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Pegasystems Introduces New Unified Desktop Solution to Extend Its CRM Offering Within Communications and Media Markets

By Calvin Azuri
TMCnet Contributor

Pegasystems (News - Alert) Inc., provider of Business Process Management (BPM) and software solutions for customer centricity, has announced the release of a new unified desktop solution to enhance the company's customer relationship management (CRM) offerings across the communications and media market segments. The new solution from Pegasystems has been designed to enable communications service providers to deliver enhanced and reliable customer service for all their products and across all geographic locations. Customers leveraging the new unified desktop solution will also benefit from substantial operational efficiency and significant savings in costs.

Pegasystems’ latest offering which will be demonstrated at 4G World at McCormick Place in Chicago, is the first of its kind solution which has been designed to integrate guided processing with context-sensitive view of the customer, and extensive case management for work loads without requiring the user to go through extensive data migration activities. The new solution leverages the company's market-leading software for customer centricity which makes it easy for communications service providers to anticipate consumer behavior and thereby take the necessary actions to address the changes or demands.

Convergence (News - Alert) has opened up a whole new stream of growth avenues for service providers. This expansion has, however, also increased the complexities of delivering improved customer service. The rapid increase in customer service complexities has served to increase substantially the average handle time for any and all kinds of customer inquiries. The new customer-centric solutions offering from Pegasystems will support service providers in addressing the challenges of complex customer service in a more efficient manner.

In a release, Tom Erskine, Director, Communications and Media Industry Solutions, Pegasystems, said, "Among communications service providers, customer service technology transformation initiatives are critical, but hampered by the requirements for massive data migration. These migration efforts often cause delays and sometimes even fail. In order to take advantage of the significant opportunities in front of them as commerce, content, and communications converge, service providers need to accelerate their service transformation. Our new solution is designed specifically to handle the complexity of convergent services while allowing service providers to wrap and renew their legacy data at greatly reduced risk and cost."