For the first time, business users are able to leverage a unified environment of BPM and business rules with advanced analytics to predict and act on customer needs. Pega BPM applications dynamically adapt to customer-facing business processes to optimize business outcomes.

The predictive and adaptive decisioning components enable organizations to optimize customer-facing processes to provide a better overall customer experience. Advanced features empower more intelligent recommendations for the next-best-action to maximize retention, cross-sell or upsell opportunities.

The new release also builds upon its early 2011 industry recognition as the leading dynamic case management solution by adding a host of new collaboration features. These increase support for extended teams working in real-time on shared cases, a collaborative events feed familiar to popular social networking sites, and easier ways for business people to accommodate ad-hoc case work.

The new release of Pega BPM is being announced at PegaWORLD 2011, the BPM industry's premier event. The event showcases leading organizations using Pega to achieve customer centricity, drive revenue growth, and improve productivity. The agenda also includes keynote presentations and panel participation from many of the world's foremost companies.

Pega's powerful and robust Pega BPM solution offers numerous enhancements that continue to set the pace for the BPM industry, including:
• Unified predictive and adaptive decisioning - uses advanced business analytics with real-time adaptive self-tuning to help guide intelligent conversations with customers for retention, cross-sell/up-sell, and risk management. This functionality, featuring easy-to-use models, has been in use for years by a number of leading companies as a standalone component, and is now enhanced and completely unified within Pega BPM. The result both pushes the boundaries of traditional BPM and fosters new levels olevels of customer centricity.
• New thin-client modeling options - provides business users the tools they need to build complete process models on the Web, along with enhanced tools to handle advanced UI, integration and business events to provide much faster time-to-market with reduced training.
• Business event driven interactions - enables business users to define and trigger time or pattern-driven changes to forms, reports, or cases.

Alan Trefler, Founder and CEO of Pegasystems: "Organizations need to be able to Build for Change in today's global economy to differentiate themselves, drive revenue growth and improve the customer experience. Customer centricity has become a key strategic goal for the majority of our clients. They are looking to take a multi-channel, 'customer-in' approach to eliminate silos and inefficiencies, so they can rapidly seize new business opportunities and outperform the competition. Central to improving customer experience is being able to predict, present and operationalize the next-best-action with advanced analytics. Pega was the first and only BPM solution to offer a truly unified platform for business rules and business process. Adding proven and business-friendly predictive analytics makes the solution an even more unique and compelling choice for those who need to delight customers and dynamically adapt to meet their needs, all while improving efficiency."

Kerim Akgonul, Vice President, Product Management at Pegasystems: "Our focus has been to make Pega BPM smarter, faster and easier for our clients. This latest version brings our industry-leading capabilities in a single, unified environment so that organizations don't face the traditional software pitfalls of multiple points of integration, multiple testing environments, or multiple tools for governance, risk, or compliance. Our cloud and on-premise solutions enable our clients to accelerate time-to-value with a broad range of functionality that provides significant cost savings and minimizes IT expense for infrastructure or custom programming, in order to meet the pressing needs of the business. Pega is delivering a new model for enterprise applications that meet the needs to today's global businesses."

According to a recent report by James Kobielus, Senior Analyst at Forrester Research: "Modern business is all about honing your predictive powers to anticipate the best move at every stage of every business process - both customer-facing and back-office. Leading-edge organizations now integrate predictive models, business process management suites (BPMSes), business rules engines, and complex event processing to support next best actions in multichannel customer relationship management (CRM). Killer apps for next best actions are targeted offers that customer service agents make to influential customers or marketing campaigns that a product team revises on the fly to prevent failure due to negative sentiments surfacing on social networks. CRM professionals should integrate recommendation-engine technologies into all customer-facing processes. This will drive next best actions and enable companies to maximize the return on sales, marketing, and customer-service initiatives in a multichannel CRM environment. CRM pros should also work with business process (BP) professionals to integrate next best actions into all back-office processes to enable continuous process optimization and agility." (Forrester Research: "Boost Customer Lifetime Value Through Next Best Actions In Multichannel CRM," April 13, 2011)