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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,” said Alan Trefler, Pegasystems CEO. “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. Pegasystems’ healthcare solutions are widely-used by major healthcare organizations including three of the top five U.S. health plans and more than 50 percent of the Blues network, representing over 100 million covered lives.