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Pegasystems Upgrades Customer Process Manager for Insurance Solution

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Pegasystems Upgrades Customer Process Manager for Insurance Solution

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June 09, 2014
By Anshu Shrivastava
TMCnet Contributor

Pegasystems (News - Alert) has announced upgrades to its Customer Process Manager for Insurance (CPMI) solution, claiming that the upgrades will improve the user experience and enhance service delivery.


Pega’s CPMI, built on Pega 7, is touted as an ideal solution that enables insurers to capitalize on newer technologies and communicate via customers' preferred channels. The latest upgrades offer the advantage of consistent user interface across all channels, including mobile and social channels, and also stronger case management capabilities.

For the insurers, the key new features include customer composites, service requests, social interactions and updated search.

Company officials said that there is a redesigned view of each customer due to UI enhancements. This also includes the option to leverage a new thumbnail, a message and alerts gadget, as well as enhanced policy selection control.

The new feature of service requests has made it possible that the new submissions and claims can be initiated in CPMI and completed in Pega Underwriting for Insurance and Pega Claims for Insurance solutions. Thanks to this enhancement, agents can now have a more comprehensive view of both local and remote cases, company officials said.

Moreover, the installation, or addition, of social interactions to the agent portal is expected to provide enhance visibility of relevant customer tweets and Facebook posts. As a tab combines both Twitter (News - Alert) and Facebook posts, it offers agents more intuitive visibility and management of customer social interactions.

Company officials said that searching for a specific customer caller now enables a distinct search by an insured or an agent. The agents get a customized composite, which offers complete information for the selected caller.

“Insurance carriers are finding themselves at a crossroads, as they try to manage the explosion of new technologies and channels of communication used by their customers with antiquated and siloed CRM systems,” noted Chris Blatchly, vice president for Global Insurance Business Line Leader at Pegasystems.

Pega is working to help carriers overcome the impossibilities of trying to achieve their business goals using outdated technologies, he said, adding that Pega's CPMI solution will deliver insurance companies into the “digital age, and enable them to be more interactive and efficient with their customers for greater growth.”

Earlier last month, Pegasystems announced the latest release of its Sales Force Automation solution, Pega SFA. 



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