Pega Sales Automation for Financial Services provides a rich set of features designed to enhance the customer experience, improve user productivity and increase customer satisfaction. This section describes key capabilities and features of the application that you can use as-is or extend to meet your business needs.

Typical sales force automation applications in the banking industry do little more than capture data and are largely disconnected from enterprise systems and the actual sales process. With these typical applications, managers and representatives often end up using different systems and their own manually created spreadsheets, reports, and forecasts. The result is that sales methodologies are inconsistently applied, and the selling process cannot be adjusted to accommodate variations such as business units, geography, the customer, sales team, or the sales representative.

• Guided selling via Artificial Intelligence - Through a blend of predictive analytics, automated decisioning and business rules that you can configure, Pega systematically recommends the next best action to take, offer to make, and proactively drives these insights to reps throughout the sales cycle.

• Sales process management - Industry-leading process and workflow management ensures leads and opportunities are intelligently routed, tracked, and progressed and the end-to-end sales cycle is optimized with errors removed. Financial needs are gathered through the opportunity process and tied to the products that are recommended and sold.

• Reporting and forecasting - Dashboards and forecasts offer a real-time view into your team's pipeline and forecasts as well as what it will take to make quota. Easily modify reports to give you the actionable insights you need, exactly when and where you need them.

• Mobility and collaboration - Empower your teams to be productive everywhere by seamlessly delivering the sales experience on any device, including tablets and smartphones -- on- or off- line. Through Pega social capabilities - Pulse and Co-Browse- encourage reps and managers to collaborate with customers and one-another.

• Quick build and specialization of applications - Built on the world leading Pega Platform, Pega Sales Automation for Financial Services allows you to manage your enterprise's complexity, develop and change applications 7x faster than Java coding, and configure and run ultimate variety of sales process or instances on one application platform. The Pega Platform also allows you to maximize existing technology investments to ensure the fastest implementation time by easily integrating with your legacy systems.

• Deployment choices - Choose the best deployment option for your business with Pega Cloud, your cloud or on premise. Effectively manage your computing resources with confidence using Pega Platform, an application that is proven to securely scale to meet the needs of the world's most demanding organizations.

Pega Sales Automation for Financial Services provides a 360-degree view of Organizations, Accounts, and Contacts, including current and past deals, communication history including emails and appointment, documents, and relevant social insights. Additionally, they provide full insight into account holdings and services as well as active service interactions and cases. You can leverage the application's built-in duplicate detection and external data enrichment services to maintain data refresh rates and accuracy.

Organization detail

Contact detail

LinkedIn Sales Navigator

Harness the power of LinkedIn Sales Navigator to more effectively target the right buyers and understand key insights. A seamless experience with Sales Navigator allows sales teams to identify new contacts or prospects, find icebreakers and get sales updates without ever having to leave Sales Automation for Financial Services.

Households associate individuals into "groups." These associations allow for modeling efficient upsell use cases for a household and provide for efficiency in consolidated mailings. Financial accounts and net worth can be aggregated at the household level as well.

Activity management allows sales organizations to track and monitor important customer communications and tasks. Sales reps and managers can create activities to capture details and outcomes of customer interactions including phone calls and meetings. Sales reps can view their upcoming tasks by priority, and managers can delegate tasks to their team.

Timeline view

The timeline view gives a graphical representation of all customer interactions in one view. Easily zoom out to see all interactions chronologically for the year or zoom in to the current week or even hour.

Color-coding and filters distinguish between sales, service and marketing interactions and drilldowns on all interactions provide more granular details.

Pega Sales Automation for Financial Services enables organizations to manage leads from initial capture and routing, through the qualification process, and ultimately though conversion to an opportunity. You can source leads via bulk import, web forms, campaigns, manual entry, or via third party from an API. Lead management can leverage Pega Call for click-to-dial CTI with in-call dialogue to facilitate call notes and auto-creation of the sales activity. Dashboard widgets offer insight into lead conversion rates and where leads fall out of the qualification process. AI lead scoring uses adaptive models to predict the likelihood that a lead will convert into an opportunity.

