Pegasystems’ Newly Enhanced Healthcare Solutions Redefine Customer Service Excellence

CAMBRIDGE, Mass. and LOS ANGELES – March 3, 2008 –  Building on its success in the healthcare market, Pegasystems (NASDAQ: PEGA), the leader in Business Process Management (BPM), today announced new versions of its popular Customer Process Manager™ Solutions for Healthcare (CPM-HC). These are built on Pegasystems’ market-leading SmartBPM® \platform and provide a powerful set of customer processing capabilities that automate and optimize all service requests that are handled through a healthcare organizations’ contact center.  Pegasystems’ exclusive intent-driven processing anticipates both customer and service representative needs to deliver real-time, personalized and highly responsive service.

The announcement was made at the 2008 Blue Cross Blue Shield Customer Contact Center and Claims Conference in Los Angeles, where more than 60% of the participating organizations use Pegasystems software to enhance customer service, grow their business and improve organizational productivity.

Traditional data-oriented customer relationship management (CRM) solutions rely on employees to understand the breadth of information and translate it into appropriate actions. Even with trained employees, however, this often results in inconsistent and inefficient service. In contrast, Pegasystems’ Customer Process Management for Healthcare (CPM-HC) matches customer intentions with business goals at the moment of customer interaction. The software automatically seeks out and uses customer data from across the enterprise in real time, without replication or consolidation. CPM-HC, in effect, takes the guesswork out of managing customer relationships and drives increased loyalty, productivity and business growth.

The new release of the software suite builds upon an already rich feature set that includes quality assessment processes, individualized coaching tips, and customer survey functionality. These help improve employee performance and reduce training time.  The new version has a rich internet user interface that is automatically tailored for each user, interaction and language – guiding every user, across any channel, to behave like the organization’s top CSR.  New service processing for providers including NPI management, prior authorization requests and credential updates have also been added, further enhancing the level of service that healthcare payers can deliver to their member and provider customers.

“Industry analysts have identified BPM as a critical factor in customer service excellence and our customers are proving that to be so.  Many of our healthcare customers like Aetna, Blue Cross Blue Shield of Massachusetts and CSC, are using our award-winning Build for Change® technology to reach new levels of customer service for which they have, in turn, won their own service excellence awards,” said Elizabeth Hart, senior director of Healthcare Solutions at Pegasystems.”This latest version of CPM-HC underscores Pega’s commitment to provide software that’s expressly built for healthcare payers to help them achieve business agility and results including substantial growth in new business, significant improvements in customer service and retention, and tremendous productivity gains.”

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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