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Infosys Awarded Pegasystems Partner Excellence Award for Outsourcing Services that Improve Call Center Productivity

By Amanda Ciccatelli, TMCnet Web Editor

Infosys, a global provider of consulting, outsourcing and technology, has been awarded the Pegasystems (News - Alert) "Excellence in Solution Development" award for a best-in-class insurance customer service delivery platform that drastically improved call center productivity at a Fortune 500 life insurer by more than 80 percent.

The Infosys (News - Alert) insurance practice developed the solution with Pegasystems, a provider of business process management and software for customer centricity. Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow's enterprise.

By combining multiple data screens into a single dashboard, the customer service delivery platform allows call center professionals to reduce wait times from 24 minutes to four minutes. Infosys achieved the results in less than 11 weeks after launch by leveraging Pegasystems' Customer Process Manager for Insurance solution.

Pegasystems technology speeds up the delivery of business solutions by capturing business objectives and eliminating manual programming. Pegasystems on-premise and cloud-based solutions also enables clients to adapt quickly to changing business conditions in order to outperform the competition.

"Infosys is an innovator in smart uses of technology in the insurance industry, and is, along with our other alliance partners, a critical part of Pega's global team," said John Barone, vice president of global strategic alliances at Pegasystems.

The Infosys insurance practice has domain expertise in life and annuities, disability, long term care, property and casualty, investments, and other areas, as well as specialties in financial services as a whole. Infosys helps clients transform into the "next generation insurance carrier" through its products, platforms and services that streamline policy administration, improve distribution, and facilitate data-driven underwriting.

Yezdi Mehta, vice president and head of the Americas insurance practice at Infosys, said, "The award is a testament to our ability to help build tomorrow's enterprise in the insurance industry, achieved with improving customer experience and transforming core business functions."