CAMBRIDGE, Mass., June 18 /PRNewswire/ -- Pegasystems Inc.

(Nasdaq: PEGA) announced today the availability of PegaCALL, a powerful Computer Telephony Integration (CTI) technology to support its sales and service solutions. PegaCALL enhances the automation of telephone-based customer interactions such as service inquiries, telemarketing, sales, and collections efforts by enhancing Pegasystems' sales and service workflow capabilities with industry- standard telephony hardware and software APIs. PegaCALL uses customer data from the VRU/IVR to extract information from multiple legacy systems and provide skills-based routing of customer calls. The customer's profile information is passed to the most appropriate agent in the form of a 'screen pop' as the call is routed. The unique combination of PegaCALL CTI technology and the powerful PegaSYSTEM workflow engine empowers an organization to optimize sales and service interactions -- maximizing service satisfaction, sales effectiveness, and ultimately, institution profitability. Call routing logic is embedded in user-maintained business rules and requires no code. As a result, PegaCALL provides extraordinary flexibility and power to quickly adapt to changing business needs. The benefits to customers are rapid speed of answer, consistent call coverage, effective resolution of customer requests, and speedy closure on sales interactions. Several Pegasystems customers are already in the process of implementing PegaCALL as a part of their contact management strategy. The PegaCALL product offering supports the TAPI and TSAPI CTI standards, predictive dialer integration, and an open API that integrates the PegaSYSTEM with third party CTI providers. "Managing customer relationships with quality and care is the only way that an institution can differentiate itself in today's complex and competitive environment," stated Gene Bonte, Vice President of Market Strategy and Delivery. "Since the majority of customer interactions now take place over the phone, customer call centers have become the focal point for relationship management. PegaCALL allows our customers to better manage these relationships by integrating CTI technology with Pegasystems' comprehensive work management capabilities." PegaCALL and the PegaSYSTEM deliver the appropriate information to the agent desktop when that information is needed. While many call center applications merely track and advise representatives on the status of work, Pegasystems offers an approach that integrates customer relationship data from the back office to the front office. Pegasystems' sales and service solutions employing PegaCALL include: Data Pre-Fetching -Using Pegasystems' comprehensive interface capabilities, the PegaSYSTEM dynamically gathers a wide variety of data from multiple back-end systems long before a call reaches an agent. Enhanced Call Routing -- Configurable rules within the PegaSYSTEM use the pre-fetched data associated with the customer to route the call to the appropriate agent queue -- matching the customer with the best person to handle the call quickly and efficiently. Adaptive Screen Pop -- The screen pop displayed to the agent is dynamically determined by the PegaSYSTEM rule base from the captured call data. It can present different fields, buttons, messages and graphics based on the type of call and the customer profile. Preview Dialing -- Agents can "preview" a customer's profile information before initiating a call. Dialing is initiated by a click of the mouse. About Pegasystems Inc. Pegasystems is a leading provider of customer relationship management solutions. These solutions allow large businesses to better manage multifaceted customer interactions to automate the workflows within their sales and service delivery operations. Many of the world's largest institutions use Pegasystems' solutions to manage a broad array of mission- critical customer service activities. The Pegasystems solutions support expanding zones of customer contact to improve sales effectiveness, operational efficiency, and customer satisfaction. Pegasystems' solutions are Internet

enabled and operate in multi-tiered, client/server environments. Pegasystems is headquartered in Cambridge, Massachusetts, and has regional offices in New York, NY; Atlanta, GA; Chicago, IL; Dallas, TX; San Francisco, CA; Reading, UK; Paris, France; and Sydney, Australia. SOURCE Pegasystems Inc. -006/18/97

/CONTACT: Gwen Gulick of Pegasystems Inc., 617-374-9600, ext.111 or gulig@pegasystems.com, or http://www.pegasystems.com./ (PEGA) CO: Pegasystems Inc. ST: Massachusetts IN: TLS CPR SU: PDT

CH -- NEW028 -- 6343 06/18/97 17:44 EDT http://www.prnewswire.com

PEGACALL
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Computer software for customer relationship management; computer software for use by businesses to manage telephone interactions with their customers; computer software for managing telephone call centers; user manuals packaged as a unit with the foregoing goods Perfect for these industries Words that describe this logo

