engage more users through more channels with pega 7
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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
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