Wells Fargo Pega User Group October Meeting · PDF fileWells Fargo Pega User Group October...
Transcript of Wells Fargo Pega User Group October Meeting · PDF fileWells Fargo Pega User Group October...
1 1 copy 2012 Confidential Pegasystems Inc
Wells Fargo
Pega User Group
October Meeting
Stephen Chu Account Executive
Felicia Jackson Account Executive
Robb Wheeler Account Executive
Emmitt Ray Managing Account Executive
2 2
Speakers
Peter van der Putten
Director Decisioning Solutions WW
Stephen Zisk
Senior BPM Product Marketing
Manager
3 3 copy 2012 Confidential Pegasystems Inc
Decisioning Overview
Wells Fargo Pega User Group
Peter van der Putten
Director Decisioning Solutions WW
4 copy 2012 Pegasystems Inc
Next-Best-Action Optimizing Value For Each Customer
Channels
Business Objectives
Growth
Retention
Service
Risk
Customer Needs
Contextual
Timely
Consistent
Relevant
11
Business Case
5 copy 2012 Pegasystems Inc
Next-Best-Action Customers Speak
ldquoPegarsquos real-time decision
management system acts as the
brain of our operation directing all
of the interactions across
channelsrdquo
ldquoDecisioning really forces
cross-channel consistency and
relevancy itrsquos very powerful
customers appreciate thatrdquo
ldquoWersquove transitioned to a market
where we really need to extract all
the value we can from every single
interactionrdquo
ldquoCustomer value management for us
means we understand what
customers really want in return we
offer them exactly what they needrdquo
Customer amp Agent Scenarios
7 copy 2012 Pegasystems Inc
Banking Example Balancing Marketing and Risk throughout the Banking Lifecycle
Customer Acquisition
Account Opening amp On-
boarding
Customer Development
Customer Asset
Retention
Segment amp Target
Extend Offer
Open Account
Cross-Sell
Portfolio Risk
Cross-Sell
Resolve Problems
Retention
Adapted from Tower 2009
Make consistent
focused marketing
efforts daily
Use customer
analytics (predictive amp
adaptive) to drive
prospecting
Offer a compelling
value proposition to a
ldquosegment of onerdquo
Broadly discuss other
financial needs amp
existing relationships
Dynamically guide
conversations in real-
time
Capture future
opportunities and
interaction preferences
Cross-sell and onboard
as appropriate
Guide customers and
agents to create
dynamic offer bundles
Increase share of
wallet via cross-selling
Set compelling rewards
and value propositions
Take risk into account
early in the cross sell
decision not
afterthought
Use relationship risk
pricing
Offer appropriate
customer service
Monitor portfolio
profitability and risk
Capture customer
feedback during
interactions
Perform root cause
analysis of service
issues
Develop reactive offers
amp strategies for valued
customers
Coordinate collections
amp recovery actions
across the organization
Win back customers
that have left
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
2 2
Speakers
Peter van der Putten
Director Decisioning Solutions WW
Stephen Zisk
Senior BPM Product Marketing
Manager
3 3 copy 2012 Confidential Pegasystems Inc
Decisioning Overview
Wells Fargo Pega User Group
Peter van der Putten
Director Decisioning Solutions WW
4 copy 2012 Pegasystems Inc
Next-Best-Action Optimizing Value For Each Customer
Channels
Business Objectives
Growth
Retention
Service
Risk
Customer Needs
Contextual
Timely
Consistent
Relevant
11
Business Case
5 copy 2012 Pegasystems Inc
Next-Best-Action Customers Speak
ldquoPegarsquos real-time decision
management system acts as the
brain of our operation directing all
of the interactions across
channelsrdquo
ldquoDecisioning really forces
cross-channel consistency and
relevancy itrsquos very powerful
customers appreciate thatrdquo
ldquoWersquove transitioned to a market
where we really need to extract all
the value we can from every single
interactionrdquo
ldquoCustomer value management for us
means we understand what
customers really want in return we
offer them exactly what they needrdquo
Customer amp Agent Scenarios
7 copy 2012 Pegasystems Inc
Banking Example Balancing Marketing and Risk throughout the Banking Lifecycle
Customer Acquisition
Account Opening amp On-
boarding
Customer Development
Customer Asset
Retention
Segment amp Target
Extend Offer
Open Account
Cross-Sell
Portfolio Risk
Cross-Sell
Resolve Problems
Retention
Adapted from Tower 2009
Make consistent
focused marketing
efforts daily
Use customer
analytics (predictive amp
adaptive) to drive
prospecting
Offer a compelling
value proposition to a
ldquosegment of onerdquo
Broadly discuss other
financial needs amp
existing relationships
Dynamically guide
conversations in real-
time
Capture future