Lead scoring

Automated lead routing

Automated lead routing is a feature for both business-to-business and business-to-customer use that allows you, as a Sales Ops operator, to manage your leads more intelligently. Bulk lead routing management speeds up the management process, allowing you to focus on more strategic tasks for your business. As global sales ops, you can setup rules in the Sales ops portal or app studio to instantaneously route leads to an available and qualified sales rep.

Opportunities are at the core of the Pega Sales Automation for Financial Services system, providing real- time insight into the sales pipeline. Sales managers and reps can analyze their pipeline by stage, understand their competitors, and see all recent activity for their deals. Sales reps are intelligently guided through each stage of the selling process by taking advantage of Pega Case Lifecycle Management features. Sales representatives are guided to gather the financial needs of their customer in order to provide the best recommendation for a product. Opportunity dashboard widgets give sales organizations insight into the current pipeline, pipeline trends, win/loss analysis, and where deals fall out of the sales process.

Sales Automation for Financial Services provides a Small Business and a Retail opportunity flow for both B2B and B2C interactions. These can be adapted or specialized for more discrete financial services market segment needs.

Opportunity detail

Opportunity insights

Traditionally, predicting close dates and win probabilities has come down to little more than guesswork by sales teams, resulting in inaccurate forecasts and missed sales numbers. Opportunity insights leverage adaptive AI models to help predict the probability of a deal closing, when it will close, and even the odds that a deal will move to the next stage.

Forecast management improves the sales organization's ability to predict the sales cycle by providing rollups of the sales pipeline by category, quarter, and territory. Territory owners at all levels can adjust opportunity amounts, close dates, and forecast categories to allow for the most realistic sales picture possible at each territory level. Behind every element in the forecast is an audit of the recent changes with an indication of how it affects a forecast, so the sales team always knows why and when it was updated.

Sales goal management enables organizations to set business goals (for example, individual rep quotas, product counts or activity objectives) and track goal attainment over time via dashboards and reports. Sales reps can track their quarterly quota attainment, and managers have insight into detailed team and territory attainment levels with roll-ups and drill-downs across all levels of the sales hierarchy.

Sales Coach in Pulse is designed to enable Sales Managers to seamlessly deliver efficient coaching. The widget displays coaching recommendations for all the Sales Reps reporting to a Manager in different areas. Managers can then devise personalized 'Coaching Plans' for each of these coaching recommendations. Sales Coach will also follow-up with the Sales Managers and Reps by providing them an update on the Rep's progress in a coaching recommendation.

Sales coach dashboard widgets

Sales manager coach widgets use AI to monitor sales team performance and provide coaching advice for the sales manager to get their teams back on track.

Transparent artificial intelligence helps build trust among users for artificial intelligence capabilities through visualizations on adaptive models.

Built in and configurable decisioning strategies and rules identify the next best action for every opportunity and rank and present the top actions in the sales rep's dashboard. These strategies and rules use a combination of predictors such as digital activity, service activity, products sold, and sales rep activity to determine the next best action for every opportunity.

Pega Sales Automation for Financial Services leverages the Pega Customer Decision Hub to identify the top offer for the population of contacts within a sales rep's book of business. Using customer lifetime value (CLV) and Winscore (Opportunity Amount and Close Date) adaptive models, the Pega AI engine generates the offers that have the highest relevance to the current sales situation and propensity to close. After an offer is accepted, an Opportunity or Lead is automatically created based on the configuration of the offer.

Pega built-in process and case management guides the sales rep through the required activities, steps, and stages of your sales cycle and then allows you to track open work assignments across your entire organization (not just sales). Guided selling also enables you to model different sales methodologies and work across different sales teams while handling a mixture of B2B, B2C, business and individual opportunities and forecasts in one application. Quickly adapt and change sales methodologies based on market conditions and automate key activities throughout the process.

