Pegasystems - CRM Suite - Enterprise - New Version

Company: Pegasystems Inc.
Company Description: Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Pega’s adaptive, cloud-architected software – built on its unified Pega Platform™ – empowers people to rapidly deploy and easily extend and change applications to meet strategic business needs.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: CRM Suite - Enterprise - New Version

Nomination Title: Bringing Pega Infinity Further Into the Future With Smarter, More Collaborative Features.

Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the features, functions, benefits, and results to date of the nominated new or new-version product or service, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words

https: //www.pega.com/infinity

In June 2019, Pega announced updates to Pega Infinity™, the company’s flagship digital transformation platform that enables businesses to improve customer engagement and operational efficiency. These updates add additional capabilities to directly impact business efficiency and sales enablement on the back end and customer experience and satisfaction on the front end. Updates include:

Enterprise Low-Code Factory: A centralized dashboard that empowers employees company-wide to quickly create enterprise software that’s compliant with company and industry standards. https: //community.pega.com/low-code-factory

For the company: It operationalizes the global deployment of low code company-wide to accelerate digital transformation.

For employees: It empowers them with the freedom, skills, and confidence to quickly build any kind of app – which is extremely useful when it comes to quickly creating software that helps organizations offer better customer interactions in sales and customer service.

For business and IT leaders: It gives them control to ensure apps are built with the consistency of a fine-tuned assembly line, leading to better business and IT collaboration, faster time to value, and lower development costs.

Omnichannel messaging capabilities: Pega Customer Service™, the customer service application within Pega Infinity, can more easily connect with customers regardless of which messaging application they choose – helping brands rapidly adapt to a constantly changing customer service landscape. Users can integrate any chat or messaging channel such as Facebook Messenger, Twitter Direct Messaging, Apple Business Chat, and others yet to be created – which means organizations are set up for success when the next hot messaging tool comes on the market. Connecting all channels within one process or service case ensures data and context follow customers regardless of channel for optimal customer experiences. https: //www.pega.com/about/news/press-releases/pega-introduces-new-messaging-capabilities-help-brands-rapidly-adapt

Real-Time AI Connectors: A new set of APIs enables Pega Customer Decision Hub (CDH) users to plug in third-party AI engines, such as Google Cloud Machine Learning Engine and Amazon SageMaker, to their already-powerful Pega AI. CDH is Pega’s always-on CRM brain that helps users make more intelligent, agile business decisions. These Real-Time AI Connectors tap directly into the ecosystem of the latest AI algorithms from outside organizations. Pega seamlessly integrates with these third-party AI engines by initiating service callouts in tandem with Pega’s native AI capabilities, giving clients the power of both services at the same time so they don’t need to choose between the two. This makes the CDH even smarter by adding new ways for clients to bring more personalization and relevance to every customer engagement while driving higher customer lifetime value. With an open approach to Pega’s architecture, Real-Time AI Connectors help bring advancements to our clients so they can infuse the latest AI algorithms into their proven Pega AI engine. https: //www.pega.com/products/pega-platform/decision-hub#p-7cacdbe2-072d-43dd-a395-3217926d06fa

Throughout nearly every step of the customer journey, the unified Pega InfinityTM platform leverages AI to optimize customer engagement and operational efficiency on a cloud-agnostic platform, anticipating and adapting to customer needs while making processes better for employees. To date, it’s still the only CRM tool on the market unifying the front (customer engagement) and back end (digital process automation) of how organizations do business. By engaging customers with the right message, at the right time, in any channel, users improve customer satisfaction while increasing customer lifetime value.

Pega Infinity includes (but is not limited to) Pega Customer Service, which predicts and manages complex customer journeys by using AI to anticipate customer needs, connect customers to the right people and systems, and automate or intelligently guide every interaction; and Pega Sales Automation, a sales engagement and enablement tool that uses AI to predict and drive the right insights, content, and actions for every sales situation, helping organizations sell smarter, bust quotas, and simplify sales.

Pega Infinity does it all: providing intelligent customer experiences on the front end while driving work on the back end so everything comes together in a single customer-centric solution. It’s built for change – evolving and adapting to the growing demands of potential and existing clients.