opportunities and
interaction preferences
Cross-sell and onboard
as appropriate
Guide customers and
agents to create
dynamic offer bundles
Increase share of
wallet via cross-selling
Set compelling rewards
and value propositions
Take risk into account
early in the cross sell
decision not
afterthought
Use relationship risk
pricing
Offer appropriate
customer service
Monitor portfolio
profitability and risk
Capture customer
feedback during
interactions
Perform root cause
analysis of service
issues
Develop reactive offers
amp strategies for valued
customers
Coordinate collections
amp recovery actions
across the organization
Win back customers
that have left
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
3 3 copy 2012 Confidential Pegasystems Inc
Decisioning Overview
Wells Fargo Pega User Group
Peter van der Putten
Director Decisioning Solutions WW
4 copy 2012 Pegasystems Inc
Next-Best-Action Optimizing Value For Each Customer
Channels
Business Objectives
Growth
Retention
Service
Risk
Customer Needs
Contextual
Timely
Consistent
Relevant
11
Business Case
5 copy 2012 Pegasystems Inc
Next-Best-Action Customers Speak
ldquoPegarsquos real-time decision
management system acts as the
brain of our operation directing all
of the interactions across
channelsrdquo
ldquoDecisioning really forces
cross-channel consistency and
relevancy itrsquos very powerful
customers appreciate thatrdquo
ldquoWersquove transitioned to a market
where we really need to extract all
the value we can from every single
interactionrdquo
ldquoCustomer value management for us
means we understand what
customers really want in return we
offer them exactly what they needrdquo
Customer amp Agent Scenarios
7 copy 2012 Pegasystems Inc
Banking Example Balancing Marketing and Risk throughout the Banking Lifecycle
Customer Acquisition
Account Opening amp On-
boarding
Customer Development
Customer Asset
Retention
Segment amp Target
Extend Offer
Open Account
Cross-Sell
Portfolio Risk
Cross-Sell
Resolve Problems
Retention
Adapted from Tower 2009
Make consistent
focused marketing
efforts daily
Use customer
analytics (predictive amp
adaptive) to drive
prospecting
Offer a compelling
value proposition to a
ldquosegment of onerdquo
Broadly discuss other
financial needs amp
existing relationships
Dynamically guide
conversations in real-
time
Capture future
opportunities and
interaction preferences
Cross-sell and onboard
as appropriate
Guide customers and
agents to create
dynamic offer bundles
Increase share of
wallet via cross-selling
Set compelling rewards
and value propositions
Take risk into account
early in the cross sell
decision not
afterthought
Use relationship risk
pricing
Offer appropriate
customer service
Monitor portfolio
profitability and risk
Capture customer
feedback during
interactions
Perform root cause
analysis of service
issues
Develop reactive offers
amp strategies for valued
customers
Coordinate collections
amp recovery actions
across the organization
Win back customers
that have left
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
4 copy 2012 Pegasystems Inc
Next-Best-Action Optimizing Value For Each Customer
Channels
Business Objectives
Growth
Retention
Service
Risk
Customer Needs
Contextual
Timely
Consistent
Relevant
11
Business Case
5 copy 2012 Pegasystems Inc
Next-Best-Action Customers Speak
ldquoPegarsquos real-time decision
management system acts as the
brain of our operation directing all
of the interactions across
channelsrdquo
ldquoDecisioning really forces
cross-channel consistency and
relevancy itrsquos very powerful
customers appreciate thatrdquo
ldquoWersquove transitioned to a market
where we really need to extract all
the value we can from every single
interactionrdquo
ldquoCustomer value management for us
means we understand what
customers really want in return we
offer them exactly what they needrdquo
Customer amp Agent Scenarios
7 copy 2012 Pegasystems Inc
Banking Example Balancing Marketing and Risk throughout the Banking Lifecycle
Customer Acquisition
Account Opening amp On-
boarding
Customer Development
Customer Asset
Retention
Segment amp Target
Extend Offer
Open Account
Cross-Sell
Portfolio Risk
Cross-Sell
Resolve Problems
Retention
Adapted from Tower 2009
Make consistent
focused marketing
efforts daily
Use customer
analytics (predictive amp
adaptive) to drive
prospecting
Offer a compelling
value proposition to a
ldquosegment of onerdquo
Broadly discuss other
financial needs amp
existing relationships
Dynamically guide
conversations in real-
time
Capture future
opportunities and
interaction preferences
Cross-sell and onboard
as appropriate
