Pegasystems' Customer Process Manager™ for Healthcare Selected by Kaiser Permanente

CAMBRIDGE, Mass.--(BUSINESS WIRE)--Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) technology, today announced that Kaiser Permanente, America’s leading integrated health plan, has selected Pegasystems’ Customer Process Manager™ for Healthcare (CPM-HC) as the new desktop solution for its national call centers. Pegasystems’ solution, which replaces Kaiser’s existing system, is used by health payers to optimize the customer experience, drive higher first call resolution rates and lower call handling times.

Built expressly for healthcare organizations, CPM-HC is a packaged business process management solution that delivers multi-channel, intent-driven customer service to increase productivity, loyalty and growth. CPM-HC provides intelligent inquiry case management, automated work handoffs, seamless data and knowledge integration and CTI functionality. Other features include automated case documentation, special handling alerts, work monitoring, automated escalations, as well as enhanced integration, reporting and analytics. Newer capabilities being used in this implementation include Pegasystems’ Application Profiler and Process Mapping that allow clients to directly capture their implementation objectives and speed deployment. CPM-HC is typically used to service member and provider inquiries for multiple business lines including Commercial, Medicare, Medi-Cal, and Direct Pay.

“We are delighted that Kaiser Permanente has selected Pegasystems to support their contact centers,” said Alan Trefler, Pegasystems CEO. “Kaiser Permanente is well respected for its high customer service rankings and the deployment of BPM technology will allow them to reach even higher standards of excellence for customer care and quality of service.”

Pegasystems has a well-established suite of healthcare solutions aimed at helping organizations achieve significant results in gaining new business, improving customer service, and driving operational effectiveness. Pegasystems’ healthcare solutions are widely-used by major healthcare organizations including three of the top five U.S. health plans and more than 50 percent of the Blues network, representing over 100 million covered lives.

About Pegasystems

Pegasystems (NASDAQ: PEGA), the leader in Business Process Management, provides software to drive revenue growth, productivity and agility for the world's most sophisticated organizations. Customers use our award-winning SmartBPM^® suite to improve customer service, reach new markets and boost operational effectiveness.

Our patented SmartBPM technology makes enterprise applications easy to build and change by directly capturing business objectives and eliminating manual programming. SmartBPM unifies business rules and processes into composite applications that leverage existing systems -- empowering businesspeople and IT staff to Build for Change^®, deliver value quickly and outperform their competitors.

Pegasystems’ suite is complemented by best-practice frameworks designed for leaders in financial services, insurance, healthcare, government, life sciences, communications, manufacturing and other industries.

Headquartered in Cambridge, MA, Pegasystems has offices in North America, Europe and Asia. Visit us at www.pega.com.

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