Blue Cross & Blue Shield of Rhode Island Selects Pegasystems to Improve Its Customer Service.Business Editors/Health/Medical Writers CAMBRIDGE, Mass.--(BUSINESS WIRE)--March 25, 2003 BCBSRI BCBSRI Blue Cross and Blue Shield of Rhode Island to Deploy Pegasystems' 'Simply Smart' Business Process Management Software to Improve Service Quality and Personalize Customer Interactions Pegasystems Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : PEGA PEGA Programs in Extra-Galactic Astronomy PEGA Poly(Ethylene Glycol)-Polyacrylamide Copolymer (used in chromatography) ), the only provider of smart, rules-based business process management (BPM) software, today announced that Blue Cross & Blue Shield Blue Shield A US not-for-profit health care insurer that is a reimbursement intermediary for physicians. Cf Blue Cross. of Rhode Island Rhode Island, island, United States Rhode Island, island, 15 mi (24 km) long and 5 mi (8 km) wide, S R.I., at the entrance to Narragansett Bay. It is the largest island in the state, with steep cliffs and excellent beaches. (BCBSRI) has selected its PegaHEALTH Member Services application to bring a higher level of customer service to its 650,000 members. PegaHEALTH solutions address operational areas from claims automation to customer service, and are installed across 20% of the Blue Cross Blue Shield network, as well as at many other innovative healthcare and insurance organizations. Today, they help to improve customer service for nearly 40 million healthcare provider members around the world. PegaHEALTH Member Services is a key component of the PegaHEALTH Service Manager suite of products, which enable healthcare payers to create integrated service centers - eliminating existing silos of data and information and helping to deliver consistent, high-quality service to both members and providers across the enterprise. PegaHEALTH Member Services automates common contact center service functions, from resolving claim inquiries to ordering ID cards and enrollment forms. It can help improve the speed of transactions while providing both consistency and a comprehensive view of all member contact experiences. "Pegasystems was our hands-down choice, given its strong record of providing simple-to-use, yet powerful applications," said David Zink, Blue Cross & Blue Shield of Rhode Island's CIO CIO: see American Federation of Labor and Congress of Industrial Organizations. (Chief Information Officer) The executive officer in charge of information processing in an organization. . "Pegasystems will allow us to equip our customer service representatives with the data they need to deliver personalized and responsive service, while also automating specific processes and driving new value from our back-end systems. Pegasystems is providing us with a rock-solid platform for distinguished customer service. " "Effective contact center strategies don't just tally the number of calls handled, but instead seek a balance between controlling costs and supporting high-quality service," said Lauri Ingram, senior program director, META Group. "In addition to extending service operations and integrating a view to the Web, health payers should track how many first-time calls result in resolution. Measures such as these can help thwart problems that often manifest as customer complaints in the contact center." PegaHEALTH Member Services intelligently guides customer service representatives (CSRs) through business processes to drive work to completion - providing data when and where it is needed. Customer data is retrieved from all pertinent legacy systems and multiple customer contact channels, including phone, Web, interactive voice response, e-mail and fax, and then consolidated and displayed on a unified desktop. Management oversight is extended across customer service activities through comprehensive work management and reporting capabilities. PegaHEALTH Member Services is also designed to deliver a rich set of HIPAA-specific functionality that is pre-configured to support today's HIPAA (Health Insurance Portability & Accountability Act of 1996, Public Law 104-191) Also known as the "Kennedy-Kassebaum Act," this U.S. law protects employees' health insurance coverage when they change or lose their jobs (Title I) and provides standards for patient health, mandates, and flexible enough to incorporate future changes as new regulations are released. By using pre-configured healthcare best-practice rules, data models and interfaces, Pegasystems helps speed time to market with effective customer service and support. Pegasystems anticipates completing the customer contact center deployment at BCBSRI within six months. "The PegaHEALTH products are designed to improve organizational performance Organizational performance comprises the actual output or results of an organization as measured against its intended outputs (or goals and objectives). Specialists in many fields are concerned with organizational performance including strategic planners, operations, and help achieve measurable return on investment by closing the gaps created by disconnected systems and providing organizations like Blue Cross & Blue Shield of Rhode Island with