Guide customers and
agents to create
dynamic offer bundles
Increase share of
wallet via cross-selling
Set compelling rewards
and value propositions
Take risk into account
early in the cross sell
decision not
afterthought
Use relationship risk
pricing
Offer appropriate
customer service
Monitor portfolio
profitability and risk
Capture customer
feedback during
interactions
Perform root cause
analysis of service
issues
Develop reactive offers
amp strategies for valued
customers
Coordinate collections
amp recovery actions
across the organization
Win back customers
that have left
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
5 copy 2012 Pegasystems Inc
Next-Best-Action Customers Speak
ldquoPegarsquos real-time decision
management system acts as the
brain of our operation directing all
of the interactions across
channelsrdquo
ldquoDecisioning really forces
cross-channel consistency and
relevancy itrsquos very powerful
customers appreciate thatrdquo
ldquoWersquove transitioned to a market
where we really need to extract all
the value we can from every single
interactionrdquo
ldquoCustomer value management for us
means we understand what
customers really want in return we
offer them exactly what they needrdquo
Customer amp Agent Scenarios
7 copy 2012 Pegasystems Inc
Banking Example Balancing Marketing and Risk throughout the Banking Lifecycle
Customer Acquisition
Account Opening amp On-
boarding
Customer Development
Customer Asset
Retention
Segment amp Target
Extend Offer
Open Account
Cross-Sell
Portfolio Risk
Cross-Sell
Resolve Problems
Retention
Adapted from Tower 2009
Make consistent
focused marketing
efforts daily
Use customer
analytics (predictive amp
adaptive) to drive
prospecting
Offer a compelling
value proposition to a
ldquosegment of onerdquo
Broadly discuss other
financial needs amp
existing relationships
Dynamically guide
conversations in real-
time
Capture future
opportunities and
interaction preferences
Cross-sell and onboard
as appropriate
Guide customers and
agents to create
dynamic offer bundles
Increase share of
wallet via cross-selling
Set compelling rewards
and value propositions
Take risk into account
early in the cross sell
decision not
afterthought
Use relationship risk
pricing
Offer appropriate
customer service
Monitor portfolio
profitability and risk
Capture customer
feedback during
interactions
Perform root cause
analysis of service
issues
Develop reactive offers
amp strategies for valued
customers
Coordinate collections
amp recovery actions
across the organization
Win back customers
that have left
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
Customer amp Agent Scenarios
7 copy 2012 Pegasystems Inc
Banking Example Balancing Marketing and Risk throughout the Banking Lifecycle
Customer Acquisition
Account Opening amp On-
boarding
Customer Development
Customer Asset
Retention
Segment amp Target
Extend Offer
Open Account
Cross-Sell
Portfolio Risk
Cross-Sell
Resolve Problems
Retention
Adapted from Tower 2009
Make consistent
focused marketing
efforts daily
Use customer
analytics (predictive amp
adaptive) to drive
prospecting
Offer a compelling
value proposition to a
ldquosegment of onerdquo
Broadly discuss other
financial needs amp
existing relationships
Dynamically guide
conversations in real-
time
Capture future
opportunities and
interaction preferences
Cross-sell and onboard
as appropriate
Guide customers and
agents to create
dynamic offer bundles
Increase share of
wallet via cross-selling
Set compelling rewards
and value propositions
Take risk into account
early in the cross sell
decision not
afterthought
Use relationship risk
pricing
Offer appropriate
customer service
Monitor portfolio
profitability and risk
Capture customer
feedback during
interactions
Perform root cause
analysis of service
issues
Develop reactive offers
amp strategies for valued
customers
Coordinate collections
amp recovery actions
across the organization
Win back customers
that have left
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
7 copy 2012 Pegasystems Inc
Banking Example Balancing Marketing and Risk throughout the Banking Lifecycle
Customer Acquisition
Account Opening amp On-
boarding
Customer Development
Customer Asset
Retention
Segment amp Target
Extend Offer
Open Account
Cross-Sell
Portfolio Risk
Cross-Sell
Resolve Problems
Retention
Adapted from Tower 2009
Make consistent
focused marketing
efforts daily
Use customer
analytics (predictive amp
adaptive) to drive
prospecting
Offer a compelling
value proposition to a
ldquosegment of onerdquo
Broadly discuss other
financial needs amp
existing relationships
Dynamically guide
conversations in real-
