customer process management (CPM)

Business applications that support front-office interactions with customers, whether face-to-face across a desk, by phone, by email, Web chat, or other means, are known as customer process management applications.

To support customer service representatives, such applications typically are interconnected with phone switches and interactive voice response (IVR) equipment.

Pegasystems' Customer Process Manager solution framework (CPM) and related products support customer process management in banks, insurance, healthcare, and other markets, using PegaCALL software to interface with telephone equipment. CPM provides a comprehensive process-oriented (rather than data oriented) approach to customer service and customer relationship management (CPM), supporting inbound telephone calls and other channels.

Workers using a CPM system are often called Customer Service Representatives, or CSRs.

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