Kaiser Permanente to Implement BPM for Call Centers

Cambridge, Mass. — Pegasystems Inc., a business process management (BPM) technology provider, reports that Kaiser Permanente, Oakland, Calif., has selected Pegasystems’ Customer Process Manager for Healthcare (CPM-HC) as the new desktop solution for its national call centers. Pegasystems’ solution, which replaces Kaiser’s existing system, is used by health payers to optimize the customer experience, drive higher first call resolution rates and lower call handling times.

Built expressly for healthcare organizations, CPM-HC is a packaged BPM solution that delivers multi-channel, intent-driven customer service to increase productivity, loyalty and growth. CPM-HC provides intelligent inquiry case management, automated work handoffs, seamless data and knowledge integration and CTI functionality. Other features include automated case documentation, special handling alerts, work monitoring, automated escalations, as well as enhanced integration, reporting and analytics. Newer capabilities being used in this implementation include Pegasystems’ Application Profiler and Process Mapping that allow clients to directly capture their implementation objectives and speed deployment. CPM-HC is typically used to service member and provider inquiries for multiple business lines including commercial, Medicare, Medi-Cal, and direct pay.

“We are delighted that Kaiser Permanente has selected Pegasystems to support their contact centers,” says Alan Trefler, CEO, Pegasystems, Cambridge, Mass. “Kaiser Permanente is well respected for its high customer service rankings, and the deployment of BPM technology will allow them to reach even higher standards of excellence for customer care and quality of service.”

Pegasystems has a well-established suite of healthcare solutions aimed at helping organizations achieve significant results in gaining new business, improving customer service and driving operational effectiveness.

Source: Pegasystems Inc.