time
Capture future
opportunities and
interaction preferences
Cross-sell and onboard
as appropriate
Guide customers and
agents to create
dynamic offer bundles
Increase share of
wallet via cross-selling
Set compelling rewards
and value propositions
Take risk into account
early in the cross sell
decision not
afterthought
Use relationship risk
pricing
Offer appropriate
customer service
Monitor portfolio
profitability and risk
Capture customer
feedback during
interactions
Perform root cause
analysis of service
issues
Develop reactive offers
amp strategies for valued
customers
Coordinate collections
amp recovery actions
across the organization
Win back customers
that have left
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
8 copy 2012 Pegasystems Inc
A Scenario
Customer is 1000$ overdrawn
In first instance wants to pay bill
In second instance wants to pay in large deposit
Real time decisioning assesses appropriate prompts to
take into account current context
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
9 copy 2012 Pegasystems Inc
Customer is identified
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
10 copy 2012 Pegasystems Inc
Context ndash ldquoPay Billrdquo selected
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
11 copy 2012 Pegasystems Inc
Loan offered as overdrawn
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
12 copy 2012 Pegasystems Inc
Next Offer ndash Planned Overdraft
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
13 copy 2012 Pegasystems Inc
Soft relationship prompt offered too
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
14 copy 2012 Pegasystems Inc
This time large deposit being paid in
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
15 copy 2012 Pegasystems Inc
Suitable investment for surplus offered
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
16 copy 2012 Pegasystems Inc
Agenda
Appointment
Simple Needs Analysis performed
In first instance full set of questions asked
In second instance limited time
Real time decisioning assesses appropriate prompts to
take into account current knowledge
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
17 copy 2012 Pegasystems Inc
Selects the Appointment Reason
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
18 copy 2012 Pegasystems Inc
Interview started
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
19 copy 2012 Pegasystems Inc
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
20 copy 2012 Pegasystems Inc
We find out that Peter has children
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
21 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Themes relevant to someone with young kids
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
22 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Suitable savings products offered that fulfil goal
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
23 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Additional relevant banking features explained
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
24 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
This interview no time to find out about kids
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
25 copy 2012 Pegasystems Inc
Next Best Action Driven Bundling
Different recommendations offered
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
26 copy 2012 Pegasystems Inc
Unification with Pega Desktop Solutions
for Customer Service and Sales
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
27 copy 2012 Pegasystems Inc
Next-Best-Action Driven Collections
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
28 copy 2012 Pegasystems Inc
Multi Channel Online Experience
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
29 copy 2012 Pegasystems Inc
Multi Channel
Unification with Outbound Marketing
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
30 copy 2012 Pegasystems Inc
Adaptive BPMCase Mgmt Example Best Next Step
Recommended Alternative
Next Best Actions (2nd best
3rd etc)
Recommended
Next Best Action
System Learns to Map
Context to Next Best Actions
Taken Can be generalized to
recommending most
succesful NBAs
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
copy 2010 Pegasystems Inc
Business Experience
Business Experience
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
32 copy 2012 Pegasystems Inc
Pega Decision Management End to End Platform Capabilities
Control
Planning Simulation Monitoring and
Management
Customer Driven
Agent Assisted
Batch Outbound
Delivery Deployment
Centralised Decision Hub
Legacy Data
Existing Apps
Strategy
Next-Best-Action Strategies
