Pegasystems Add Case Work Management Capabilities

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New Innovations Manage Case Work With Unparalleled Control, Visibility, and Ease of Use


CAMBRIDGE, MA–(Marketwire – October 20, 2010) –  Pegasystems Inc. (NASDAQ: PEGA), the leader in business process management (BPM) and a leading provider of customer relationship management (CRM) solutions, today unveiled the latest enhancements to its award-winning SmartBPM® Suite, delivering significant innovations to its extensive case management capabilities. These new enhancements help organizations automate case workloads and track case management tasks with the ability to rapidly adapt to change.


Many of the world’s leading organizations use Pegasystems’ Build for Change® technology for case management, with a focus on situationally specific work automation, as well as for faster time-to-market for transformational business initiatives. This new release extends those capabilities with expanded case management capabilities to help organizations meet these challenges by allowing them to quickly define case solutions and manage case work with unparalleled control, visibility, and ease of use. Today’s businesses and government agencies are seeing a growing demand to support knowledge workers with unstructured processes that directly affect case work and case outcomes. At the same time, they need to reduce costs and deal with a steady increase in requests, especially in government. Organizations also need to address the explosion in regulatory and audit requirements and embrace new social media mediums for collaboration. 


Pegasystems’ SmartBPM has always accommodated multi-dimensional enterprise case work and event detection and correlation especially for fraud, risk and compliance. Its latest release offers new capabilities to work more collaboratively, incorporating and adapting, in real time, to unexpected tasks and sub-cases. Case workers and managers can now work the way they have always wanted, without compromising intelligent automation of case tasks.


As case management is a content-rich process, Pegasystems has also expanded its interoperability with native content management systems with support for the fast emerging Content Management Interoperability Services (CMIS) standard. Case management solutions built in Pegasystems now provide diverse and rich support for distributed content management repositories and archives, as well as tight integration into distributed back-end systems. With Pegasystems’ solution, organizations can use cross-channel case creation (phone, print, mail, fax, document, scan, Web-based) and leverage Pegasystems’ core document and content management capabilities. These same channels can be used for automated and personalized outbound communication as well.


Highlights / Key Facts:

The new case management capabilities in the latest version of Pegasystems SmartBPM dramatically improve business operations and outcomes by:

  • Supporting highly-adaptive case management. Teams can quickly create new versions of a case process, learn from real world situations, and design better processes by doing the work.
  • Making it seamless and easy for case designers to visualize and think through even the most complex case flows. Now, it’s easier to design and define every case, as well as all sub-cases, tasks, and all necessary elements (content, subjects, roles, events, etc.) along with the relationships between them.
  • Improving the case outcome success ratio with 360-degree visibility into all cases and dynamic decision support.
  • Speeding and simplifying case handling, with flexible and intuitive web-based portals that bring Pegasystems’ intelligent case work guidance even closer to the decision makers.


Quotes & Commentary:

Dynamic Case Management — An Old Idea Catches New Fire by Craig Le Clair, Connie Moore, Forrester Research, Inc., December 28, 2009:
“The renewed interest in case management results from a recognition that older process automation approaches based on old mass-production concepts are no longer adequate in an era of people-driven processes that benefit from autonomous decision-making and highly social collaborative tools. As organizations continue to improve their processes using Lean, Lean Six Sigma, and BPM approaches, more organizations will renew their interest in case management. But this new case management will be a huge departure from the workflow/imaging solutions of old and will be based on predictive analytics, business rules, and social collaboration, in addition to core BPM and ECM functionality.”


Kerim Akgonul, Vice President of Product Development at Pegasystems
“Most legacy case management systems are either pre-packaged or hard-coded applications that do not empower business users to change the application when and where it is needed. On the other hand, most BPM systems have made the fundamental mistake of constraining their capabilities to certain industry standards that in fact relegate BPM to process integration. This makes other BPM approaches incapable of delivering on today’s demands for ad-hoc and dynamic enterprise case management. While Pegasystems supports industry standards, we have made a strategic choice not be constrained by them. For years, we have been able to accommodate a wide array of rich case management workflows that focus on incident management, service requests and investigative tasks, such as financial crimes and fraud. With our newest release, we have taken case management to a new level by making it more adaptive and empowering case workers to ‘design by doing,’ leveraging our context-aware capabilities to systematically improve outcomes and productivity.”


Supporting resources:


RSS Feeds for Pegasystems Press Releases, Pegasystems Media Coverage, Pegasystems Webcasts, and Pegasystems Events.


About Pegasystems
Pegasystems, the leader in business process management and a leading provider of CRM solutions, helps organizations enhance customer loyalty, generate new business, and improve productivity. Our patented Build for Change® technology speeds the delivery of critical business solutions by directly capturing business objectives and eliminating manual programming. Pegasystems enables clients to quickly adapt to changing business conditions in order to outperform the competition. For more information, please visit us at


All trademarks are the property of their respective owners.

The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems. Pegasystems specifically disclaims any liability with respect to this information.


Media Contacts:
Brian Callahan
(617) 866-6364

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