engage more users through more channels with pega 7

Engage More Users through More Channels

Krassi Genov

10/09/2013

The Power to Simplify – Pega 7 OverviewThursday, October 3rd (recorded session available for replay)

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Pega 7 Webinar Series

02 Engage More Users through More ChannelsTODAY: Wednesday, October 9th at 10AM ET

03 Achieve the Highest Levels of Availability, Scalability and PerformanceWednesday, October 16th at 10AM ET

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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.

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Solution: A Unified Platform

On Cloud • On Premises

© 2013,, Pegasystems Inc.

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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.

© 2013,, Pegasystems Inc.

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Designing the Omni-Channel UX

© 2013,, Pegasystems Inc.

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Designing the Omni-Channel UX

© 2013,, Pegasystems Inc.

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Designing the Omni-Channel UX

© 2013,, Pegasystems Inc.

Open Your Apps to Mobile and Social Channels

Customer to CompanyEmployee to Employee

© 2013,, Pegasystems Inc.

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Employee to Employee Collaboration

Collaboratecollaborate contextually

Stay informedalerts, SLA milestones, updates

Leverage the network effectreferences and competitive insights

Audit trailsecurity, control, audit

© 2013,, Pegasystems Inc.

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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 disagreeo Disagreeo Neither agree nor disagreeo Agreeo Strongly agree

o My collaboration tools are fully integrated into my businesso Strongly disagreeo Disagreeo Neither agree nor disagreeo Agreeo Strongly agree

© 2013,, Pegasystems Inc.

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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.

© 2013,, Pegasystems Inc.

Pega Pulse Social CollaborationUnified, 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.

Open your apps to mobile and social channels

Customer to CompanyEmployee to Employee

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Customer to Company Engagement

Listen

Analyze

Act

Adapt

© 2013,, Pegasystems Inc.

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POLLING QUESTIONS

oMy business supports a true omni-channel CXo Strongly disagreeoDisagreeoNeither agree nor disagreeoAgreeo Strongly agree

© 2013,, Pegasystems Inc.

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Sara R ConnorTwitter: @SaraRConnor30,000 Twitter followersKlout score: 8529 yrs. oldMarketing Executive, Blogger, SpeakerPegaBank customer since 2010

© 2013,, Pegasystems Inc.

Listen to Your Customer Listen

© 2013,, Pegasystems Inc.

Listen to Your Customer Listen

© 2013,, Pegasystems Inc.

Analyze for Better Insight Analyze

© 2013,, Pegasystems Inc.

Analyze for Better Insight Analyze

© 2013,, Pegasystems Inc.

Analyze for Better Insight Analyze

© 2013,, Pegasystems Inc.

Act: Take the Most Appropriate Action Act

© 2013,, Pegasystems Inc.

Act: Take the Most Appropriate Action Act

© 2013,, Pegasystems Inc.

Act: Take the Most Appropriate Action Act

© 2013,, Pegasystems Inc.

Adapt to Changing Market Events Adapt

© 2013,, Pegasystems Inc.

Adapt to Changing Market Events Adapt

© 2013,, Pegasystems Inc.

Adapt to Changing Market Events Adapt

© 2013,, Pegasystems Inc.

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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…

© 2013,, Pegasystems Inc.

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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

© 2013,, Pegasystems Inc.

October 27 – 28, 2013Hyderabad International Convention CentreHyderabad, India

Sunday 2:00pm – 10:00pmMonday 9:30am – 8:00pm

Build for Change®

Pega software revolutionizes how leading organizations optimize the customer experience and automate operations