Collaborative Strategy Design amp Reuse
Insight
Third-party Predictive Models
Offline Predictive Models
Adaptive Models
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
33 copy 2012 Pegasystems Inc
Graphical Editing of Decision Strategy
Telling the Story
Designed to optimize business by leveraging predictions in a business friendly way
Decisioning components Predictive models
Scorecards decision tables amp trees
Prioritization arbitration and champion-challenger rules
Quickly define business strategies in a graphical way
Link Decision Strategy to Flow Configure to guide the flow
Strategy
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
34 copy 2012 Pegasystems Inc
Strategy Decision Strategy Example
A Real NBA Strategy
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
35 copy 2012 Pegasystems Inc
Learning From Feedback (Responses) Adaptive Offer Logic using Predictive Models
Strategy Insight
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
36 copy 2012 Pegasystems Inc
1) Run Strategy
for Beth
bull Age=25
bull $35000
bull Context Enquire
- Balance
2) Preserve Predictive
Data
3) Capture Response and
send to Analytics Server Age = 25 Income = $35000 hellip
Proposition = Personal Loan Response = Positive - Accepted
ADM
Adaptive Models
Learning From Feedback (Responses) Adaptive Self Learning Predictive Models
Insight
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
37 copy 2012 Pegasystems Inc
Centralized Decisioning
Website
Delivery Deployment
Contact Center
Batch Outbound Channels
SMSMMS
PNC Isbank Akbank
Deutsche Bank Citi TWC Vodafone
Orange O2 etc
ISBANK Lloyds ING Vodafone etc
Retail Shops (own amp 3rd party)
Deutsche Bank Citi
Insurancecom Vodafone O2
RBS Isbank Akbank
YapiKredi etc
Back-office (fe Risk Collections)
BMW CTFS ABN AMRO O2
Centralised Decision Hub
Decision Strategy Manager in PRPC
ATM
CIBC Vodafone
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
38 copy 2012 Pegasystems Inc
Closing the Loop
ChampionChallenger
May be inserted in any strategy
Business Planning Control amp Monitoring
Set business KPIs for business dimensions (eg products segments channels time)
Track business performance against KPIs in real-time
Validate against historic performance
Business Simulation
Simulate what-if scenarios against actual interaction data at decision level
View deltas at KPI level to show the business impact (eg product segment channel time)
Instantly deploy Decision Logic parameters
Control
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
copy 2010 Pegasystems Inc
Client Experience ndash Why Who How
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
40 copy 2012 Pegasystems Inc
Does business have full command
amp control Change at the speed of
business without IT involvement
Weekly daily How to ensure this
is safe from an IT amp Ops
perspective
What channels are used to
interact with customers Inbound
amp Outbound Volumes What
share of interactions is exploited
for recommendations
What should I offer Who should I
retain When Whatrsquos the risk of
this customer
Pega Decision Management Value Quality x Quantity x Agility = Max Value amp Experience
Enterprise
Agility
Customer
= improved customer
experience
= increased profit and
customer value
Enterprise
Improved accept rates Improved save rate at lower
save cost Reduced risk
Increased recommendation volume adoption rate conversions amp profit
The Best
Decision X
Decisions
Anywhere X
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
41 copy 2012 Pegasystems Inc
Pega Decision Management Example Clients
41
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
42 copy 2012 Pegasystems Inc
PNC Customer Interaction Management (CIM)
Programme
The CIM is a real-time interaction management system which enables the deliver of a customized and differentiated customer experience delivered through all major customer channels
Focus on offering customer centric treatments offers and messages integrated and consistent across all employee-assisted and self-service channels
At itrsquos core is Pegarsquos real-time decision management tools which act as the ldquobrainrdquo
Real-Time Decision Management
ATM Online Call Center Branch e-Mail Mobile
Customers
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
43 copy 2012 Pegasystems Inc
Components of the Customer Interaction
Management Program
Centralized Decisions ndash The ability to control customer treatments across all
channels products and services from one central location
Real-time Decisions ndash These decisions are made at the time of interaction ndash this
enables any immediate information or customer actions to be factored into the
