Pegasystems, a provider of CRM solutions, has released its CRM offering, Customer Process Manager. Officials with Pegasystems (News - Alert) said that CPM's unique process-centric capabilities enable managers to define and implement specialized approaches to different customer segments.

Company officials said that customer requests are intelligently managed through a guided process across channels to ensure successful and cost-effective resolution, maximizing the value of every customer interaction.

Based on Pegasystems' patented Build for Change technology, organizations can rapidly deploy a solution that enables them to leverage and extend existing legacy systems, creating an "agility layer" to foster continuous improvement.

"Customer service solutions are evolving to meet a more complex set of business requirements, resulting in new features, application delivery models, and integration choices," according to a recent report written by William Band, vice president and principal analyst at Forrester (News - Alert) Research, Inc.

Band said that as enterprises begin to understand the importance of truly integrating end-to-end customer-facing processes from front office to back office, they turn to solutions with native business process management capabilities that can support highly unique -- and flexible -- process flows.

"Organizations still need to cut costs out of their customer service operations, but are facing increased pressure to deliver higher levels of service to help grow their business and retain clients," said Alan Trefler (News - Alert), founder and CEO of Pegasystems.

Trefler said that this latest release of the CRM offering enables organizations to meet both of those goals.

“Our customers want rapid and flexible deployment options and a new approach to transforming customer experience they simply cannot get from legacy-based, packaged CRM applications," he said.