SOURCE: Pegasystems


June 04, 2015 10:15 ET

Pegasystems Announces Industry-First Enhancements to Customer Service for Healthcare Application

Integrates Customer Service and Care Management to Provide Single View of All Customer Interactions; Improves Customer Health Management, Engagement, and Loyalty

CAMBRIDGE, MA--(Marketwired - June 04, 2015) - Pegasystems Inc. (NASDAQ: PEGA), the software company empowering the world's leading enterprises with strategic business applications, today announced enhancements to the Pega Customer Service for Healthcare application, including a new Clinical Interaction Manager that improves the delivery of care management services. Clinical Interaction Manager is the first in the market to integrate customer service and care management to give health organizations a 360 degree view of all customer interactions, extending their ability to engage customers, improve health outcomes, and reduce costs.

Integrated with Pega's Care Management application, Pega Customer Service for Healthcare connects front-line service agents and back-office care management staff, arming call center agents with data across administrative, health, and care management interactions. This allows customer service agents and care teams to deliver timely and accurate information, resolve inquiries more quickly, and improve the overall management of care for members and patients.

The introduction of Clinical Integration Manager to the Pega Customer Service for Healthcare application helps organizations improve customer service by offering:

  • An omni-channel, 360 degree customer view: A single view of clinical, wellness, health, and service interaction data, across all channels, enables personalized prompts to facilitate enrollment in wellness and other care programs, provides updated administrative information needed for care coordination, and improves customer engagement in care decision. This enables healthcare organizations to provide a single, unified brand to customers, and care coordinators to seamlessly move between service and care discussions based on the needs of the individual.
  • An integrated user experience: Pega's intent-led customer service application allows both front-line customer service agents and back-office clinical staff to seamlessly connect and process information efficiently, enabling care coordinators and customer service agents to drive engagement in spite of the personal and complex nature of healthcare.
  • Specialization: The application allows users to create and manage specialized programs that personalize the patient/customer experience. Using business rules and enterprise information, users can create and deliver the most effective, personalized treatment plans for any consumer/patient situation. Actionable analytics help organizations respond to the needs of their customers as well as improve engagement and health outcomes.
  • A platform that keeps up with the pace of change in healthcare: Out of the box capabilities are built to adapt to changing clinical, market, and regulatory requirements so healthcare organizations can evolve as quickly as their patients demand and as regulations change.

Pega Customer Service for Healthcare is built on the Pega 7 platform, which can be deployed in the cloud or on-premises. According to an independent study by Capgemini, Pega 7 allows organizations to deploy changes eight times faster than traditional Java based applications. Pega's latest visual tools enable businesses to easily extend and change the application to meet their strategic business needs without coding. Pega's proven scalability ensures the application operates across the ever-changing needs of users, business lines, geographies, and channels that today's enterprises demand. Based on these capabilities, healthcare enterprises can automatically adapt to different regions, products, customers, and employees for each and every interaction.

Quotes & Commentary:
"By integrating unified, omni-channel visibility into both clinical and administrative service interactions, the Pega Clinical Interaction Manager transforms the traditional, siloed approach to health, clinical, and care management inquiries," said Susan Taylor, Vice President, Global Healthcare Business Line Leader at Pegasystems. "An integrated approach to customer service and care management eliminates internal complexities, improves customer experience, and more quickly delivers personalized and relevant services for consumers."

Supporting Resources:
Healthcare, Strengthened

About Pegasystems
Pegasystems (NASDAQ: PEGA) develops strategic applications for sales, marketing, 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 2000 customers include many of 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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