Insurers Deliver Better Customer Service at Lower Costs with Pegasystems

CAMBRIDGE, Mass. – May 18, 2011 Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) software solutions, today announced a significant upgrade to its customer relationship management (CRM) offering for insurance.  A top priority for insurance carriers is to control their total expense ratio while improving customer experience across channels for policy holders and agents.  Pega’s Customer Process Manager for Insurance helps them achieve operational cost efficiencies while providing superior customer service consistently across all communication channels.

Leading global insurers are now forced to compete more aggressively on customer service as they face new channels, specialty products, and expanding markets.  Most of them lack the right technology and operational agility to simultaneously cut costs and improve customer service.  Pega’s new solution allows them to do exactly that by leveraging existing legacy systems and quickly adapting to changing consumer preferences.  Pega’s strong case management capabilities drive service excellence through process automation, and by allowing insurers to respond proactively to the increasing demands of policyholders.

Insurers can more easily achieve profitable growth by leveraging Pega technology to drive next-best actions needed to retain more customers and effectively cross sell and up sell new and existing customers.   In an industry where pricing often rules the day, a multi-channel strategy for service excellence is now a must, and insurance leaders are leveraging these strategies to differentiate their brands.

As a recognized industry leader, Pega enables insurance organizations to meet these challenges by automating manual processes and delivering a more personalized customer experience across channels, lines of business, and service needs.  Pega solutions are now in use at many of the world’s best-run insurers.

Pega will demonstrate the solution’s capabilities at Booth #541 at the annual ACORD LOMA Conference on May 22-24.

Quote and Commentary:

Leo Sugg, Insurance Business Leader, Pegasystems

“As the economy improves, leading insurers are looking to retain customers and grow their market share in a very competitive environment.  This requires operational agility.  Service excellence is a critical component to their success.  Pega technology enables insurers to leverage their investments in legacy systems and quickly adapt to changing consumer preferences.”


Supporting Resources:

For more info on insurance solutions, visit:

To read a white paper on intelligent customer servicing, visit:

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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Lisa Pintchman Rogers
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[email protected]
+1 617-866-6022

North America:
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+1 617-528-5230

Ilena Ryan
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Joanna Richardson
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+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
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+44 (0) 118 9398 584

Pegasystems Inc.
One Rogers St.
Cambridge, MA 02142
Phone +1 617-374-9600
Fax +1 617-374-9620