Engage More Users through More Channels with Pega 7

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  • Script:Later on Bank Manager analyzes frequency of channels (social vs phone, vs email) in dashboard and comes to a conclusion that there is a hike in customer inquiries over twitter, and  certain segment of those customers are weighed as ‘influencers’.Manager makes decision to test and prioritize incoming Tweets from this segment and cut response time to 5 mins  Goes into designer and adds new response timeAdapt – put in a new rule….But simply building a great responsive UI and making it easy to handle controls and appearance is not enough. We’re not just “omni-device,” we’re “omni-channel,” and that means handling other kinds of interaction.In our CRM apps, we’ve handled screen pops from IVR, instant messaging, surveys, scripting for phone interactions, Next-Best-Action, and many other ways of driving customer results.In Pega 7, this now includes bringing social media interactions together with Case Lifecycle Management, so that we can use Facebook, Twitter and other channels to reach customers in their everyday social interactions.Pega lets you push content, create dynamic home pages, create case context for tweets and other comments, and close the loop with social channels, to avoid the ugly statistics of customer dissatisfaction, twitter storms, poor net promoter scores…[click]
  • Engage More Users through More Channels with Pega 7

    1. 1. Engage More Users through More Channels Krassi Genov 10/09/2013
    2. 2. The Power to Simplify – Pega 7 Overview Thursday, October 3rd (recorded session available for replay) 01 Pega 7 Webinar Series 02 Engage More Users through More Channels TODAY: Wednesday, October 9th at 10AM ET 03 Achieve the Highest Levels of Availability, Scalability and Performance Wednesday, October 16th at 10AM ET
    3. 3. Proliferation of Social and Mobile o Over 1.2 Billion customers using social media o 70% of social customer queries go unanswered o 1.3 billion smart devices sold in 2013 o 250+ different mobile device screen sizes on 5 platforms o Over 50% of employees use social collaboration at work place o Majority still don’t have security, control or audit in place © 2013,, Pegasystems Inc.3
    4. 4. Solution: A Unified Platform On Cloud • On Premises 4 © 2013,, Pegasystems Inc.
    5. 5. The Pega Omni-Channel UX o Opens your apps to mobile and social channels o Consistent, attractive and intuitive user experiences o “Design once, access anywhere” user interface cuts the time and cost to create today’s multi-channel apps. o Prepares your app for whatever interface or channel comes next. 5 © 2013,, Pegasystems Inc.
    6. 6. Designing the Omni-Channel UX 6 © 2013,, Pegasystems Inc.
    7. 7. Designing the Omni-Channel UX 7 © 2013,, Pegasystems Inc.
    8. 8. Designing the Omni-Channel UX 8 © 2013,, Pegasystems Inc.
    9. 9. Open Your Apps to Mobile and Social Channels Customer to CompanyEmployee to Employee © 2013,, Pegasystems Inc.
    10. 10. Employee to Employee Collaboration Collaborate collaborate contextually Stay informed alerts, SLA milestones, updates Leverage the network effect references and competitive insights Audit trail security, control, audit 10 © 2013,, Pegasystems Inc.
    11. 11. POLLING QUESTIONS o Do you use social collaboration tools in your organization? o Y/N o If yes, do you agree with the following statements? o I can resolve a case directly from the conversation feed o Strongly disagree o Disagree o Neither agree nor disagree o Agree o Strongly agree o My collaboration tools are fully integrated into my business o Strongly disagree o Disagree o Neither agree nor disagree o Agree o Strongly agree 11 © 2013,, Pegasystems Inc.
    12. 12. Pega Pulse Social Collaboration o The power of social tools, guided and integrated into the work managed by Pega 7. o Users can advance a process or resolve a case directly from the conversation feed. o Creates rich knowledgebase for future re-use. 12 © 2013,, Pegasystems Inc.
    13. 13. Pega Pulse Social Collaboration Unified, contextual, actionable, accountable  Users can quickly communicate about issues.  Here, Stephen helps Manny solve a problem.  Amanda, a new appraiser, can assess a claim. Manny creates a task for Amanda, the new appraiser. Amanda gets the assignment on her phone. The conversation and actions are stored in the case for later reference or audit. © 2013,, Pegasystems Inc.
    14. 14. Open your apps to mobile and social channels Customer to CompanyEmployee to Employee
    15. 15. Customer to Company Engagement Listen Analyze Act Adapt 15 © 2013,, Pegasystems Inc.
    16. 16. POLLING QUESTIONS oMy business supports a true omni-channel CX o Strongly disagree o Disagree o Neither agree nor disagree o Agree o Strongly agree 16 © 2013,, Pegasystems Inc.
    17. 17. Sara R Connor Twitter: @SaraRConnor 30,000 Twitter followers Klout score: 85 29 yrs. old Marketing Executive, Blogger, Speaker PegaBank customer since 2010 17 © 2013,, Pegasystems Inc.
    18. 18. Listen to Your Customer Listen © 2013,, Pegasystems Inc.
    19. 19. Listen to Your Customer Listen © 2013,, Pegasystems Inc.
    20. 20. Analyze for Better Insight Analyze © 2013,, Pegasystems Inc.
    21. 21. Analyze for Better Insight Analyze © 2013,, Pegasystems Inc.
    22. 22. Analyze for Better Insight Analyze © 2013,, Pegasystems Inc.
    23. 23. Act: Take the Most Appropriate Action Act © 2013,, Pegasystems Inc.
    24. 24. Act: Take the Most Appropriate Action Act © 2013,, Pegasystems Inc.
    25. 25. Act: Take the Most Appropriate Action Act © 2013,, Pegasystems Inc.
    26. 26. Adapt to Changing Market Events Adapt © 2013,, Pegasystems Inc.
    27. 27. Adapt to Changing Market Events Adapt © 2013,, Pegasystems Inc.
    28. 28. Adapt to Changing Market Events Adapt © 2013,, Pegasystems Inc.
    29. 29. Pega Unified Platform o Engage customers across any channel and drive up your NPS… o Deploy Responsive Design and reduce technology costs… o Enable your workforce and Increase productivity… 29 © 2013,, Pegasystems Inc.
    30. 30. Follow Pega on Social Media Twitter: @Pega https://twitter.com/pega LinkedIn: http://www.linkedin.com/company/pegasystems Facebook https://www.facebook.com/pegasystems YouTube http://www.youtube.com/user/Pegasystems 30 © 2013,, Pegasystems Inc.
    31. 31. October 27 – 28, 2013 Hyderabad International Convention Centre Hyderabad, India Sunday 2:00pm – 10:00pm Monday 9:30am – 8:00pm
    32. 32. Build for Change® Pega software revolutionizes how leading organizations optimize the customer experience and automate operations

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