BPM solutions that provide long-term viability and success," said Tom Congoran, vice president of Pegasystems' healthcare business. "Blue Cross is bringing its customer service to the next level with a solution that extends across the enterprise." About Blue Cross & Blue Shield of Rhode Island Blue Cross & Blue Shield of Rhode Island has been the state's leading health insurer for 64 years and now covers more than 650,000 customers. Blue Cross & Blue Shield of Rhode Island is an independent licensee of the Blue Cross & Blue Shield Association. About Pegasystems Pegasystems (NASDAQ: PEGA) develops smart, mission-critical business process management (BPM) software for large businesses who need to respond quickly to changing customer, market and competitive conditions. Its patented rules engine technology automates both the business decisions and the processes that drive them, with the goal of allowing business users to change processes simply and easily. Founded in 1983, the company today has scores of ROI-rich installations at blue-chip clients around the world, particularly in the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , healthcare, insurance and government markets. Customers include AOL (A division of Time Warner, Inc., New York, NY, www.aol.com) The world's largest online information service with access to the Internet, e-mail, chat rooms and a variety of databases and services. Time Warner, Bank of America
Bank of America (NYSE: BAC TYO: 8648 ) is the largest commercial bank in the United States in terms of deposits, and the largest company of its kind in the world. , Barclaycard, Blue Cross & Blue Shield of Massachusetts and Georgia, Citibank, EDS/The Inland Revenue Inland Revenue Noun (in Britain and New Zealand) a government department that collects major direct taxes, such as income tax Noun 1. , HealthNow of New York New York, state, United States New York, Middle Atlantic state of the United States. It is bordered by Vermont, Massachusetts, Connecticut, and the Atlantic Ocean (E), New Jersey and Pennsylvania (S), Lakes Erie and Ontario and the Canadian province of , JP Morgan Chase, Sears Canada Sears Canada Inc. TSX: SCC (more commonly referred to as "Sears") is a retailer, headquartered in Toronto, Ontario, that operates in all provinces and territories across Canada with a network of 188 corporate stores, 180 dealer stores, 67 home improvement showrooms, 112 Sears and UBS UBS Union Bank of Switzerland UBS United Bible Societies UBS United Blood Services UBS United Buying Service UBS Used Bookstore UBS University Business Services UBS Universal Building Society (UK) UBS Ulaanbaatar Broadcasting System , among many others. Headquartered in Cambridge, Mass., Pegasystems has regional offices in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , Europe and the Pacific Rim Pacific Rim, term used to describe the nations bordering the Pacific Ocean and the island countries situated in it. In the post–World War II era, the Pacific Rim has become an increasingly important and interconnected economic region. . For more information about the company, visit: www.pega.com. Forward-Looking Statements Certain statements contained in this press release may be construed as "forward-looking statements" as defined in the Private Securities Litigation Reform Act The Private Securities Litigation Reform Act of 1995 (PSLRA) implemented several significant substantive changes affecting certain cases brought under the federal securities laws, including changes related to pleading, discovery, liability, class representation and awards fees and of 1995. The words "believe," "expect," "hope," "anticipate," "plan" and similar expressions identify forward-looking statements, which speak only as of the date the statement was made. The company does not undertake and specifically disclaims any obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. These statements are based on current expectations and assumptions and involve various risks and uncertainties, which could cause the Company's actual results to differ from those expressed in such forward-looking statements. These risks and uncertainties include impact of pending regulatory proceedings, difficulty in predicting the completion of product implementations and consequently the timing of revenue recognition, the inability to attract and retain key employees, reliance on key third-party relationships, management of the Company's growth, and other risks and uncertainties. Further information regarding these and other factors which could cause the Company's actual results to differ materially from any forward-looking statements contained in this press release is contained in the Company's Quarterly Report on Form 10K for the year ended December 31, 2002 on file with the Securities and Exchange Commission. Investors are cautioned not to place undue reliance on such forward-looking statements and there are no assurances that the matters contained in such statements will be achieved. NOTE: Pegasystems is a registered trademark of Pegasystems Inc. Other product and company names may be trademarks of their respective owners. |
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