decision
Adaptive Learning ndash the ability to automatically learn and adjust your tactics with
every single interaction with very little if any manual intervention
Business Control ndash The business controls the process enabling faster speed to
market and a much more efficient decision process
2-Way Conversation ndash The fact the decisions are in real-time enables customer and
employee input to the processhellip
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
44 copy 2012 Pegasystems Inc
Scope of the Customer Interaction Management
Program
bull Fully operational in Call Center IVR Online Banking and ATM channels
bull Across credit cards lending deposits and other services
In place since July 2011
bull Add E-mail and Outbound Dialer channels
bull Further develop treatments for Pre-approved Credit Card and Lending Mass AffluentInvestments and Cost to Serve
bull Implementing adaptive decisioning (currently trialing)
Planned for end of 2012
bull 1500 Call Center users (embedded within the Siebel desktop) 6600 ATMs 2800 Branches Tellers PNCcom Mobile Banking IVR and EmailDirect Mail marketing operations
End scope
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
45 copy 2012 Pegasystems Inc
Outcomes ndash positive feedback on CIM
implementation
Customer Survey Results
bull PNC is rated as having the best customer experience for Banks in the Northeast US
bull PNC is ranked 2nd nationally behind credit unions by Temkin in customer experience
bull Only bank to receive an ldquoArdquo in a recent online marketing review for quality of portal
Contact Centre Channel Feedback
bull Contact Centre Consultants described the experience as awesome and love it
bull some saw significant increases in their referrals in just the first week after deployment
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
46 copy 2012 Pegasystems Inc
CIBC ndash Marketing and Risk
Pega Decision Management is
the corporate platform for
enterprise decisioning
Risk End scope to include all forms of
lending
Live with back end adjudication and
eligibility consumer credit mortgage
and small business lending ndash all
secured credit risk decisioning
Next phase is unsecured lending and
cards front end lending
Marketing Customer Centric Outbound Marketing
amp Customer Lifecycle Management
Real Time Decisioning for intelligent
offers in inbound contact center
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
47 copy 2012 Pegasystems Inc
Citi ndash Marketing amp Risk
Pega Decision Management is the corporate platform for enterprise credit risk amp marketing decisioning
Citi Mortgage
Develop a simplified and more competitive product offer process ndash best matching mortgage advice
Be more responsive to commercial and policy changes and regulatory requirements
Product advice
Citi Financial
Sales amp Lending Decisioning
Live online roll out to branch integrated into Chordiant desktop
Combines marketing decisioning with full risk policy with acceptdecline APR calculations third party scores risk ranking credit decisions product recommendations etc
Citi Cards
Intelligent personalized real time cross-sell and retention offers in contact center and on the web
Web is high volume gt900M impressions monthly
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
48 copy 2012 Pegasystems Inc
Questions and Answers
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
49 copy 2012 Pegasystems Inc
Question for You
Examples of Wells Fargo Decisions
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
copy 2012 Confidential Pegasystems Inc
Whatrsquos New in PRPC 63New
in PRPC 63
Stephen Zisk Senior BPM Product Marketing Manager
10182012
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
51 copy 2012 Pegasystems Inc
PRPC 63 Goals and Delivery
Better overall performance
Improved case management
State-of-the-art visualization
Business user DCO and project management
Pega Mobile in production
Predictive analytics
Imaging and scanning
Faster easier development
First look at PegaWORLD 2012
Released 10 September 2012
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
52 copy 2012 Pegasystems Inc
Does PRPC
handle Mobile Social
Cloud
Analytics Big Data
Visualization
Case Management
Scanning
User Experience
eLearning
Yeah We
got that
PegaWORLD 2012 Messaging
This new release revolutionizes how our clients
intelligently automate work and serve customers
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
53 copy 2012 Pegasystems Inc
Better overall performance
Engine changes application-centric caching
Faster search queries streamlined API
Redesigned reporting engine faster queries simpler
