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Whats New in Customer Process Manager 6.

Agenda

Improving the Customer Experience Improving the User Experience Improving the Developer Experience

Improving the Customer Experience

Adaptive Suggestions Interaction Goals & Customer Experience Blueprints Customer Experience Maps

Real-Time Suggestions Guide Interactions for Improved Satisfaction and Productivity

Type Customer Case Event Usage

Usage Examine customer data/profile, account/policy information etc to suggest processes and offers Examine Pega cases to suggest reviews of open cases and continue processing Interaction actions trigger new suggestions (e.g, if an address change is performed, suggest x) Task/Offer usage history examined for similar customers and situations
New in 6.1

Adaptive Suggestions Automatically Learn

Continually evaluates likelihood for customers like you to present the next best task or offer Automatically captures usage data for each customer segment

Analyze Task and Offer Usage Patterns

View current likelihood of suggested offers and tasks

Interaction Goals Automatically Tailor the Customer Experience


Automatically analyzes the customer and situation to determine the intended interaction goal
Value Platinum Platinum Platinum Persona Sally Super-shopper Sally Super-shopper Joe Bargain Joe Bargain Sat Level Satisfied Dissatisfied Neutral Goal A B C

Gold

Dynamically assembles the best communication process communication, process, decision, and monitoring components

Expanded Sample Interaction Goal Processing Demonstrates the Power of Situation-Specific Processing

Show the benefits of the situation-specific processing! Interaction goal based on customer profile, activity indicator, persona, and satisfaction levels , screens, , scripts, p , SLAs, , etc. vary y by yg goal Flows,

Analyze Interaction Strategies for Different Customer Segments

Visualize the rules that make up each differentiated customer experience

Compare experiences Drill-down to view rules for each category Communicate Process Decide Monitor

Visualize Moments of Truth with Customer Experience Maps

Compares customer satisfaction survey scores with company goals for each moment of truth

Drill down to display survey results for each moment of truth

Improving the User Experience

Smart Nav Next-Generation Knowledge Management New CSR Productivity Tools

Smart Nav: Optimize Navigation by Queue or User



Let users choose navigation method or automatically set by call queue or workgroup, etc. Full re-use of UI sections, tasks, flows, Interaction Driver rules, dialog

Classic Navigation
Optimized equally for process & inquiry Most guided experience; shortest learning time One process at a time

Tabbed Navigation
Optimized for complex processes with dense screens Allows multiple service processes in flight at the same time More similar to navigation in other desktop apps

Classic Navigation Overview

Dialog Area

Customer Reference Area

Interaction Driver

Interaction Log

Customer Composite

Interaction Driver changes to process area once processes are launched

Once a process is completed, the user is returned to the Interaction Driver to select the next process

Tabbed Navigation Overview

CustomerReferenceand DialogArea

Customer CompositeTabs

InteractionDriver andLog

Once a process is launched a new tab is created

Smart Nav: Optimize Navigation by Queue or User



Let users choose navigation method or automatically set by call queue or workgroup, etc. Full re-use of UI sections, tasks, flows, Interaction Driver rules, dialog

Classic Navigation
Optimized equally for process & inquiry One process at a time Most guided experience; shortest learning time

Tabbed Navigation
Optimized for complex processes with dense screens Allows multiple service processes in flight at the same time More similar to navigation in other desktop apps

Wrap-and-Renew Enterprise Knowledge Content

Incorporate knowledge content from enterprise sources into CPM with ease!
Content is Everywhere!

Index and organize content

Pega: processes, screens, dialog, decisions Company internet sites: corporate data/polices Departmental intranet sites: dept data/policies Content repositories: documents 3rd party KM systems: FAQ topics

Bring Knowledge Content To Any Screen in 2 Clicks

End time-consuming global search! Easy-to-use configuration tool lets business analysts associate knowledge content with any screen

Rating Ensures The Best Content is Presented First

Recommended content is just a click away Voice of the CSR! Content rating ensures that useful content is presented first Manage suggestions for changes to content

Chat with Expert Streamlines Escalations

CSRs can chat with an available expert during an interaction or service process Conversations are automatically logged and attached to the case Integrates with a companys existing chat/IM application

New Productivity Features Make CSRs More Effective


Call timer visual cue reminds CSRs about interaction handle time

Clock turns from g green to yellow to red based on the SLA goal and deadline

User preferences enable CSRs to define their own hot keys for launching service processes

Improving the Developer Experience


Consolidated Business Analyst Configuration Tools Enhanced Dialog Management Capabilities CTI Configuration Wizard Easy integration with other PRPC applications Enhanced Application Savings Report DCO Support

Streamlined Tools for Business Analysts Makes Configuration Even Easier

Dialog, coaching tips, knowledge content, and expert skills configuration consolidated into one easy-to-use tool Just click the magic wand on any screen to begin!

Dialog Scripts Get Even More Powerful

Dialog available for every flow action not just assignments! No longer need to create a dialog rule and associate it with the flow References to customer data are now end-user friendly

CTI Configuration Wizard: From Start to Pop in < 1 Hour

Step-by-step wizard automates basic connectivity, call control and screen-pop functions Reduces the need for highly-skilled CTI programming

More Easily Integrate Processes from Other PRPC Applications into CPM

Launch processes from other PRPC systems via the CPM Interaction Driver and view progress in the CPM composite Minimal configuration in CPM and the target PRPC application from days to minutes!

Enhanced Application Savings Report Keeps Track of the Benefits

Tracks benchmark (before) and actual (after) ( after ) duration for every process Calculates savings based on cost per minute using a companys company s cost data

CPM 6.1: DCO-Enabled for Project Success!

Application rules updated with CPM work types; Use cases added

CPM Service Process Accelerator Wizard enhanced to update Application rules and create use cases

For More Information

Visit the PDN (pdn.pega.com) for more CPM 6.1 information

Questions?