Cambridge, MA February 5, 2003 Pegasystems Inc., a business process management (BPM) solution provider, this week announced the general availability of PegaCARD Customer Care, a customer service application for card issuing organizations. The company said the packaged card product has been designed to deliver customer service and automation capabilities by integrating front- and back-office processes.
PegaCARD Customer Care is part of Pegasystems' card services technology, built on the company's rules architecture. According to the provider, the application embeds best practices for consistent customer interactions and, as a result, procedures can be modified to adapt to changing market conditions.
Additionally, because of the integrated front- and back-office processes, Pegasystems said service representatives have a holistic view of a customer's account.
Dan Murray, director of consumer credit research, TowerGroup, said, "The customer relationship is only as good as the last phone call. It is critical for card issuing organizations to work with a supplier with significant expertise and a deep understanding of customer care that can provide a solution that helps them resolve customer inquiries quickly and correctly."
Pegasystems said its card technology is currently implemented in eight of the top 15 North American card issuers, as well as in two of the leading global card outsourcers.