Prudential Group Insurance Named Model Insurer by Analyst Firm Celent

CAMBRIDGE, Mass. – January 30, 2012 – Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity, today announced that Prudential Group Insurance Inc., one of its clients, has been named a 2012 Model Insurer by Celent for success and innovations in customer service, powered by Pega technology.  A leading research and advisory firm, Celent’s coveted awards are given annually to organizations that most highly exemplify IT best practices and measurable business results; Prudential is among a select group of insurers highlighted in Celent’s 2012 Model Insurer report.


Celent recognized Prudential for its CustomerONE initiative that is leveraging Pega’s industry-leading Build for Change® technology to hike productivity among Customer Service Representatives (CSRs), decrease training times and provide better customer service through a single, unified view of the customer, all while consolidating five call centers into one.  Prudential’s customer-centric approach has enabled it to achieve predictable and improved business outcomes.  A wholly owned subsidiary of Prudential Financial Inc., Prudential Group is among the largest group life and disability insurance carriers in the nation, with a strong, ongoing focus on long-term care insurance.


Prudential launched its “CustomerONE” initiative as a major service thrust to improve customer interactions and reduce operational costs.  Cognizant, a platinum partner of Pegasystems, helped develop the application and ensure its success.  The high-profile project’s charter perhaps sums it up best: “CustomerONE is Prudential Group Insurance’s Strategic Servicing Portal that will be used by all associates to handle inquiries and process service requests across products, markets and channels.”  Pega’s advanced BPM software is used in several contact centers and the back office to bridge multiple disparate systems and provide dynamic case management features delivered via a single intuitive user interface.  


This marks the third consecutive year that Pegasystems’ client projects have been selected for Model Insurer awards.  In 2011 Farmers Insurance Exchanges “Hero” application won the overall award.  In 2010 Farmers’ small commercial division won for their Business Insurance Express.



Supporting Quotes:


Mark Stender, Vice President of Architecture, Prudential Financial

“We’re very happy that Celent recognized Prudential’s business and technology achievements attained with our CustomerONE initiative by leveraging Pegasystems in a best of breed, business-focused approach.  Celent’s recognition provides an external validation of our key project objective: making a significant, positive impact on our many valued customers.”


Craig Weber, Celent CEO

"Celent's Model Insurer award winners are being recognized for successfully delivering on the promise of technology.  We believe that effective and innovative uses of technology are worth celebrating, and the Model Insurer components in every category demonstrate that good things happen when the right technology is leveraged in the right ways."


Grant Johnson, Chief Marketing Officer at Pegasystems

“We are thrilled that Prudential is receiving significant recognition for achieving these noteworthy business results.  Pegasystems’ unique Build for Change® approach help clients like Prudential transform their business by increasing operational agility, reducing costs, and improving the customer experience.”

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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