Pegasystems neemt Robotic Automation Softwareleverancier OpenSpan over

Combinatie brengt robotica, analytics en case management bij elkaar voor productievere werknemers en een betere customer experience

Amsterdam, 12 april 2016 – Pegasystems Inc. (NASDAQ: PEGA), de softwareleverancier van strategische bedrijfsapplicaties voor toonaangevende organisaties wereldwijd, kondigt vandaag de overname aan van OpenSpan Inc., een privately held softwareleverancier uit Atlanta, Georgia van robotic process automation (RPA) en workforce analytics software. OpenSpan maakt gebruik van robotic automatisering om de werkdruk van klantenservicemedewerkers te verlichten door routinematige desktoptaken te automatiseren voor hogere productiviteit en meer werkplezier van de werknemers. Door desktop-activiteiten inzichtelijk te maken en repetitieve en tijdrovende taken te automatiseren of zelfs te elimineren, zorgt OpenSpan ervoor dat agents hun energie kunnen richten op het leveren van een uitzonderlijke klantervaring, en tegelijkertijd kunnen helpen om operationele kosten te verlagen.

Dit is voor het eerst dat robotics en workforce analytics worden gecombineerd met case management en realtime analytics, waardoor klantenservicemedewerkers minder tijd kwijt zijn aan desktoptaken en meer tijd kunnen besteden aan het oplossen van klantproblemen. OpenSpan wordt gebruikt door belangrijke partijen binnen financial services, retail-, telecom- en technologiemarkten, waaronder CapitalOne, Vodafone en eBay.

Dankzij deze deal wordt Pegasystems een belangrijke speler op het gebied van robotic process automation voor CRM en andere applicaties.

Robotic process automation beschrijft een taak of taakgroepen en processen die normaal worden uitgevoerd door een computergebruiker, maar nu zijn geautomatiseerd door software.

Het gaat niet om elektromechanische robots, maar om software die andere software automatiseert om efficiënter met een menselijk wezen te kunnen samenwerken.

Meer informatie over robotic process automation is te vinden op de website van het Instituut voor Robotic Process Automation

Voor redactionele informatie of een interview met Pega’s CEO Alan Trefler of CTO Don Schuerman: Influx PR – Gerline van Wijnen – tel: 055 366 3034, e-mail: pega@influx-pr.com

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Onderstaand de rest van het corporate persbericht in het Engels
Running on more than 200,000 desktops at leading global enterprises, OpenSpan provides advanced robotic automation and workforce analytics capabilities that complement and enhance Pegasystems’ Customer Relationship Management (CRM) application suite and Business Process Management (BPM) platform. This acquisition unifies robotics and workforce analytics with case management and real-time analytics for the first time. Organizations can quickly experience the benefits of an integrated desktop and leverage their insights and cost savings to transition effectively into a fully-unified CRM solution.

While customer experience continues to rise to the top of every business agenda, CSRs on the front lines are forced to navigate a hodgepodge of disconnected desktop applications while they try to engage with customers. Distracted CSRs waste time toggling between dozens of different apps to input or review customer data, which frustrates both the customer and the CSR. OpenSpan’s software provides insight into the CSRs desktop environment as well as streamlines and simplifies the desktop, allowing CSRs to focus their full attention on the customer. This opens new avenues for organizations to optimize complex CSR processes, including the ability to:

·         Identify workflow inefficiencies: As a first step, businesses can quickly and more easily analyze their employee workflows to uncover hidden hotspots that are causing disruption in customer experience, such as needless and error-prone data rekeying across different apps. This visibility helps pinpoint inefficient processes that could be prime candidates for robotics to digitally transform their operations.

·         Automate desktop processes: CSRs suffering from ‘app overload’ can now benefit from desktop applications operating in a single seamless process – moving data between applications where APIs don’t exist. Solutions can be deployed in weeks, quickly simplifying the employee experience, which leads to a better customer experience.

·         Reduce repetitive tasks: Outside of customer service, many high-volume, low-complexity tasks traditionally done by employees can now be automated without the need for human intervention. Robotic process automation enables these processes – from reviewing claim details to updating transaction systems – to be run unattended, further freeing representatives to meet the needs of their customers.

