PegaCard Customer Process Manager and PegaCard Smart Dispute are built on Pegasystems' Java-based business process management platform, called Process Commander. The software packages link phone-based customer service representatives (CSRs) directly to card applications rather their managing their needs separately from the needs of back-office staff who re-enter customer data into card management systems.
Designed to optimize customer interactions, Customer Process Manager features workflow templates that guide CSRs through card processes; it also has integrated cross-selling functionality. Smart Dispute includes multi-currency capabilities for international card issuers and a subscription service that updates regulations from Visa and MasterCard twice annually.
Pegasystems is now shipping Smart Dispute and plans to release Customer Process Manager in the near future, the company said. Pricing information was not immediately available.