News May 13, 17:09 Eastern Time
AMERICA ONLINE SELECTS PEGASYSTEMS TO DELIVER CONTACT CENTER
SOLUTION
Deal With Largest Internet Service Provider (ISP) in the U.S. Advances Pegasystems' Presence in Customer
Relationship Management Marketplace
CAMBRIDGE, Mass., May 13 /PRNewswire/ -- Pegasystems Inc. (Nasdaq: PEGA), a leading provider of
Customer Relationship Management (CRM) solutions, announced today an agreement to deliver a best-of-breed
contact center solution to American Online (AOL), the world's leading interactive service provider. AOL will use the
Pegasystems solution to improve the quality of service delivered to its 17 million members.
The Pegasystems solution is expected to be implemented in the Acquisition & Payments (A&P) department --
representing approximately 2, 000 call center consultants -- within AOL's Member Services division. A&P will use
Pegasystems' solution to automate all inbound customer care requests, such as billing inquiries and membership
changes, as well as automate cross-selling and up-selling capabilities.
"The customer service we provide must create a positive and lasting impression about AOL to its members," said
Charlie Knadler, America Online's Director of Technical Services Planning. "Pegasystems has an excellent
reputation among many blue-chip organizations for its ability to automate work, scale, and integrate with disparate
back-end systems. Together with its impressive contact center expertise, we are confident that Pegasystems will
enable us to provide faster, more efficient service, generate additional revenue from existing customers, and
increase customer retention."
"AOL understands the strategic value that quality customer service has on the success of an organization. Using
the Pegasystems solution to integrate multiple channels of customer communication -- with consistent service
delivery -- will allow AOL to respond to worldwide market demands, and differentiate itself in the eyes of its
customers," said David Valovcin, Pegasystems' Vice President of North American Sales. "With technology
playing such a pivotal role in today's Internet economy, AOL's ability to rapidly integrate the functions of
marketing, sales, and service will enable the Company to continue in its leadership role."
The solution will consist of PegaWORKS, Pegasystems' patented workflow management engine, to automate
customer care requests; PegaCONNECT, providing connectivity to legacy applications and databases;
PegaREACH, a sophisticated 32-bit thin client front-end graphical user interface; and PegaCALL, an interface with
various third-party solutions to provide inbound computer- telephony integration (CTI) functions such as screen
pop, pre-fetch, and intelligent call routing. Pegasystems will offer additional call center functionality, including
composite screen, dialog scripting, contact history, account retention, and name/address change. In a future
phase, AOL plans to implement PegaWEB, a Web-enabling interface, to allow for member self-service.
About America Online, Inc.
Founded in 1985, America Online, Inc., based in Dulles, Virginia,
is the world's leader in interactive services, Web brands, Internet
technologies, and e-commerce services. America Online, Inc. operates:
two worldwide Internet services, America Online, with more than 17
million members, and CompuServe, with approximately 2 million members;
several leading Internet brands including ICQ and Digital City, Inc.;
the Netscape Netcenter and AOL.COM portals; and the Netscape Navigator
and Communicator browsers. Through its strategic alliance with Sun
Microsystems, the Company develops and offers easy-to-deploy,
end-to-end e-commerce and enterprise solutions for companies operating
in the Net Economy.
About Pegasystems
Pegasystems is a leading provider of Customer Relationship
Management solutions. These solutions allow large organizations to
better manage customer interactions, and to automate the business
processes within their sales and service delivery operations. Many of
the world's largest institutions use Pegasystems' solutions to manage
mission-critical customer activities. The Pegasystems solutions
support multiple channels of customer contact, helping organizations
improve staff productivity, operational efficiency, and customer
satisfaction. Pegasystems' solutions are Internet- enabled, and
operate in multi-tiered, client/server environments. Pegasystems'
headquarters is located in Cambridge, Massachusetts. The company has
regional offices in North America, Europe, and Australia. Access
Pegasystems on the World Wide Web at www.pegasystems.com.
Forward-Looking Statements
Except for the historical information contained in this
announcement, the matters discussed in this announcement are
"forward-looking statements" (as that term is used in the Private
Securities Litigation Reform Act of 1995) that involve risks and
uncertainties detailed from time-to-time in Pegasystems' filings with
the Securities and Exchange Commission (the "SEC"). Pegasystems draws
the reader's attention to the factors described in its annual report on
Form 10-K for the fiscal year ending December 31, 1998 under the
heading "Certain Statements for Purposes of the 'Safe Harbor'
Provisions of the Private Securities Litigation Reform Act of 1995."
Any such forward- looking statements speak only as of the date such
statements are made, and the company undertakes no obligation to
publicly release the results of any revision to these forward-looking
statements.
SOURCE Pegasystems Inc.
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