Pegasystems updates call centre suite

CPM version 5.2 features an enhanced user interface, improved reporting tools and real-time coaching tips for call centre agents

Business process management (BPM) software specialist Pegasystems has today continued its push into the customer relationship management (CRM) space with the launch of an updated version of Customer Process Manager (CPM) suite.

CPM version 5.2 features an enhanced user interface, improved reporting tools for monitoring customer service processes, real-time coaching tips for call centre agents, extended multilingual support, and a new Ajax-based developer environment designed to make it possible for business managers to develop and change processes governing customer interactions.

Alan Trefler, CEO and chairman at Pegasystems, said the aim of the new suite was to make it easier for business managers to quickly change and optimise the procedures followed by customer service representatives interacting with customers through call centres and the web. As a result, new customer offers or other changes in the customer interaction process can be quickly implemented, he said.

The suite's underlying rules and process engine also ensures customer processes are automatically optimised based on the customer's past records, according to Trefler. "The business manager can set the rules in the rules engine and the suite can then tell the agent what a customer is most likely to want and what actions they should take based on their previous calls," he said. "It can then also work out the best offers for them to try to drive cross-sell opportunities."

David Wells, vice-president and managing director for Europe, Middle East and Africa at Pegasystems, said that the ability to guide call centre agents through an interaction using one dashboard can help enhance productivity. "A lot of call centre agents still work using lots of different applications and at the end of each call they have to waste time remembering what happened and completing a report," he said. "Having a process and rules engine at the heart of the suite means that data is recorded as it happens and the report is filed automatically at the end of the call."

Wells added that there is growing demand for more intelligent CRM systems capable of ensuring that customer interactions are relevant to the customer. " With the population in the UK stable, wallet share is becoming more and more important, and that means once you have a customer, ensuring your customer services work the way you want them to is critical," he said.