Sales Automation for Financial Services automates the financial needs assessment process so that the sales rep can gather and document the financial needs of the client and identify corresponding products that meet those needs. This provides the audit trail necessary to show that the customers best interests were identified and utilized to help serve them the 'best fit' product.

Pega Sales Automation for Financial Services allows customers to integrate with preexisting product catalogs or utilize Pega Product Designer for Financial Services to manage and support the product life cycle. Sales representatives will be able to access only those products they are authorized to sell in their region and have robust product details and documentation allowing them to easily understand and explain products to their customers.

Local Campaigns allow sales reps to send personalized B2B and B2C campaigns to their contacts. Sales reps create, send and track campaigns from a simple, intuitive user interface from within Pega Sales Automation for Financial Services. Flexible segmentation allows sales reps to target subsets of their contacts to receive the campaign and can then monitor the open rate, click rate, and acceptance rate via dashboards. Responses to campaigns will automatically route leads back to the sales rep. Communication templates and automated tracking of responses provides the constraints needed to have compliant marketing interactions with your prospects.

Empower your partners and agencies to leverage the benefits of Pega Sales Automation for Financial Services while gaining insight into their deals, sales activities, and forecasts from a single application instance. Model a partner organization's tiered structure and grant granular access using territory security. Global sales ops can easily set up and administer partners, as well as delegate user and territory administration to the local sales ops users at the partner organization.

Share information with partners

Channel managers can share organizations, contacts, accounts and collateral with partner sellers in read-only mode. Channel manager can also use Spaces to share important announcements, or product updates. These capabilities allow in seamless exchange of information between the parent organization and the partner organizations.

Visual, interactive dashboards enable teams to make smarter decisions from anywhere. Pega-provided widgets allow sales users to easily track next best actions, next best offers, analytics around your forecasts, lead volume, conversion rates, and any part of your pipeline that is instrumented for a real- time view of the state of your business. Teams are able to view B2C and B2B dashboard reports in one instance. Each sales person dashboard provides a personal summary while the sales manager dashboard gives a team view with the ability to analyze the details of each team member.

Sales futurecast

The Sales Futurecast dashboard widget provides AI-based insights into whether a sales rep is going to attain quota for the quarter. Reps can see how each deal impacts the prediction and compare the AI prediction with their traditionally weighted pipeline.

The Pega for Outlook add-in gives sales reps contextual insight into Pega Sales Automation for Financial Services right from their Outlook client. As emails and appointments are selected in Outlook, Pega for Outlook gives a complete view of the relevant leads, opportunities, contacts and accounts. Emails and appointments can be synced to Pega Sales Automation for Financial Services with a single click and the quick create function includes the ability to add contacts, leads and opportunities. Available as a client installation, or on the new Microsoft Office add-in architecture with support for Mac and mobile.

Intelligent Virtual Assistant (IVA) for Email

IVA for email reads and understands the content of emails and suggests actions in Outlook by leveraging Pega's sentiment analysis and natural language processing (NLP). Pega sentiment analysis determines whether the text in Outlook email from a prospect/customer is ''positive", \"negative" or "neutral". NLP analyzes email content in real-time, suggesting "Tasks" and "Email Responses" right in Outlook.

Bi-directional sync with Microsoft Exchange allows managers and reps to manage calendar appointments across sales teams, customers, prospects, and subject matter experts from directly within Pega Sales Automation for Financial Services while always staying in sync with their Microsoft Exchange calendar. For example, reps can view sales team attendee availability in real-time and sync appointments to Exchange. External system users can see free/busy time for a rep so that sales appointments may be setup.

Seamless integration with Pega Knowledge gives every sales automation user access to sales collateral and content. Users can browse and search the knowledge library, or sales ops and managers can push suggested content to reps based on the attributes of their leads and opportunities. One-click sharing makes it easy to send content to co-workers, prospects and customers.

Global search performs an indexed, optimized search across all of the work objects that the logged in user can access. By combining Lucene search with territory security, the sales team can easily find the data they need from a single search dialogue on any device, displayed in order of relevancy.

