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About the Customer Process Manager (CPM) framework

Updated on September 13, 2021

 This presentation is part of the CPM Interactions Self-Study Course.


Customer Process Manager (CPM) is a pre-built process-oriented contact center application for managing and automating customer service across multiple customer touch points. There are currently four different versions or “flavors” available from Pegasystems.

Three vertical versions for industry-specific implementation include:

  1. CPM for Credit Card
  2. CPM for Healthcare
  3. CPM for Insurance


Pegasystems also delivers a horizontal “cross-industry” version of CPM. We will be using the cross-industry horizontal version in this course.

I will demonstrate how to navigate within CPM and how to use two key capabilities of CPM: live and non-live interactions.


Pega Platform 7.1.1 - 8.3.1 System Architect Lead System Architect Business Architect Experience Designer Project Manager System/Cloud Ops Administrator Low-Code App Development Financial Services Healthcare and Life Sciences Insurance Communications and Media Government Healthcare and Life Sciences Consumer Services

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