PegaWORLD 2012 Presentation: Cognizant and BB&T: Business Transformation and Optimizing Customer Experience Using Pega

Process harmonization across the LoBs (Mortgage, Treasury, Retail etc.) has resulted in Business Process Optimization. The multi-channel implementation has contributed to the increased customer experience and resulted in increased access to the customer base. Standardization and Centralization of Loan Decision & Fulfillment processes were accomplished using Pega PRPC product features and capabilities. Compliance to HMDA (Home Mortgage Procedure Act), RESPA (Real Estate Settlement Procedure Act) was achieved. The SLA driven processes helped meet the compliance and resulted in improved customer satisfaction.

In this session you will learn:

  • How to optimize business processes by harmonization across multiple lines of business
  • How to improve customer experience by multi-channel implementation
  • How to satisfy compliance requirements for Home Mortgage Procedure Act and Real Estate Settlement Procedure Act