According to The Call Center Clinic, Kaiser Permanente, a healthcare company, has adopted Pegasystem Customer Process Manager for Health Care. They’ve adopted this system in order to: optimize customer experience, drive higher first call resolution rates, and lower call handling times. The CPM HC is built specifically for health care organizations and will help Kaiser Permanente by giving them software that includes: multi-channel, intent-driven customer service to increase productivity, loyalty and growth.
Alan Trefler, the CEO of Pegasystems had this to say:
"We are delighted that Kaiser Permanente has selected Pegasystems to support their contact centers. 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."
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