Blending CRM with BPM

Pegasystems has introduced the latest version of its Customer Service Solution, Customer Process Manager (CPM), which permits real-time collaboration between customers and customer service representatives, and supports back-office teams across the enterprise, the company reports. Further, Pegasystems says, CPM employs “next-best-action analytics” to improve customer service, retention and profit. Additionally, new social capabilities allow real-time collaboration and improved productivity across customer support functions.

Pegasystems highlights the following Customer Process Manager capabilities:

• Personalized real-time suggestions and offers—predictive and adaptive analytics anticipate customer needs while the decision engine generates relevant offers at appropriate times;
• Advanced collaboration—new social collaboration functionality includes secure chat, team discussions, surveys, news and alerts, making service representatives better able to share ideas, documents and best practices in real time;
• Guided, contextual customer service desktop—customer service representatives’ actions are intelligently guided by both the company’s interaction goals and the customer’s implicit and explicit intentions; and
• Cross-channel customer service—organizations can build and dynamically change support processes across any channel, including the Web and the traditional contact center, and customers can start their service request in one channel and move seamlessly to the next.