Pegasystems Launches an Industry-First BPM Platform-as-a-Service

BPM Architect reports that that Pegasystems, a leader in business process management software, has released PaaS, which will give enterprises the benefits of Software-as-a-Service (SaaS), but without the risks and limitations that come along with traditional Saas technology.

Unlike SaaS, corporate organizations can now take advantage of the same technologies while still maintaining the same shared infrastructure. Daryl Plummer, Managing VP at Gartner mentions:

“We believe that there are more immediate and practical uses of cloud-enabled technologies than hosted SaaS, and using them to encourage BPM adoption and re-use within an extended enterprise makes sense. Large organizations host many different communities that need their own specialized processes to evolve, and they are not likely to entrust change-sensitive mission critical functions to a commoditized SaaS offering more appropriate for the SMB market.”

More information about the PaaS offering can be found on the Pegasystems PaaS page.

Kaiser Permanente adopts new BPM software

According to The Call Center Clinic, Kaiser Permanente, a healthcare company, has adopted Pegasystem Customer Process Manager for Health Care. They’ve adopted this system in order to: optimize customer experience, drive higher first call resolution rates, and lower call handling times. The CPM HC is built specifically for health care organizations and will help Kaiser Permanente by giving them software that includes: multi-channel, intent-driven customer service to increase productivity, loyalty and growth.

Alan Trefler, the CEO of Pegasystems had this to say:

"We are delighted that Kaiser Permanente has selected Pegasystems to support their contact centers. Kaiser Permanente is well respected for its high customer service rankings and the deployment of BPM technology will allow them to reach even higher standards of excellence for customer care and quality of service."