1. Engage More Users
through More
Channels
Krassi Genov
10/09/2013

2. The Power to Simplify – Pega 7 Overview
Thursday, October 3rd (recorded session available for replay)
01
Pega 7 Webinar Series
02 Engage More Users through More Channels
TODAY: Wednesday, October 9th at 10AM ET
03 Achieve the Highest Levels of Availability, Scalability and Performance
Wednesday, October 16th at 10AM ET

3. 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.3

4. Solution: A Unified Platform
On Cloud • On Premises
4 © 2013,, Pegasystems Inc.

5. 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.
5 © 2013,, Pegasystems Inc.

6. Designing the Omni-Channel UX
6 © 2013,, Pegasystems Inc.

7. Designing the Omni-Channel UX
7 © 2013,, Pegasystems Inc.

8. Designing the Omni-Channel UX
8 © 2013,, Pegasystems Inc.

9. Open Your Apps to Mobile and Social
Channels
Customer to CompanyEmployee to Employee
© 2013,, Pegasystems Inc.

10. Employee to Employee Collaboration
Collaborate
collaborate contextually
Stay informed
alerts, SLA milestones, updates
Leverage the network effect
references and competitive insights
Audit trail
security, control, audit
10 © 2013,, Pegasystems Inc.

11. 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 disagree
o Disagree
o Neither agree nor disagree
o Agree
o Strongly agree
o My collaboration tools are fully integrated into my business
o Strongly disagree
o Disagree
o Neither agree nor disagree
o Agree
o Strongly agree
11 © 2013,, Pegasystems Inc.

12. 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.
12 © 2013,, Pegasystems Inc.

13. Pega Pulse Social Collaboration
Unified, 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.

14. Open your apps to mobile and social
channels
Customer to CompanyEmployee to Employee

15. Customer to Company Engagement
Listen
Analyze
Act
Adapt
15 © 2013,, Pegasystems Inc.

16. POLLING QUESTIONS
oMy business supports a true omni-channel CX
o Strongly disagree
o Disagree
o Neither agree nor disagree
o Agree
o Strongly agree
16 © 2013,, Pegasystems Inc.

17. Sara R Connor
Twitter: @SaraRConnor
30,000 Twitter followers
Klout score: 85
29 yrs. old
Marketing Executive, Blogger, Speaker
PegaBank customer since 2010
17 © 2013,, Pegasystems Inc.

18. Listen to Your Customer Listen
© 2013,, Pegasystems Inc.

19. Listen to Your Customer Listen
© 2013,, Pegasystems Inc.

20. Analyze for Better Insight Analyze
© 2013,, Pegasystems Inc.

21. Analyze for Better Insight Analyze
© 2013,, Pegasystems Inc.

22. Analyze for Better Insight Analyze
© 2013,, Pegasystems Inc.

23. Act: Take the Most Appropriate Action Act
© 2013,, Pegasystems Inc.

24. Act: Take the Most Appropriate Action Act
© 2013,, Pegasystems Inc.

25. Act: Take the Most Appropriate Action Act
© 2013,, Pegasystems Inc.

26. Adapt to Changing Market Events Adapt
© 2013,, Pegasystems Inc.

27. Adapt to Changing Market Events Adapt
© 2013,, Pegasystems Inc.

28. Adapt to Changing Market Events Adapt
© 2013,, Pegasystems Inc.

29. 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…
29 © 2013,, Pegasystems Inc.

30. 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
30 © 2013,, Pegasystems Inc.

31. October 27 – 28, 2013
Hyderabad International Convention Centre
Hyderabad, India
Sunday 2:00pm – 10:00pm
Monday 9:30am – 8:00pm

32. Build for Change®
Pega software revolutionizes how leading
organizations optimize the customer
experience and automate operations