Infosys, a global leader in consulting, outsourcing and technology, has been awarded the Pegasystems “Excellence in Solution Development” award for a best-in-class insurance customer service delivery platform that dramatically improved call center productivity at a Fortune 500 life insurer by more than 80 percent.
The Infosys insurance practice jointly developed the solution with Pegasystems, a leader in business process management and software for customer centricity. By consolidating multiple data screens into a single dashboard, the customer service delivery platform allows call center professionals at the Fortune 500 life insurer to reduce wait times from 24 minutes to four minutes. Infosys achieved the results in less than 11 weeks after launch by leveraging Pegasystems’ Customer Process Manager for Insurance solution.
“Infosys is an innovator in smart uses of technology in the insurance industry, and is, along with our other alliance partners, a critical part of Pega’s global team,” said John Barone, vice president of global strategic alliances at Pegasystems.“We congratulate Infosys for its highly strategic approach in configuring Pegatechnologies that result in transformative solutions.”
The Infosys insurance practice has deep domain expertise in life and annuities, disability, long term care, property and casualty, investments, and other areas, as well as specialties in financial services as a whole. Infosys helps clients transform into the “next generation insurance carrier” through its innovative products, platforms and services that streamline policy administration, improve distribution, and facilitate data-driven underwriting.
“This award is a direct reflection of our strong insurance and technology credentials, as well as our ability to effectively implement Pegasystems solutions,” said Yezdi Mehta, vice president and head of the Americas insurance practiceat Infosys. “It is a testament to our ability to help build tomorrow’s enterprise in the insurance industry, achieved with improving customer experience and transforming core business functions."