setup new charts
Faster UI refactored classes and JIT fetches
Faster analytics engine improvements and support for
high-speed batch
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
54 copy 2012 Pegasystems Inc
Pega Case Management
Pega is ranked 1 in Case Management
Customers see us as a case solution not a tool
Claims Management Collections Fraud Investigation hellip
Range of work from structured to ad hoc processes
Easy to use visual case design tools
Complete set of case management features
Rich case hierarchy sub-cases content parties calculations
Attachments content integration events
Portals for managers owners and case workers
New Case Management Gallery and Federated Case
Management
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Case Management Gallery complements
the popular UI Gallery
Sample case management application
Sample flows flow actions and sections
Saves time during development by
allowing you to examine working samples
Promotes reuse by making it easier to find
the product features you need
Case Management Gallery
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Business managers collate and combine
multiple case management work
streams into a unified whole
Bridge work silos by creating tracking and
sharing case work across systems
Case managers maintain local oversight
support for adaptive and unstructured work
Federated Case Management
Service
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
57 copy 2012 Pegasystems Inc
Federated Case Handling
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Improved reporting Mobile report
formats easier and faster report building
and editing higher performance
Participants and managers enabled for
role-specific information sharing so
speed and quality of decisions is
improved dramatically
State-of-the-art Data Visualization
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
New chart editor with new types (funnel and pyramid charts) and drill-down events
HTML5-based charts
High performance with large data sets
Broad range of dynamic reports available
Works across all browsers and platforms (including mobile)
Excellent responsiveness for all users
State-of-the-art Data Visualization
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
No HTML No CSS No JavaScript
Dramatically improved performance
Generates HTML5
Rich interactive responsive web experience
with no coding needed
Easy to change Cross-browser easy reuse
The future of Web business apps
Powerful Auto-generated User Experience
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Generate properties flow actions and
sections from a single tab
Configure properties pages and page lists
Create expressions directly from a field
Business users can automatically
generate and update the data model
user interface and process from a
simple screen
DCO ndash Advanced Fields Generation
Automatically generate more of your app
from a simple form without writing a line
of code or jumping between rule forms
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Edit copy delete or document a
specification directly from the case
designer or specification landing pages
Allows you to perform common actions
on specifications without needing to run
a wizard or open a rule form
DCO ndash Simplified Specification Management
Edit directly
inline or use
MS Word ndash itrsquos
your choice
Generate
documentation
without running
a wizard
Case Designer Specifications tab
provides convenient contextual
access to specifications
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Define your app with the right people
Start from an existing Framework
Control your project documentation
Use DCO to speed project start and
manage project changes
Tailor the experience for different
enterprises languages and audiences
DCO ndash Other New Features
Invite
Collaborator
Build on
Frameworks
Better
Documentation
Wizard
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Discovery Map controls initial business
design and modeling
DefineImport project requirements and
estimate effort directly
Directly modelview business requirements
and processes at any level of detail
Promote requirements to project tools
(project management test agile design)
DCO ndash Seamless project management
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Link directly to Project Management
Framework
Controls in PMF for Agile development
Project artifacts directly tied to BPM
artifacts for visibility and accountability
Tools support modern agile methods
PMF ndash Seamless project management
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
