Pegasystems has enhanced its customer-service solution – Customer Process Manager – that makes the product better able to monitor and act on social media, offering multichannel support for customer inquiries and interactions.
Pega says CPM’s process-centric capabilities maximize the value of every customer interaction across all communication channels including social and mobile. The solution automates critical interaction activities and reduces manual and inconsistent treatments. Pega CPM is designed to seamlessly integrate to existing systems to accelerate deployments and provide service staff access to key customer information in every inquiry, boosting service quality and driving greater efficiency throughout the enterprise.
CPM's new capabilities enable organizations to provide personalized customer service and realize a rapid return on investment. With case-management functionality, Pega says businesses can now manage and automate complex interactions that frequently extend beyond the contact center and into the back office.
“In addition to the new social media and case management features, we have focused the latest enhancements to our CPM solution on making the product easier to use and simpler to deploy, so that organizations can achieve customer centricity and take full advantage of the increasing demands that their clients place on their business," said Neal Beliveau, director of product management for customer service solutions at Pegasystems.
