Group Health Cooperative Selects Pegasystems Business Process Management for Customer Service

CAMBRIDGE, Mass. — December 22, 2005 — Pegasystems (Nasdaq:PEGA) today announced that Group Health Cooperative (GHC) has chosen to use Pegasystems' business process management (BPM) technology throughout its enterprise to drive efficiencies throughout its organization. GHC will employ Pegasystems' leading healthcare solution frameworks to affect stronger customer relationships with its key customer groups including members, brokers, employer groups, providers and internal personnel.

GHC, based in Seattle, is a consumer-governed, non-profit healthcare system and the third largest private employer in Washington State. An integrated delivery network, providing Washington and Idaho-based members with both insurance coverage and medical care, GHC continues to demonstrate industry leadership by selecting and integrating leading technologies to support its commercial initiatives.

Pegasystems will provide state-of-the-art sales, enrollment, and customer service solutions to facilitate GHC's "Culture of Excellence" initiative, created to provide the best service and efficiency in the healthcare industry. Pegasystems' leading BPM solutions will be used throughout — including GHC's Customer Service Center (CSC) and the Marketing, Sales and Insurance Services (MSIS) division — to provide a seamless, high quality customer experience from sale through membership and beyond. GHC will likewise use Pegasystems to provide their broker and employer partners with online tools to facilitate more efficient, effective interactions with the healthcare system.

James Hereford, executive vice president, Strategic Services and Quality, Group Health, said, "We were looking for a solution that would not only help us with our customer service operations but also enable us to develop new sales opportunities within our expanding network. Pegasystems demonstrated both technical superiority and a deep understanding of our industry. We expect this relationship to allow us to maintain a superior level of service while we grow our business."

"As a leading healthcare organization, Group Health quickly realized the advantages business process management could bring to their comprehensive customer service strategy," said Leon Trefler, Managing Director, North America Sales, Pegasystems. "By incorporating Pegasystems BPM, they will not only be able to increase productivity and customer satisfaction today, but are positioning themselves to handle future service issues. What's more, they're also improving staff and partner satisfaction by providing better tools, which will allow them to perform at the highest level."

About Group Health Cooperative

Founded in 1947, Group Health is a consumer-governed, nonprofit health care system that coordinates care and coverage. Based in Seattle, Group Health and Group Health Options, Inc., serve nearly 550,000 members in Washington and Idaho. Group Health's commercial and Medicare plans have received the top rating of "Excellent" from the National Committee for Quality Assurance (NCQA). More information is available at

About Pegasystems

Pegasystems (NASDAQ: PEGA) develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use, and global scale. For more information, please visit us at

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The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.


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