Whether selling to individuals through agencies and organizations as in Commercial and Small Business banking, or directly to individuals, as in Retail and Wealth Management, Pega Sales Automation for Financial Services supports your B2B and B2C selling modes in a single instance. The user interface and data model dynamically adapt based on the type of customer to whom you sell.

Pega Sales Automation for Financial Services integrates with Twitter and Facebook by allowing sales reps to associate the Lead, Contact, Organization, and Account information in Sales Automation to online profiles.

Territory and Security Management capabilities allow for granular and flexible access permissions for sales reps and managers. Using a hierarchical territory structure, Sales Ops can grant create, read, and update access based on the user, territory, and work object type.

Team selling for accounts and opportunities allows sales reps to access work objects (i.e. leads, contacts, opportunities) that are not within their territory. Reps on a sales team have full access to the Accounts and Opportunities.

Pega Pulse in an internal social collaboration tool that allows sales reps to track important notes and posts in the context of Pega Sales Automation for Financial Services work objects. Whether sharing a file or requesting a discount, teams can collaborate and make the selling process a social experience.

Reference objects in Pulse

Users can now reference Opportunities, Leads and Contacts in a pulse post. End-users can now also view the pulse post attachments inline. This applies to images, videos and pdf files attached to a pulse post.

Graphical customer engagement trends provide visibility into customer engagement across multiple channels including Web activity, inbound and outbound email traffic, and sales activities of the rep. Data on engagement is gathered from Pega Sales Automation for Financial Services and from external databases and data warehouses.

Sales Organizations typically use Sales Automation for Financial Services systems to nurture and manage the deals in their sales pipeline. Engagement maps help promote conversations around what is not in the pipeline by analyzing your product penetration levels across your territories and accounts to identify "white space." Reps and managers can then focus their selling and marketing teams on these accounts for optimization of pipeline and share of wallet.

Integration with Pega Call make sales reps more effective with both inbound screen pops as well and outbound click-to-dial from any phone number field. An in-call modal dialogue facilitates easily logging call notes, with auto-creation of an activity when the call completes. Support for Open CTI as well as Avaya, Cisco, and Genesys CTI products.

First in industry ability to optimize how work gets done across the enterprise by humans and robots, from a central platform. Coach sales teams based on insights captured by Workforce Intelligence and Robotics and optimize application usage across the desktop.

The Sales Chatbot replaces online registration forms by interactively capturing data and qualifying prospects. Once qualified, a lead can be automatically created and routed to the appropriate sales rep and a meeting scheduled based on the sales rep's availability. Other relevant entities like organization, contact, task, activity, and pulse posts are also automatically created by the sales chatbot.

Sales Automation for Financial Services Co-Browse allows users to instantly collaborate using the web browser of customers and prospects. Easily launch a co-browse session from any contact in Pega Sales Automation for Financial Services. Sessions can be initiated by a customer with a session code, or by a sales rep via email. Modes include view only, highlight, and full keyboard control.

As part of the Pega Customer Relationship Management for Financial Services Suite, Pega Sales Automation for Financial Services can work with Pega Marketing for Financial Services and Pega Customer Service for Financial Services to support the entire customer journey. Pega can power a full transformation of the customer experience---incrementally integrating with existing assets at first, and then eventually replacing existing legacy Customer Relationship Management applications to take full advantage of the unified Pega Platform. (Pega Marketing for Financial Services and Pega Customer Service for Financial Services are licensed separately.)

Language packs support localization by translating text values for buttons, prompts, labels, etc. The following language packs are available for Pega Sales Automation for Financial Resources: Italian, French, Japanese, German, and Portuguese.

The new Application Wizard allows administrators to set up a new implementation in minutes, while new application guides provide step by step instruction for setting up features and importing data. From Pega Express, admins can easily customize their data model, configure the UI and change the sales process. Online trials allow anyone to request their own working instance of Pega Sales Automation for Financial Services with embedded tours to highlight key features.

• Pega Sales Automation for Financial Services Product Overview