[May 05, 2004] Aetna Selects Pega For Customer Process Management Technology Pegasystems Inc. (NASDAQ: PEGA) announced that Aetna has selected its PegaHEALTHTM contact center solution as part of a corporate-wide initiative to provide easy-to-use tools and resources that enhance the value of the company's benefit offerings. Aetna, one of the nation's leading providers of healthcare, dental, pharmacy, group life, disability and long-term care benefits, will use Pegasystems' customer service desktop solution in its 40 national contact centers, which serve 590,000 healthcare service providers and 13 million members. The applications will ultimately support Aetna member services, provider services and patient management as the company continues to integrate its technology solutions across lines of business to improve customer service and create a competitive advantage. Aetna, an $18 billion corporation based in Hartford, Conn., chose Pegasystems after a rigorous 18-month selection process. The contract was finalized in Q1 of this year. Combining agility, intelligence and automation PegaHEALTH Member Services and PegaHEALTH Provider Services, key components of the PegaHEALTH Customer Process Manager Product family, will enable Aetna to deliver consistent, high-quality service throughout the enterprise. Pegasystems combines intent-led processing with pre-packaged best-practice workflows to efficiently handle processes ranging from claim inquiry resolution to the ordering of ID cards. This approach intelligently guides customer service representatives (CSRs) to provide responsive and personalized service. Building upon and extending Aetna's current assets, this product suite directly integrates in real time with legacy systems and multiple channels, to ultimately include phone, Web, interactive voice response, e-mail and fax. As a result, CSRs can provide 'one-and-done' processing - automatically resolving customers' issues without transferring them, placing them on hold, calling them back or passing the service fulfillment to the back office. Comprehensive scripting, dialog management, and role-based routing make service consistent across departments, and significantly reduce training for new users. "Pegasystems' technology underpins our efforts to improve the quality, affordability and ease of use of our products and services," said Russell D. Fisher, senior vice president, National Accounts and Aetna Global Benefits. "With this solution, Aetna can concentrate on creating better workflows and application functionality to serve its members and providers, and ultimately use its IT investments more efficiently." Aetna plans to phase in the Pegasystems applications this year. Pegasystems will help Aetna create a "model office" that will simulate the real-world conditions the applications will face before they are extended to live customers. "It's an honor to be chosen as a partner by one of the world's most prestigious insurance companies," said Tom Congoran, vice president of Pegasystems' healthcare business. "Aetna's strategic commitment to our PegaHEALTH solutions validates our strong position in the healthcare industry and confirms that business processes like customer service are significantly enhanced by integrated BPM and business rules software." [ Back To TMCnet.com's Homepage ]