whatsnewincpm 6.1

7/29/2019 WhatsNewinCPM 6.1

1/18

Whats New in

Customer Process Manager 6.1

Agenda

Improving the Customer Experience

Improving the User Experience

Improving the Developer Experience


2/18

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


3/18

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


4/18

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


5/18

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


6/18

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


7/18

Classic Navigation

Overview

Customer

Dialog Area

Area

Customer

Interaction

Driver

Interaction

Log


8/18

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


9/18

Tabbed Navigation

Overview

CustomerReferenceandDialogArea

CustomerCompositeTabs

InteractionDriverandLog


10/18

Once a process is launched

a new tab is cr eated


11/18

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


12/18

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


13/18

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


14/18

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


15/18

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


16/18

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


17/18

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


18/18

For More Information

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

Questions?

whatsnewincpm 6.1

Documents