Pegasystems, a maker of business process management (BPM) software, this week released the latest evolution of its customer process-focused offering, said to incorporate improved social media capabilities into the core product.
In keeping with the tradition of business process management suites, the Customer Process Manager software aims to automate and standardize an array of business functions, specifically those involving customer inquiries and interaction through various communication channels. The latest version of the product bulks up on tools to monitor, analyze, and respond to social media interactions, Pegasystems said in a statement.
Companies using the updated software will be able to seamlessly incorporate into their process flow the interactions with customers that occur via social media sites such as Facebook, LinkedIn, and Twitter. Companies can use the Pegasystems software to augment customer profiles with information gleaned from these social media outlets. A customer service representative, for example, can access such qualifying information to provide a more personalized customer service experience, according to Pegasystems.
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