Pegasystems has released PegaCard Customer Care, a new rules-based packaged application designed to provide card issuers with the ability to quickly customise services and adapt to changing business needs.
Pegasystems describes the new package as an "evolution" in its card services technology. The vendor's card technology is implemented in eight of the top 15 North American card issuers, as well as in two of the leading global card outsourcers, and offers solutions extending from customer service into collections, dispute and chargeback management, credit, fraud and correspondence management.
Built on the company's rules-based architecture, PegaCard Customer Care embeds best practices to ensure consistent customer interactions. It also promises integration between front- and back-office processes, providing bank staff with a holistic view of a customer's account through an intuitive user interface, eliminating the need for multiple screens and systems.
Joseph Friscia, executive vice president, applications business, Pegasystems, says the system is designed to benefit user organisations in a number of ways: "First, it can help increase productivity through automated processing and real-time fulfillment of service requests. Second, it can help increase revenue through its rules-driven, cross-sell and up-sell capabilities. And third, it can help increase customer retention and loyalty by personalised response and resolution of inquiries."
Available as part of the PegaCard Services suite of products, the module can be implemented out-of-the-box, or as part of an integrated solution, says the vendor.