Outbound Call Center Featured Article

Pegasystems Intros Outbound Call Center Solution for Insurance Industry

May 13, 2008

One way for software companies and service providers to succeed in a competitive market it to find a niche that’s under-served and become an expert in that area. For example, Pegasystems (News - Alert) on Tuesday launched an outbound call center solution designed specifically for businesses in the insurance industry.
 
Pegasystems has worked hard to gain a reputation for offering business process management (BPM) solutions that address industry-specific challenges. In this case, its CPM for Insurance solution is built with scripts, screens, scenarios, processes and rules — all easily modified — that address the needs of insurance firms, which operate in a market where business conditions and regulatory requirements change on a regular basis.
 
Given the dynamic nature of insurance business, Pegasystems’ new solution uses what the company calls “real time decisioning,” prompting service reps with suggested next best steps based on contextual assumptions about the customer’s intent. This approach helps achieve two goals: reduce confusion associated with customer relationship management (CRM) and decrease average call time.
 
Gary Kirkham, director of the insurance industry solutions division at Pegasystems, noted that today’s consumers have lots of choices when it comes to insurance coverage, and not surprisingly tend to pick providers that can meet high expectations for level of service.
 
“As a result, carriers are all experiencing pressure to take costs out of their operations and at the same time provide unprecedented levels of customer service,” Kirkham said. “Our latest offering demonstrates Pegasystems deep understanding of the insurance industry and experience in helping to solve its unique challenges. With it, carriers can simultaneously solve the problems of cost, productivity and service.”
 
Kirkham added that, because the new solution is build on Pegasystems’ Build for Change technology, carriers gain the agility needed to respond to future pressures and opportunities.
 
Pegasystems’ new solution was created using industry best practices for capturing and leveraging insurance-specific business intelligence. The result is that companies can efficiently and speedily process customer requests (using various communications channels — phone, Internet, e-mail), and meet cross-sell and up-sell goals.
 
Among the features built into CPM for Insurance are multi-channel interaction management, call routing based on the skills of reps, and generation of custom reports.
 
Also Tuesday, Pegasystems introduced its new Claims Service Backbone, a solution for managing, tracking and reporting on policyholder requests for payment. This solution is designed for carriers that need to pay such claims while ensuring that internal policies and external regulations are compled with.
 
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Mae Kowalke is senior editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Mae’s articles, please visit her columnist page. She also blogs for TMCnet here.
 

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