPM Technology, with co-authors Patrick Tripp, Product Marketing Manager, and Steve Kraus, Senior Director, Product Marketing, Pegasystems. It discusses the strong roles that analytics, decisioning and dynamic case management play in collaborating (with employees, partners and customers) via social media, to create the optimal business processes and customer experiences.

"The impact of social networking is enormous. But the biggest challenge is how to operationalize its potential and reap the benefits. All the interactions, tweets, forums, blogs, or wikis will amount to nothing if they are not intelligently mined and translated into action. Dynamic case management is the core capability that converts the voice of the network insight into action," Dr. Khoshafian said.

One of BPM's early pioneers, Dr. Khoshafian is the author of several books on computing and BPM, including Service Oriented Enterprises. For the past 25 years he has invented, architected and led the development of several BPM solutions, as well as advanced database management systems research and development projects. Tripp is a Product Marketing Manager who previously spent many years in research, marketing, consulting, and product management at Forrester Research. Kraus has extensive experience marketing, selling, designing and implementing software solutions for some of the world's largest customer-focused enterprises. He is a thought leader within CRM and in the application of BPM technologies to deliver the optimal customer experience.

Supporting Resources:

For more information on Dr. Khoshafian's past contributions to the Handbook, visit http://www.pega.com/about-us/news-room/press-releases/pegasystems-thought-leader-dr-setrag-khoshafian-contributes-to-the and http://www.pega.com/about-us/news-room/press-releases/dr-setrag-khoshafian-to-participate-in-the-workflow-management-coa.

To read more related discussion, visit: http://www.pega.com/community/pega-blog/a-true-story-about-social-crm. and http://www.pega.com/community/pega-blog/the-voice-of-the-network-through-social-bpm and http://www.pega.com/sites/default/files/social-media-and-customer-service.pdf.

For more on the book, check out the book table of contents on our BPM Books page and to purchase it, visit: BPM Workflow Handbook site.

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About Pegasystems
Pegasystems, the leader in business process management and software for customer centricity, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change® technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at www.pega.com.

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