Computer & Software Products & Electrical & Scientific Products

software customer relationship management software use businesses manage telephone interactions customers software managing telephone centers user manuals packaged unit foregoing goods

This is a brand page for the PEGACALL trademark by Pegasystems Inc. in Cambridge, MA, 02142. Write a review about a product or service associated with this PEGACALL trademark. Or, contact the owner Pegasystems Inc. of the PEGACALL trademark by filing a request to communicate with the Legal Correspondent for licensing, use, and/or questions related to the PEGACALL trademark. On Wednesday, October 04, 2000, a U.S. federal trademark registration was filed for PEGACALL by Pegasystems Inc., Cambridge, MA 02142. The USPTO has given the PEGACALL trademark serial number of 78029005. The current federal status of this trademark filing is ABANDONED-FAILURE TO RESPOND OR LATE RESPONSE. The correspondent listed for PEGACALL is Timothy H. Hiebert of SAMUELS, GAUTHIER & STEVENS LLP, 225 FRANKLIN ST STE 3300, BOSTON MA 02110-2898 . The PEGACALL trademark is filed in the category of Computer & Software Products & Electrical & Scientific Products . The description provided to the USPTO for PEGACALL is Computer software for customer relationship management; computer software for use by businesses to manage telephone interactions with their customers; computer software for managing telephone call centers; user manuals packaged as a unit with the foregoing goods. Word Mark: Status/ Status Date: Serial Number: Filing Date: Registration Number:

PEGACALL
ABANDONED-FAILURE TO RESPOND OR LATE RESPONSE
12/10/2001 78029005 10/4/2000 NOT AVAILABLE

Registration Date: NOT AVAILABLE Goods and Services: Computer software for customer relationship management; computer software for use by businesses to manage telephone interactions with their customers; computer software for managing telephone call centers; user manuals packaged as a unit with the foregoing goods

Mark Description: NOT AVAILABLE Type Of Mark: TradeMark

Published For Opposition Date: Last Applicant/Owner: Mark Drawing Code: Design Search: Register Type: Disclaimer:

N/A Pegasystems Inc. Cambridge, MA 02142 Why is this contact information displayed? Typeset (Words/letter/Number) (NO DATA) Principal (NOT AVAILABLE) Timothy H. Hiebert

Correspondent:

SAMUELS, GAUTHIER & STEVENS LLP 225 FRANKLIN ST STE 3300 BOSTON MA 02110-2898 PEGACALL ABANDONED-FAILURE TO RESPOND OR LATE RESPONSE 12/10/2001 78029005 10/4/2000 NOT AVAILABLE

Word Mark: Status/ Status Date: Serial Number: Filing Date: Registration Number:

Registration Date: NOT AVAILABLE Goods and Services: Computer software for customer relationship management; computer software for use by businesses to manage telephone interactions with their customers; computer software for managing telephone call centers; user manuals packaged as a unit with the foregoing goods

Mark Description: NOT AVAILABLE Type Of Mark: Published For Opposition Date: TradeMark N/A Pegasystems Inc. Cambridge, MA 02142 Why is this contact information displayed? Why is this contact information displayed? [Close] The USPTO makes this data available for search by the public so that individuals can locate ownership information for intellectual property, much the same way a county might make real estate property ownership information available. Since our website is synchronized with the USPTO data, we recommend making any data changes with the USPTO directly. Our website will auto-update when the USPTO data is updated. You may also contact Trademarkia to make a request for the removal of your personally identifiable information or trademark data. Such requests must be made in writing and will be subject to verification of ownership. This policy allows verified trademark owners to specify: (A) that their identifiable information be masked, or (B) that their trademark pages permanently deleted from Trademarkia.com. Requests may be made directly to customer.service@trademarkia.com and every effort will be made to honor them within 48 hours. Click here for further details. [Close] Mark Drawing Code: Design Search: Register Type: Disclaimer: Typeset (Words/letter/Number) (NO DATA) Principal (NOT AVAILABLE) Timothy H. Hiebert Correspondent: SAMUELS, GAUTHIER & STEVENS LLP 225 FRANKLIN ST STE 3300 BOSTON MA 02110-2898

Last Applicant/Owner: