Susan Taylor , Vice President of Core Administration at Pega , tells us about working with Virtusa and delivering solutions for the pandemic .
Pega has been “ helping people crush business complexity and get work done ” for over three decades , whether to ensure a wire transfer goes to the right person or handling a complex claim . Susan Taylor , Vice President of Core Administration , explains : “ Through our real time insights , our one-toone consumer engagement capabilities , and our leading customer service applications , we can bring back office transactions to front office engagements with consumers , and really surpass -their expectations .”
The company has a long-standing partnership with Virtusa . “ Our partner Virtusa is able to take our technology , and combined with their industry insights , truly deliver for the needs of our healthcare clients every day - whether it ’ s our compliance solutions , claims processing , or even managing the customer experience in direct interactions ” Taylor says . “ Together Pega and Virtusa are able to deliver a lot more value in an accelerated way every day , and it ’ s really exciting to see what we ’ ve been able to do .”
A key part of the business is providing automation , which helps people in operations to complete repetitive tasks and access the right information for their members and patients in real time . “ When a consumer calls into a call center , wouldn ’ t it be nice to know what your last interaction was with them ?” Taylor says “ Were they satisfied with that phone call ? Or , or maybe the interaction wasn ’ t on the phone , maybe it was a claim . Being able to pull all that disparate information together to deliver a solid , one-to-one personalised consumer experience is what we ’ re all about , and it ’ s what automation is all about ” she says .
Throughout the COVID-19 pandemic , Pega and Virtusa have provided solutions to help employers understand the new virus and its impact on their employee populations . In a very short span of time Pega developed and took to market an application for employers to track the health status of their workforce , whether through direct disease or exposure .
“ It ’ s been a great partnership ” Taylor adds . “ We ’ ve done some great things together to help organisations sustain the health and happiness of their employees and customers through these very challenging times .”
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