66 copy 2012 Pegasystems Inc
Support for Mobile
First-Class Pega Experience Participate Collaborate and Monitor
Specialize to Mobile (focused UI and tasks)
Mobile capabilities (real-time notify and interaction)
ldquoNo compromisesrdquo Mobile Experience Native UI and gestures including touch
Mobile work patterns ndash social collaborative expert-driven
Native hardware (GPS camera voice etc)
All form factors ndash phone and tablet
Touch points with Customers Customer interactions not work objects
Use decisioning and intent to provide value
Easy Developer Experience Available on major platforms ndash iOS Android RIM
No additional development or deployment
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Mobile support for dynamic reports and
localized portals
Support for mobile features camera
geo-location voice record
Pega extends any app to mobile platforms
Pega Mobile supports new ways of doing
field work investigations incident
management customer and patient care
Pega Mobile in Production
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Survey
Pega Pulse for context attachments actions
Integrate with Social Channels
Feedback Survey Tagging Following
Narrative Groups Communities
Handle collaboration and crowdsourcing
Extend Pega apps into Facebook Twitter
Make social engaging to collect information
Pega Social Capabilities
K M
Tagging Following
Narrative
Groups
RSS Feeds Tag
Cloud
Biz
Events
Social Channels Collaboration
Pega Pulse
Chat
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Tag searching and seeding provide
connections within and between cases
Better case handling and customer
satisfaction through knowledge
management
Case Tagging
Quickly and easily tag
a case with
meaningful keywords
Configure your
application to
automatically prompt
with a default list of tags
Choose from one of the defaults a
tag entered by another operator or
a enter new tag all together
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
70 copy 2012 Pegasystems Inc
PRPC
The Only Unified Platform
For Developing Business
Applications
Presence- and Context- Aware Intelligent business operations platform supports multi-channel solutions
Back Office Front Office
Web Mobile
FacebookSocial
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Overlays display process metrics and
statistics in context
Saves and actions up to 7 times faster
Simple intuitive styles and actions
Identify bottlenecks and optimize your
business processes using process
overlays
Faster easier to use process modeler
Process Modeler Enhancements
Overlays display
useful metrics and
statistics
62sp2
63 (lower
is faster)
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
What is it Whatrsquos the value
Check out to a branch
Private check-outs directly into available
branches
Simplifies branch development with one-
click creation and check-out
Flexible testing and debugging with later
commit to the dev branch
Branch and Merge Enhancements
Toolbar icon to check a rule from
production to a development branch
Pick a development
branch visible to your
app and start editing
For private check-outs
check the rule into unlocked
source or branch RuleSet
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
73 copy 2012 Pegasystems Inc
Additional features in 63
Decisioning and Predictive Analytics (covered by Peter)
Many additional reporting and visualization changes
Many additions to UI controls UI gallery UI events branding
Guardrails landing page and warnings
Designer Studio improvements for faster easier development
Extensions to Declare Pages for integration editing
Pega Document Scanning New control for cross-browser multi-page scanning and PDF generation
Can be used with any TWAIN or ISIS compliant scanner
Pega Image Viewer New control for cross-browser viewing of TIFF and other image formats
Many enhancements to upgrade process
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
74 copy 2012 Pegasystems Inc
Additional Resources
Pegacom changes
Case Management httpwwwpegacomproductscase-management
Mobile httpwwwpegacomproductsbpmmobile
Detailed 63 features deck
Updates on PDN httppdnpegacomDevNetAnnouncementsAnnounce63index_63asp
Contact Stephen Zisk Stephenziskpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
75 copy 2012 Pegasystems Inc
Questions and Answers
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom
copy 2012 Confidential Pegasystems Inc
Contacts
Emmitt Ray
Managing Account Executive
704-779-2149 EmmittRaypegacom
wwwpegacom
Stephen Chu
Account Executive
617-777-4678
StephenChupegacom
wwwpegacom
Felicia Jackson
Account Executive
770-888-3846
FeliciaJacksonpegacom
wwwpegacom