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Whats New in
Customer Process Manager 6.1
Agenda
Improving the Customer Experience
Improving the User Experience
Improving the Developer Experience
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Improving the Customer Experience
Adaptive Suggestions
Interaction Goals & Customer ExperienceBlueprints
Customer Experience Maps
Real-Time Suggestions Guide Interactions for Improved
Satisfaction and Productivity
Type Usage
Customer Examinecustomer data/profile, account/policy information etc to suggest processes and offers
Case Examine Pega cases to suggest reviews of open cases and continue processing
Event Interaction actions trigger new suggestions (e.g, if anaddress change is performed, suggest x)
Usage Task/Offerusage history examined for similar customers and situations New in6.1
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Adaptive Suggestions Automatically Learn
Continually evaluates likelihood forcustomers like you to present thenext best task or offer
Automatically captures usage datafor each customer segment
Analyze Task and Offer Usage Patterns
View current likelihood of suggested offers and tasks
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Automatically analyzes the
customer and situation todetermine the intendedinteraction goal
Interaction Goals Automatically Tailor the
Customer Experience
Value Persona Sat Level Goal
Platinum Sally Super-shopper Satisfied A
P latinum Sally Super-shopper Dissatisfied B
Dynamically assembles the best
B
Platinum J oe Bargain Neutral C
Gold J oe Bargain
, ,decision, and monitoringcomponents
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, andsatisfaction levels
Flows, screens, scripts, SLAs, etc. vary by goal
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Analyze Interaction Strategies for
Different Customer Segments
Visualize the rules that make up each differentiatedcustomer experience
Compare experiences
Drill-down to view rules for eachcategory
Process
Decide
Monitor
Visualize Moments of Truth with
Customer Experience Maps
Compares customer satisfaction survey scores withcompany goals for each moment of truth
Drill down to display surveyresults for each moment oftruth
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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
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Classic Navigation
Overview
Customer
Dialog Area
Area
Customer
Interaction
Driver
Interaction
Log
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Interaction Driver changes
to process area onceprocesses are launched
Once a process is completed,
the user is returned to the
Interaction Driver to select thenext process
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Tabbed Navigation
Overview
CustomerReferenceandDialogArea
CustomerCompositeTabs
InteractionDriverandLog
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Once a process is launched
a new tab is cr eated
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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
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Wrap-and-Renew Enterprise Knowledge Content
Incorporate knowledge content from enterprise sources
into CPM with ease!
Pega: processes, screens, dialog, decisions
Company internet sites: corporate data/polices
Departmental intranet sites: dept data/policies
Content is Everywhere! Index and organize content
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
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Rating Ensures The Best Content is Presented First
Recommended content is just a click away
Voice of the CSR! Content rating ensures that useful
Manage suggestions for changes to content
Chat with Expert Streamlines Escalations
CSRs can chat with anavailable expert duringan interaction or serviceprocess
Conversations areautomatically loggedand attached to thecase
companys existingchat/IM application
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New Productivity Features Make CSRs More Effective
Clock turns from reen to
Call timer visual cue remindsCSRs about interaction
handle timeyellow to red based on the SLAgoal and deadline
User preferencesenableCSRs to define
launching serviceprocesses
Improving the Developer Experience
Consolidated Business Analyst Configuration Tools
Enhanced Dialog Management Capabilities
Easy integration with other PRPC applications
Enhanced Application Savings Report
DCO Support
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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 J ust 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
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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 InteractionDriver and view progress in the CPM composite
Minimal configuration in CPM and the target PRPC application from
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Enhanced Application Savings Report
Keeps Track of the Benefits
Tracks benchmark(before) and
duration for everyprocess
Calculates savingsbased on cost perminute using a
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 updateApplication rules and create use cases
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For More Information
Visit the PDN (pdn.pega.com) for more CPM 6.1information
Questions?