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New York Life: Building a Customer-Centric Organization

"[For the agent desktop] we consolidated multiple screens to one screen. The agent can now see all actions available on one single screen. Our average handle time is a lot lower. All they have to do is just click on it, enter the new address change information and done!"

    – Lakshmi Weiss, Sr. Developer, New York Life

Today, insurers need to deliver efficient, personalized service to customers. New York Life worked with Pega to simplify the agent desktop – reducing multiple screens to a single screen. The result? A streamlined, intuitive, desktop interface for the agent.

Learn how New York Life worked with Pega to simplify their agent desktop, enabling them to:

  • Consolidate multiple desktop screens to a single screen
  • Reduce Call Handle Time significantly
  • Improve training time by 2 weeks
  • Enable reps to focus on the customer


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