Pega

PegaWorld iNspire 2021: The Latest in Automation

Held virtually for the second year in a row, PegaWorld iNspire featured keynotes and breakout sessions from Pega leadership, partners, and customers. Attendees learned about key automation trends, as well as Pega innovations, capabilities, and client and partner successes. Watch on-demand versions of PegaWorld iNspire sessions here.

In this blog, we’ll highlight the Pega Cloud, how to design a center out business architecture with Pega, and new Pega product releases to keep an eye out for.

Continued Growth with Pega Cloud

Migrating to the cloud – whether public, private, or a hybrid cloud environment – can be complicated. A low-code, model-driven architecture like Pega Cloud can help aid in cloud migrations:

  • The platform writes run-time code, enabling citizen developers, data scientists, and system architects to focus on system outcomes without complexity.
  • Pega software writes the software for you, allowing the focus to remain on improving customer experiences and better business outcomes.

 Designing a Center Out Business Architecture

This past year has showcased the potential for distributed work and technology, said Alan Trefler, Pega’s founder and CEO. The worldwide need for remote work capabilities and the current mix of remote and on-site workers have highlighted just how far-reaching your business processes are.

Successful organizations adopt digital transformation initiatives that are organized around the heart of their business, starting transformation from the inside out. For example, small, tangible accomplishments like opening a new account or resolving customer issues are tied to larger, meaningful outcomes.

Trefler said that in order to design a center out business architecture, your organization needs:

  • An artificially intelligent “brain” to distribute intelligence across multiple channels
  • Automation

AI “brain”

Artificial intelligence (AI) can create a responsive architecture to augment human intelligence. AI technology can take on various forms, from business rules that guide users and enforce policies to sentient capabilities that understand sentiment in emails or voice calls from customers. The “brain” is then able to extract information and automate workflows.

Pega - Turbocharge Business Operations with Human-Centric DPA
Turbocharge Business Operations with Human-Centric DPA

Discover the similarities and differences between custom and generic DPA solutions, the characteristics of a modern human-centric DPA solution, and our solution to managing high volume, high efficiency DPA challenges.

Get the Guide

AI can also help find new ways to optimize and improve processes. By combining predictive and adaptive analytics, AI can deliver next-best-action across multiple channels. The Pega Customer Decision Hub, for example, enables real-time decision-making, helps retain customers, and optimizes revenue.

Automation

Smart processes, robotics, and process orchestration help get work done. Pega’s low-code approach breaks processes down into stages, with clear rules for data, approvals, and events that move work to the next stage. Each stage has steps that are executed at the same time, conditionally, or automatically. Automation enables you to deliver a consistent and seamless structure to your broader organization and your customers.

Pega Product Announcements

Pega Infinity, a unified portfolio of customer engagement and digital process automation (DPA) enables users to build at the speed of business, build collaboratively, and build for various experiences. Intelligence and automation lead to better business outcomes:

  • Intelligence: improves customer engagement, increases retention, and drives revenue
  • Automation: streamlines processes, saves money, improves ease of use

A low-code design environment paves the way for AI and automation capabilities like next best action, case and process management, natural language processing (NLP), voice analytics, and robotics process automation (RPA).

Upcoming release

Pega Digital Experience (DX) API is a set of model-driven API endpoints that enable developers to view, create, and update Pega cases and assignments remotely. This industry-first DX API allows developers to bring together design systems that make process applications easy to use.

By leveraging the API, developers can build solutions with Pega’s low-code app studio and work seamlessly with the modern front-ends of their enterprise.

Improved capabilities

In January 2021, Pega acquired Quirous, which made a name for itself for its cloud-based, real-time voice AI engine that leverages speech recognition and NLP for intelligent guidance. Qurious’ software-as-a-service (SaaS) offering uses speech-to-text, NLP, and emotion detection capabilities to analyze the dialog within customer service calls in real-time. The software then provides agents with real-time insights and coaching so they can improve customer interactions, make better recommendations, and ultimately boost customer loyalty and sales.

By combining this voice AI technology with Pega’s automation platform, customer service agents will now be able to resolve issues more effectively than ever before.

Perficient + Pega

As a Pega Alliance Partner and Pega Partner Advisory Council Member, Perficient is experienced in identifying and solving the unique challenges of our customers with award-winning cloud and automation solutions. We partner with Pega to provide industry-leading case management, BPM, CRM, and robotics solutions that eliminate inconsistent user experiences and overly complicated systems.

View all keynote and breakout sessions from this year’s PegaWorld iNspire, or contact us today to start your digital transformation with Pega.

 

About the Author

Caitlin is the Associate Marketing Manager for Perficient's Emerging Solutions portfolio and Salesforce. She lives in St. Louis and is a proud St. Louis Blues fan.

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