Anthem Creates Next-Generation Service Desktop With Pega Customer Service
Pega Technology is the real heartbeat of Solution Central. It’s the asset that we’re leveraging, given the expertise of their healthcare framework, the power of the work flow, the ability to integrate with multiple systems, and building on the success of Pega Technology has helped us accelerate Solution Central to deliver that great customer experience.
With Pega Customer Service, Anthem created Solution Central. The desktop service guides back-office associates through processes, making it easier for them to offer a better, frictionless experience to Anthem’s customers. Customer service representatives are given the right content, instructions, and links at the right time, reducing the dependency on training and experience. Solution Central intelligently centralizes and organizes data so that each customer service call is contextual and exceptional.