Press Releases

Published: December 3, 2021

Virtusa and Pega Deliver New Customer Engagement Capabilities to Excellus BlueCross BlueShield

Enables Health Insurers to Deliver Real-Time, Personalized Offers that Increase Member Engagement and Loyalty 

SOUTHBOROUGH, Mass.– (December 6, 2021) – Virtusa Corporation, a global provider of digital strategy, digital engineering, and IT services and solutions that help clients change and disrupt markets through innovation engineering, today announced that Excellus BlueCross BlueShield  implemented Pega Customer Decision HubTM  to deliver personalized health plan campaigns and offers to nearly 1.5 million members when and where they need them most.

Excellus BlueCross BlueShield is part of the family of companies that finance and deliver health-care services across upstate New York. Excellus BCBS is using the Pega Customer Decision Hub, with AI-powered real-time intelligence, to target customers based on contextual insights, instead of sifting manually through mounds of data. Through this data-driven approach, marketing, service, and sales teams can gather data from key customer touchpoints and proactively deliver targeted experiences to members at precisely the right time and on their preferred channel. The business impact of this has been a 30% improvement in engagement with prospective members.

“Our mission is to help our communities live healthier by connecting each person with health services aligned to their unique needs. This personalization is critical, but it requires the ability to access and act on integrated data sources quickly,” said Nick Kompare, SVP and CMO, Excellus BCBS. “Virtusa and Pega immediately provided contextual insights and intelligence the team can act on. Now our teams have the information and context they need to personalize customer engagements; this leads to better customer experience, improved satisfaction, loyalty and retention.”

“We have a long and successful history of working with Virtusa to help businesses meet the transformational demands of customers. Together, we’re helping Excellus BCBS simplify customer interactions and drive customer outcomes,” said Kelli Bravo, vice president and global industry market lead, healthcare and life sciences, Pegasystems. “By turning every interaction into a proactive and personalized one, Excellus can dynamically and in real time recommend the most relevant offer or action to put each member’s needs at the center of every interaction on their channel of choice.”

“Consumer expectations for relevant engagements throughout their daily interactions has expanded from retail and banking and into the healthcare insurance realm,” said Anthony Lange, SVP – Healthcare and Life Sciences of Virtusa. “Thanks to this strong partnership with Pega, we are helping a growing number of businesses such as Excellus BCBS move into this new era of personalization and achieve true 1:1 member engagement. We're excited to help Excellus BCBS not only deliver on its mission to provide each customer with services that cater to their unique needs, but also to continue our work to expand these capabilities in the future."

Leveraging Pega Customer Decision Hub, Excellus BCBS makes it easy for users to collect data from every interaction as it’s taking place. It helps combine the member’s complete integration history from various data sources while ensuring quality by cleaning and de-duplicating prospect data from multiple feeds. Once uploaded, Excellus BCBS marketing teams gain full access to the next best action recommendations with specific criteria and rules to execute personalized marketing campaigns in real time to the customer’s preferred channel.


About Virtusa

Virtusa Corporation is a global provider of digital engineering and technology services and solutions for Forbes Global 2000 companies in the financial services, healthcare, communications, media, entertainment, travel, manufacturing, and technology industries worldwide. At Virtusa, digital engineering is at the heart of everything we do. We are 30,000 builders, makers, and doers that partner with customers to reimagine enterprises and creatively build solutions to the most pressing business challenges that move them to the forefront of their industries.

Virtusa's unique Engineering First approach means never presenting an idea we can't execute. With deep industry expertise and empowered agile teams made up of world-class talent, we think about execution early in the process, because the earlier you think about execution the earlier an idea can have an impact. Solving from the inside out enables businesses to respond swiftly to changing needs with improved quality, lower costs, and lasting results.

Virtusa is a registered trademark of Virtusa Corporation. All other company and brand names may be trademarks or service marks of their respective holders.

Media Contact:

Matt Flannery
(203) 856-2006

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