Pegasystems' Software Boosts Health of Customer Care for a Leading British Healthcare Organization

Pegasystems Inc. (NASDAQ: PEGA), experts in rules-driven business process management (BPM), today announced that BUPA (British United Provident Association), a leading global healthcare organization headquartered in the UK, has gone live with Pegasystems' customer service management software. First announced in January of last year, BUPA has implemented Pegasystems' customer management system to improve customer care and process management over the Web and through its call centers.

Pegasystems has been working closely with BUPA to add enhanced functionality for resolving customer complaints, helping BUPA manage customer inquiries consistently and accurately across its business. The implementation's second phase has included the expansion of the Pegasystems solution across BUPA's service and sales divisions, helping to manage the customer experience throughout the life-cycle of a health policy.

The Pegasystems complaints solution interfaces with existing systems across BUPA, and brings together data that provides a rules-driven, customer-centric approach to managing each service interaction. Pegasystems' intelligent process management enables customer requests to be automatically processed or routed to an appropriate service representative to help provide timely and consistent customer responses. BUPA's own best business practices are configured in the software, which helps guide the service representatives to provide customized, personalized service to each individual inquiry.

"We are radically changing the way we deliver service across our business so we can help to maximize positive interactions with our customers and sales teams in a cost-effective manner," said Uwe Natho, IT director, BUPA. "Pegasystems software takes a large amount of data from our legacy systems and turns it into useful information that allows us to deliver a more personalized service to our customers."

Pegasystems has worked closely with BUPA to build a flexible system architecture based on customizable business rules, which can be easily adapted to meet frequently changing market demands.

"We have created a strategic framework for customer service that is highly adaptable to growth across BUPA's business," said David Wells, vice president, Financial Services and Emerging Markets, Pegasystems. "We have worked closely with BUPA to design a rules-based system that maximizes its strength in healthcare and our expertise in service, helping to secure the highest possible level of service for each BUPA customer."

About BUPA

BUPA is a global health and care organization, with nearly four million members in 190 countries worldwide. As a provident association, BUPA has no shareholders to pay. This means that any profits can be reinvested in better schemes and services for the benefit of all its customers. Founded in 1947, the organization has 40,000 staff members in the UK, plus more than 1,500 employees in BUPA's international on-site offices, located in Ireland, Hong Kong, Thailand, and Saudi Arabia. BUPA also owns Sanitas, the leading private healthcare organization in Spain. For more information about BUPA visit:

Forward-Looking Statements

Certain statements contained in this press release may be construed as "forward-looking statements" as defined in the Private Securities Litigation Reform Act of 1995. The words "believe," "expect," "hope," "anticipate," "plan" and similar expressions identify forward-looking statements, which speak only as of the date the statement was made. The company does not undertake and specifically disclaims any obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. These statements are based on current expectations and assumptions and involve various risks and uncertainties, which could cause the Company's actual results to differ from those expressed in such forward-looking statements. These risks and uncertainties include impact of pending regulatory proceedings, difficulty in predicting the completion of product implementations and consequently the timing of revenue recognition, the inability to attract and retain key employees, reliance on key third-party relationships, management of the Company's growth, and other risks and uncertainties. Further information regarding these and other factors which could cause the Company's actual results to differ materially from any forward-looking statements contained in this press release is contained in the Company's Quarterly Report on Form 10Q for the quarter ended September 30, 2002 on file with the Securities and Exchange Commission. Investors are cautioned not to place undue reliance on such forward-looking statements and there are no assurances that the matters contained in such statements will be achieved.

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

All trademarks are the property of their respective owners.

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.


Press Kit


Media Contacts

Lisa Pintchman Rogers
VP, Corporate Communications
[email protected]
+1 617-866-6022

North America:
Sean Audet
Director, Corporate Communications
[email protected]
+1 617-528-5230

Ilena Ryan
Sr. Manager, Public Relations
[email protected]
+1 617-866-6722

Joanna Richardson
Director, Corporate Communications
[email protected]
+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
[email protected]
+44 (0) 118 9398 584

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