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Pegasystems Upgrades Insurance Solution to Help Carriers Maximize Customer Experience and Loyalty Across All Channels

Pega's Customer Process Manager for Insurance Enables Insurers to Deliver Consistent Customer Service Across Channels, Improve Customer Retention and Increase New Business Opportunities

CAMBRIDGE, MA -- (Marketwired) -- 06/05/14 -- Pegasystems Inc. (NASDAQ: PEGA), the software company powering the digital enterprise with Better Business Software®, today announced upgrades to the company's Customer Process Manager for Insurance (CPMI) solution that will improve the user experience and enhance service delivery.

Significant enhancements to CPMI include a consistent user interface across all channels including mobile and social channels and stronger case management capabilities, providing access to the right data at the right time. CPMI enables insurance carriers to overcome critical challenges found using inflexible and outdated CRM solutions that hamper their ability to deliver consistently high quality and differentiated customer experiences. Pega's CPMI helps insurers move beyond the silos of antiquated CRM solutions to streamline best practices that guide each service interaction, automatically adapt service delivery to the channel and enable rapid response to change. Using the CPMI solution, carriers can improve the service experience to strengthen customer retention and loyalty, reduce operating costs and ultimately drive profitable growth.

Pega's CPMI is ideally suited for insurers looking to enhance their customer service efforts to increase sales, enter new markets and launch new products, while simultaneously creating consistent omni-channel user experiences (UX) for both insureds and agents. Built on the Pega 7 platform, CPMI enable insurers to capitalize on newer technologies and communicate via customers' preferred channels. Capabilities include omni-channel UX that opens insurers' applications to mobile and social channels with consistent, attractive and intuitive experiences across all channels. Additionally, Pega Live Data simplifies the use of data in business processes, ensuring that agents have access to the right data, in the right place at the right time. New case lifecycle management capabilities intuitively mirror the way insurance agents and insurance executives approach opportunities to increase efficiency and production.

Key new features for insurers include:

  • Customer Composites - UI enhancements provide a redesigned view of each customer and includes leveraging a new thumbnail, a message and alerts gadget, and enhanced policy selection control.
  • Services Requests - New submissions and claims can be initiated in CPMI and completed in Pega Underwriting for Insurance and Pega Claims for Insurance solutions. This provides agents with a more comprehensive view of both local and remote cases.
  • Social Interactions - Social interactions can be installed and added to the agent portals to enhance visibility of relevant customer tweets and Facebook posts. A tab combines both Twitter and Facebook posts, providing agents more intuitive visibility and management of customer social interactions.
  • Updated Search - Searching for a specific customer caller now enables a distinct search by an insured or an agent. A customized composite is presented to agents that offers complete information for the selected caller, providing better overall customer service.

Quotes & Commentary:

"Insurance carriers are finding themselves at a crossroads, as they try to manage the explosion of new technologies and channels of communication used by their customers with antiquated and siloed CRM systems," said Chris Blatchly, Vice President, Global Insurance Business Line Leader at Pegasystems. "Pega is working to help carriers overcome the impossibilities of trying to achieve their business goals using outdated technologies. Pega's CPMI solution will deliver insurance companies into the digital age, and enable them to be more interactive and efficient with their customers for greater growth."

Supporting Resources:

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About Pegasystems
Pegasystems Build for Change® Platform is the heart of Better Business Software®. It delivers business agility and empowers leading organizations to rapidly close execution gaps and seize new opportunities. Pegasystems leverages its recognized leadership in Business Process Management (BPM), Multi-Channel Customer Relationship Management (CRM), Business Rules, and Adaptive Analytics to uniquely give its clients the power to engage customers, simplify operations and Build For Change®. For more information, please visit us at www.pega.com.

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