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Pegasystems weaves new features into customer service app

Pegasystems mixes newly acquired technology into app; Act integrates sales automation, marketing into new version; Criteo expands marketing capabilities.

Pegasystems Inc., a CRM and BPM software provider based in Cambridge, Mass., released updates to its Pega Customer Service application that aim to make it easier for customer service representatives to give one-on-one guidance to customers and improve the app's multichannel capabilities.

Pega Customer Service is built on the company's Pega 7 platform, the company's flagship software offering, and integrates technologies from the acquisitions of MeshLabs Software Private Limited and Profeatable Corporation, the provider of Firefly, which were announced in May and June of this year, respectively.

Using technology from the Firefly purchase, Pega Customer Service now has co-browsing capabilities, which enables reps to simultaneously share their screens, whether in desktop or mobile formats, with customers in real time. Customers don't need to download software, and reps can guide them through browser-based content. Text analytics and social listening technology from MeshLabs allows reps to track customer conversations on social media and identify and respond to issues.

Pega Customer Service also features chat and self-service apps for mobile devices, a new interface and knowledge management capabilities that recommend relevant information to the rep based on customer interactions.

Pricing varies depending on the scope of the project, a Pega spokesperson said.

Act automates, integrates sales and marketing

Swiftpage, the Denver-based maker of contact and customer manager software Act, announced the release of version 17 of the software. For small businesses, Act's new features center on sales force automation and marketing processes.

Act automates the scheduling of follow-up activities, deriving the information from the contact's interactions with marketing and sales departments. Users can create Web forms to assist in lead procurement and compose email campaigns from within Act, which also includes a lead-scoring function.

Act's Contact Timeline personalizes customer interactions by allowing users to attach photos or documents directly to a contact record from a mobile device and integrates with such tools as Dropbox, SharePoint, Google Docs and iCloud. Act syncs with Microsoft Outlook so users can share contacts and calendar items between the two platforms. They can also create read-only licenses within Act.

Act version 17 is now available in English with versions in other languages planned for release in the coming months, Swiftpage said. Act Business Care subscribers receive version 17 at no additional charge. Business Care subscribers also receive an Act e-marketing discount of $15 per month in addition to existing benefits.

Criteo unveils cross-device marketing capability

Criteo, a French e-commerce marketing company that specializes in displaying banner advertisements on websites that are generated using customer browsing history, announced Tuesday that its product is globally available for all devices. With this capability, Criteo hopes to provide its customers with "a single view of consumers' shopping behavior."

According to Criteo, more than 60% of adults in the U.K. use two devices or more on a daily basis and 73% who have three switch between them to complete tasks. Criteo relies on gathering information based on what retail sites a customer has visited, whether on a mobile device or desktop/laptop computer, and targets customers with personalized banner advertisements. The company charges advertisers on a cost-per-click basis, paying only for consumers who click on a particular banner and go to the advertiser's website.

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