Pegasystems’ Customer Process Manager™ for Healthcare Selected by Kaiser Permanente

CAMBRIDGE, Mass. – August 12, 2008 – Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) technology, today announced that Kaiser Permanente, America’s leading integrated health plan, has selected Pegasystems’ Customer Process Manager™ for Healthcare (CPM-HC) as the new desktop solution for its national call centers.  Pegasystems’ solution, which replaces Kaiser’s existing system, is used by health payers to optimize the customer experience, drive higher first call resolution rates and lower call handling times. 

Built expressly for healthcare organizations, CPM-HC is a packaged business process management solution that delivers multi-channel, intent-driven customer service to increase productivity, loyalty and growth.  CPM-HC provides intelligent inquiry case management, automated work handoffs, seamless data and knowledge integration and CTI functionality.  Other features include automated case documentation, special handling alerts, work monitoring, automated escalations, as well as enhanced integration, reporting and analytics.  Newer capabilities being used in this implementation include Pegasystems’ Application Profiler and Process Mapping that allow clients to directly capture their implementation objectives and speed deployment.  CPM-HC is typically used to service member and provider inquiries for multiple business lines including Commercial, Medicare, Medi-Cal, and Direct Pay.

“We are delighted that Kaiser Permanente has selected Pegasystems to support their contact centers,” said Alan Trefler, Pegasystems CEO.  “Kaiser Permanente is well respected for its high customer service rankings and the deployment of BPM technology will allow them to reach even higher standards of excellence for customer care and quality of service.”

Pegasystems has a well-established suite of healthcare solutions aimed at helping organizations achieve significant results in gaining new business, improving customer service, and driving operational effectiveness.  Pegasystems’ healthcare solutions are widely-used by major healthcare organizations including three of the top five U.S. health plans and more than 50 percent of the Blues network, representing over 100 million covered lives. 

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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