Pegasystems Inc. - Business Process Management Software - Category Directory

101 Main Street
Cambridge, MA 02142-1590
(617) 374-9600
www.pega.com

Sales

$104 million

Business Description
We develop, market, license, and support software that enables transaction intensive organizations to manage a broad array of business processes. Our rules based business process management software is used by some of the largest companies in the world to automate decision making and the processes implementing those decisions. Our software is capable of being used by thousands of concurrent users, runs on a broad range of computer platforms and interfaces with many other applications and databases. Business users, and not just technical programmers, are able to modify the logic of our applications, thus enabling organizations to alter their business processes rapidly in response to changing business conditions. We provide implementation, consulting, training, and technical support services to facilitate the use of our software. We also maintain alliances with systems integrators and independent software vendors to support our customers.

Pegasystems’ products

We provide rules based Business Process Management platforms applicable to many industries and rules based software applications for customer process management and exceptions management in the financial services and healthcare industries.

Rules based Business Process Management platforms

We provide two rules based Business Process Management platforms — PegaRULES Process Commander, and PegaWORKS. These platforms help solve a wide range of business process management problems and provide customers an opportunity to leverage previous technology investments by integrating software applications across a common platform. Our applications products are based on these platforms.

Customer process management applications

With Pegasystems’ products, organizations link customer service and back office operations and integrate multiple communications channels, such as call center, e-mail, local branch offices, and the Internet. Our products extend the reach of existing customer relationship applications to achieve automation efficiencies by completing the often complex and detailed follow up activities associated with customer interactions. Our products also integrate with customers’ legacy applications.

• PegaCARD Customer Care has been designed to deliver differentiated customer service and automation capabilities, providing credit card issuers with the flexibility and agility to help quickly implement new practices and processes, bring new services to market and specialize processing to the needs of the portfolios, departments or demographics.

• PegaHEALTH Service Manager automates the handling of many common healthcare plan member inquiries, supporting contact management, account maintenance and history, and sales inquiries.

• Pega Customer Process Manager introduced in early 2004, is a customer service and fulfillment application applicable to many industries.

Exceptions management applications

We offer products predominately for the financial services and healthcare industries that address exceptions management — transactions that are not automatically processed by existing systems. These products are designed to increase the number of transactions processed straight through without intervention. By automating not only research and decision making, but also the business processes necessary to execute the decisions, our exceptions management applications can reduce the costs and risks associated with manual processing, while improving quality and efficiency.

• PegaCARD Smart Dispute automates the myriad of rules that govern how credit card charges are managed. Our software integrates issuer, alliance, bank, customer and other rules to promote optimal and consistent performance.

• PegaPAYMENT Smart Investigations provides exceptions management capabilities that automate the investigation and resolution of exceptions in corporate actions, payments and securities settlement investigations, retail brokerage, and wholesale clearing services.

• PegaPAYMENT Smart Adjust automates check research and adjustment processing, streamlining check and other payment processing functions, reducing manual work and enabling efficient access to data stored on microfilm and digital media.

• PegaHEALTH Claims Exception Automation automates back office claims exceptions processing, claims payment and exception research functions, which can reduce the amount of manual work, error rates and operational costs, while improving quality and efficiency.

• Pega Quality & Exceptions Manager introduced in early 2004, is an exception management application applicable to many industries.

Markets and representative customers

The market for Business Process Management software is driven by businesses that seek systems that meet their need for productivity, quality, agility and compliance. Our target customers are those organizations faced with managing complex customer transactions and who regularly modify the rules and processes relating to those transactions. Our traditional customers are large companies in the financial services and healthcare markets. With our PegaRULES Process Commander platform, we are also able to offer solutions to other industries.

Financial services organizations continue to require software to improve the quality, accuracy and efficiency of customer interactions and transactions processing. Pegasystems’ customer process and exceptions management products provide flexibility and functionality to allow customers maximum responsiveness to meet changing business requirements. Representative financial services customers of ours include: American National, Bank of America, N.A., Barclays Bank PLC, Citibank, N.A., Credit Lyonnais, Credit Suisse Group, Fleet/Boston Financial Services, N.A., The Hong Kong and Shanghai Banking Corporation Limited, JP Morgan Chase & Co., National Australia Bank Limited, Rabobank, and Société Générale S.A..

Healthcare

Healthcare organizations also continue to seek out products that integrate their front and back office initiatives and help drive customer service, efficiency and productivity. Representative healthcare customers of ours include Blue Cross and Blue Shield of Massachusetts, Blue Cross & Blue Shield of Rhode Island, HealthNow New York, and Hospitals Contribution Fund of Australia Limited.