Sun Microsystems and Pegasystems Bring New Efficiency to Blue Cross Blue Shield of Massachusetts with Advanced eCRM Solution

NEW ORLEANS, La., HIMSS 2001 Annual Conference, Booth #4314, Feb. 6 — Sun Microsystems (Nasdaq: SUNW) and Pegasystems (Nasdaq: PEGA) today announced that they have collaborated to implement an enhanced customer relationship management (CRM) solution at Blue Cross Blue Shield of Massachusetts (BCBSMA) to manage their member services. The BlueServe Connect solution, based on Pegasystems advanced rules-driven workflow automation technology and powered by the Sun platform, is now live and enabling BCBSMA to respond more efficiently and comprehensively to its customers' complex needs. With advanced technology from Pegasystems and Sun, BlueServe Connect has empowered BCBSMA's customer service representatives (CSRs) to provide improved service to more than two million members for transactions such as claims status inquiries, eligibility and benefit information, primary care physician changes, provider searches and other processes. The intelligence and automation built into BlueServe Connect reduces the time needed for training new CSRs, the number of steps required for a customer interaction, and the amount of manual work needed to fulfill a customer request or transaction.

To attain a high level of scalability and reliability, BCBSMA chose to deploy BlueServe Connect on Sun Microsystems robust hardware and software platforms. Sun's scalable, reliable and highly available Sun Enterprise servers help to ensure 24x7 uptime for BCBSMA's call center system. In addition, Sun's Solaris Operating Environment, a leading Unix-based platform, provides a strong computing platform to help BCBSMA and other organizations across the healthcare industry to ensure that confidential patient information is managed in a highly secure environment.

BlueServe Connect is built on the Pegasystems rules-driven workflow automation solution for CRM. Pegasystems solution works across multiple channels of customer contact with a user interface that intelligently guides customer interaction according to rules-driven processes and decisions. The Pegasystems solution automates work generated from each customer interaction and drives the fulfillment of that work across BCBSMAs enterprise, including the eligibility and claims system.

"Blue Cross Blue Shield of Massachusetts is committed to delivering the highest quality customer service," Sharon Smith, senior vice president, Corporate Service & Government Programs, BCBSMA. "We believe that Pegasystems powerful CRM solution combined with the scalability and reliability of Suns Solaris Operating Environment and Enterprise servers has yielded a sophisticated, high-performance system that fully addresses our highly complex customer service needs. Pegasystems running on Sun was a clear choice following our review of competitors' offerings."

"Sun is acutely aware of the challenges faced by healthcare organizations as they seek to achieve new levels of cost efficiency, and we bring to the industry well-defined best practices from similar deployments in related fields," said Murtz Kizilbash, manager for Sun Microsystems global sales organization in healthcare. "Our collaboration with Pegasystems to deploy an end-to-end CRM solution for Blue Cross Blue Shield of Massachusetts underscores our commitment to meeting the needs and surpassing the expectations of the healthcare industry."

"Pegasystems is focused on and committed to providing eCRM solutions to BCBS organizations who face similar challenges in member, provider and employer service automation," said David Koopman, Director, Healthcare Business Development, Pegasystems. "By utilizing proven Internet architected technology, offered by the combination of Sun Microsystems and Pegasystems, payors can easily wrap around and enhance existing legacy systems which saves time and money versus replacing entire back-end systems."

About Blue Cross Blue Shield of Massachusetts

With more than two million members, BCBSMA is the largest and fastest-growing HMO and health insurance company in New England. For 1999, BCBSMA posted a net gain of $61.3 million. For the first six months of 2000, the company posted a $12.1 million operating gain and achieved its 13th consecutive quarter of positive financial performance with a year-to-date net gain of $30 million. With member satisfaction at a high of 90%, and health care provider satisfaction at 84%, BCBSMA has become the choice for health care consumers seeking affordable, reliable, and high-quality health care coverage.

About Sun Microsystems

Sun Microsystems, since its inception in 1982, has had a singular vision: "The Network is the Computer." This vision has propelled Sun Microsystems, Inc. to its position as a leading provider of industrial-strength hardware, software and services that power the Internet and allow companies worldwide to dot-com their businesses. With $17.6 billion in annual revenues, Sun can be found in more than 170 countries and on the World Wide Web at

NOTE: Pegasystems is a registered trademark of Pegasystems Inc. Other product and company names may be trademarks of their respective owners. Sun, Sun Microsystems, the Sun Logo, Solaris, Sun Enterprise, and the Network is The Computer are trademarks or registered trademarks of Sun Microsystems, Inc in the United States and other countries.

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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