UK's Inland Revenue Contact Centers Go Live with Pegasystems Technology.Business Editors/High-Tech Writers CAMBRIDGE, Mass.--(BUSINESS WIRE)--April 16, 2003 Pegasystems Selected by EDS (Electronic Data Systems, Plano, TX, www.eds.com) Founded in 1962 by H. Ross Perot (independent candidate for the President of the U.S. in 1992), EDS is the largest outsourcing and data processing services organization in the country. to Provide Business Process Management to the Inland Revenue's Contact Centers, Helping to Increase Efficiency and to Provide Faster, More Accurate Customer Service Pegasystems Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : PEGA PEGA Programs in Extra-Galactic Astronomy PEGA Poly(Ethylene Glycol)-Polyacrylamide Copolymer (used in chromatography) ), a leading provider of rules-based, smart business process management software (BPM), today announced that the UK's new Inland Revenue Inland Revenue Noun (in Britain and New Zealand) a government department that collects major direct taxes, such as income tax Noun 1. contact centers supporting the tax credits system has gone live. EDS, the strategic IT partner for the Inland Revenue, selected Pegasystems' BPM software to support the Inland Revenue's contact center locations across the country, and completed the deployment in August of last year. Pegasystems software allows the Inland Revenue to manage information regarding tax credit eligibility and answer tax credit related questions via its call centers, which helps provide better customer service to individuals while helping to reduce its overall cost of administration. The software helps customer service advisers to review tax credit related data relevant to the caller on concise, consolidated screens and gives advisers access to the history of interactions. "With a total of 30 million customers, the Inland Revenue expects to manage up to eight million contacts per year through its new tax credit contact centers," said Bob Docherty, Technical Delivery Group, EDS. "We have worked very closely with Pegasystems to build a system that meets the Inland Revenue's scalability requirements." Operating as one virtual contact center, the five contact center locations function from a single call system and a centralized cen·tral·ize v. cen·tral·ized, cen·tral·iz·ing, cen·tral·iz·es v.tr. 1. To draw into or toward a center; consolidate. 2. database, built using Pegasystems' rules-based, smart BPM technology. When a UK citizen calls the Inland Revenue help line with a tax query, Pegasystems' software is able to guide the call intelligently to the next available adviser based in any of the five physical locations. "The Inland Revenue contact centers are making tax-related support much easier for UK citizens, and we're pleased to play a key role in this," said Henry Ancona, president and COO, Pegasystems. "The system's rules-based software helps provide the Inland Revenue with a much more customer-centric solution, allowing service requests to be processed more quickly and accurately. By providing advisers with an integrated view of a customer's inquiry and contact history of interactions, the average call time of service requests should continue to fall, helping not only to increase efficiency but also to help deliver faster ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). ." Pegasystems' patented rules technology integrates business rules into an organization's technology and process infrastructure. The software deployed at the Inland Revenue is based on an evolution of Pegasystems' business process automation and customer service software, which has helped achieve significant return on investment for numerous financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , healthcare and insurance customers. About Inland Revenue The Inland Revenue is responsible, under the overall direction of Treasury Ministers, for the efficient administration of income tax, tax credits, corporation tax, capital gains tax, petroleum revenue tax, inheritance tax inheritance tax, assessment made on the portion of an estate received by an individual; it differs from an estate tax, which is a tax levied on an entire estate before it is distributed to individuals. , national insurance contributions and stamp duties Stamp Duty An ad-valorem or flat rate charged upon certain documents. Notes: This is an extra charge placed on documents. See also: Ad Valorem Tax Stamp duty Applies mainly to international equities. in the United Kingdom. The department's core purpose is to ensure that everyone understands and receives what they are entitled en·ti·tle tr.v. en·ti·tled, en·ti·tling, en·ti·tles 1. To give a name or title to. 2. To furnish with a right or claim to something: to and understands and pays what they owe - so that everyone contributes to the UK's needs. For more information about Inland Revenue, visit www.inlandrevenue.gov.uk. About Pegasystems Pegasystems Inc. (NASDAQ: PEGA) provides rules-based, smart business process management (BPM) software to large organizations, helping to deliver significant ROI and providing them with the flexibility and agility to respond to changing business needs. With annualized annualized Of or relating to a variable that has been mathematically converted to a yearly rate. Inflation and interest rates are generally annualized since it is on this basis that these two variables are ordinarily stated and compared. revenues of approximately $100 million and a blue-chip customer base, the company offers applications for the financial services, healthcare, insurance and government markets, as well as a cross-industry BPM application. Pegasystems is headquartered in Cambridge, Mass., and has regional offices in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , Europe and the Pacific Rim Pacific Rim, term used to describe the nations bordering the Pacific Ocean and the island countries situated in it. In the post–World War II era, the Pacific Rim has become an increasingly important and interconnected economic region. . For more information, visit www.pega.com. Forward-Looking Statements forward-looking statement A projected financial statement based on management expectations. A forward-looking statement involves risks with regard to the accuracy of assumptions underlying the projections. Certain statements contained in this press release may be construed as "forward-looking statements" as defined in the Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995. The words "believe," "expect," "hope," "anticipate," "plan" and similar expressions identify forward-looking statements, which speak only as of the date the statement was made. The company does not undertake and specifically disclaims any obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. These statements are based on current expectations and assumptions and involve various risks and uncertainties, which could cause the Company's actual results to differ from those expressed in such forward-looking statements. These risks and uncertainties include impact of pending regulatory proceedings, difficulty in predicting the completion of product implementations and consequently the timing of revenue recognition, the inability to attract and retain key employees, reliance on key third-party relationships, management of the Company's growth, and other risks and uncertainties. Further information regarding these and other factors which could cause the Company's actual results to differ materially from any forward-looking statements contained in this press release is contained in the Company's Annual Report on Form 10K for the year ended December 31, 2002 on file with the Securities and Exchange Commission. Investors are cautioned not to place undue reliance on such forward-looking statements and there are no assurances that the matters contained in such statements will be achieved. NOTE: Pegasystems is a registered trademark of Pegasystems Inc. Other product and company names may be trademarks of their respective owners. |
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