Business process solution firm Pegasystems has announced the integration of its analytics tools with the latest version of its business process management applications.

Designed to enable contact centre agents to target sales offers more effectively at customers, the latest release of Pega BPM incorporates business analytics tools with "real-time adaptive self-tuning to help guide intelligent conversations with customers for retention, cross-sell/up-sell and risk management," the company said.

The sofware, which is available in on premise and Software-as-a-Service based formats, was unveiled at its PegaWorld 2011 customer conference in Orlando, Florida.

While the analytics chunk was formerly available as a standalone product, this is the first time it has been integrated with Pega BPM.

Alan Trefler, Pegasystems’ founder and chief executive, said that customers today wanted to take a "multi-channel, ‘customer-in’ approach to eliminate silos and inefficiencies so they can rapidly seize new business opportunities and outperform the competition".

But "central to improving customer experience is being able to predict, present and operationalise the next-best-action with advanced analytics," he added.

The upgrade also includes tools for building thin client process models on the web, creating new user interfaces and integrating the product with third party offerings. It likewise enables business users to trigger changes to forms, reports or cases based on time-based business events or patterns.