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Pegasystems Enhances Its Customer Service for Healthcare Application
Upgrades include integrations between customer service and care management to provide single view of all customer interactions.
Posted Jun 4, 2015
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Pegasystemshas enhanced the Pega Customer Service for Healthcare application, including a new Clinical Interaction Manager that integrates customer service and care management to give health organizations a 360-degree view of all customer interactions.

Integrated with Pega's Care Management application, Pega Customer Service for Healthcare connects front-line service agents and back-office care management staff, arming call center agents with data across administrative, health, and care management interactions.

The introduction of Clinical Integration Manager to the Pega Customer Service for Healthcare application helps organizations improve customer service by offering the following:

  • An omnichannel, 360 degree customer view: A single view of clinical, wellness, health, and service interaction data, across all channels, enables personalized prompts to facilitate enrollment in wellness and other care programs, provides updated administrative information needed for care coordination, and improves customer engagement in care decision. This enables healthcare organizations to provide a single, unified brand to customers, and care coordinators to seamlessly move between service and care discussions based on the needs of the individual.
  • An integrated user experience: Pega's intent-led customer service application allows both front-line customer service agents and back-office clinical staff to seamlessly connect and process information.
  • Specialization: The application allows users to create and manage specialized programs that personalize the patient/customer experience. Using business rules and enterprise information, users can create and deliver the most effective, personalized treatment plans for any consumer/patient situation. Actionable analytics help organizations respond to the needs of their customers as well as improve engagement and health outcomes.
  • A platform that keeps up with the pace of change in healthcare: Out-of-the-box capabilities are built to adapt to changing clinical, market, and regulatory requirements so healthcare organizations can evolve as quickly as their patients demand and as regulations change.

Pega Customer Service for Healthcare is built on the Pega 7 platform, which can be deployed in the cloud or on premises.

Pega's latest visual tools enable businesses to extend and change the application to meet their strategic business needs without coding.

"By integrating unified, omnichannel visibility into both clinical and administrative service interactions, the Pega Clinical Interaction Manager transforms the traditional, siloed approach to health, clinical, and care management inquiries," said Susan Taylor, vice president and global healthcare business line leader at Pegasystems, in a statement. "An integrated approach to customer service and care management eliminates internal complexities, improves customer experience, and more quickly delivers personalized and relevant services for consumers."


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