OpenSpan solutions are deployed at many of the world’s leading financial services, insurance, telecommunications, and retail organizations. A list of clients and customer testimonials can be found at https://www.openspan.com/customer-success/customers/.

For more information on the acquisition, visit https://www.pega.com/openspan.

Quotes & Commentary: 
“Organizations are under tremendous pressure to transform their businesses into customer service machines to meet the new demands of digital customers,” said Alan Trefler, founder and CEO, Pegasystems. “We’ve already seen the power of Pega and OpenSpan working together to help our clients with their digital transformation initiatives. We believe OpenSpan’s cutting-edge robotics, workforce analytics, and process automation capabilities, combined with Pega’s leading process and real-time analytics, supports an emerging era of intelligent automation working in concert with people to deliver a better customer experience.”

“Over the past 11 years, we’ve built a highly successful organization that has helped introduce the power of robotics and desktop intelligence to mainstream business,” said Eric Musser, CEO, OpenSpan. “But this is just the tip of the iceberg of what analytics and robotics can really do. By integrating with Pegasystems’ proven applications and platform, we believe we can advance robotic automation and desktop analytics in exciting new directions that will change the way businesses interact with their customers.”

Forward-Looking Statements

“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: Certain statements contained in this press release may be construed as “forward-looking statements” as defined in the Private Securities Litigation Reform Act of 1995. The words “believes,” “supports,” “can,” “will,” “advance,” “change,” or variations of such words and similar expressions, among others, identify forward-looking statements, which speak only as of the date the statement was made. These statements are based on current expectations and assumptions and involve various risks and uncertainties, which could cause Pegasystems’ actual results to differ materially from those expressed in such forward-looking statements. These risks and uncertainties include, among others, the integration of OpenSpan’s products with Pegasystems’ products; variation in demand for OpenSpan’s products and services; the consolidation of OpenSpan’s employees, operations and technology into Pegasystems; the potential loss of existing OpenSpan customers; Pegasystems’ ability to realize the expected benefits of the transaction; the financial impact of the acquisition on Pegasystems; and management of Pegasystems’ growth. Further information regarding these and other factors which could cause Pegasystems’ actual results to differ materially from any forward-looking statements contained in this press release is contained in Pegasystems’ Annual Report on Form 10-K for the year ended December 31, 2015 and other recent filings with the Securities and Exchange Commission. These documents are available on Pegasystems’ website at http://www.pega.com/about/investors. The forward-looking statements contained in this press release represent Pegasystems’ views as of April 12, 2016. Investors are cautioned not to place undue reliance on such forward-looking statements and there are no assurances that the matters contained in such statements will be achieved. Although subsequent events may cause Pegasystems’ view to change, except as required by applicable law, Pegasystems does not undertake and specifically disclaims any obligation to publicly update or revise these forward-looking statements whether as the result of new information, future events or otherwise. The statements should therefore not be relied upon as representing Pegasystems’ view as of any date subsequent to April 12, 2016.

Over Pegasystems
Pegasystems (NASDAQ: PEGA) ontwikkelt strategische applicaties voor sales, marketing, service en operationele processen. Pega's toepassingen stroomlijnen kritische operationele bedrijfsprocessen, zorgen voor een naadloze connectie tussen organisaties en hun klanten in realtime en via verschillende kanalen en passen zich aan aan de snel veranderende eisen. Pega's Global 3000 klanten behoren tot 's werelds grootste en meest succesvolle organisaties. De applicaties van Pega zijn zowel lokaal beschikbaar als in de cloud. Ze zijn gebouwd op het uniforme Pega 7-platform dat visuele tools gebruikt om toepassingen eenvoudig aan te passen of uit te breiden aan de strategische zakelijke behoeften van de klant. Pega-klanten melden onder meer dat Pega hen de snelste time to value, zeer snelle implementatie, efficiënt hergebruik en wereldwijde schaalbaarheid biedt. Voor meer informatie: www.pega.com

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