To address system fragmentation, Virtusa implemented a centralized customer support application built on the Pega CSHC framework. The solution standardized customer service workflows and provided advocates with a unified interface. By reducing the need to switch between multiple applications, it enabled faster access to customer information.

Virtusa also integrated Pega Computer Telephony Integration (CTI) to enable efficient call answering, routing, and call transfers directly within the application. It leveraged modern REST APIs, managed through Azure API Management (APIM), to retrieve real-time membership, enrollment, and provider information. This improved data accessibility, application performance, and overall usability. In addition, the solution utilized Pega's out-of-the-box (OOTB) reporting capabilities to support the organization's basic reporting and operational monitoring requirements.

Pega Cloud provided a secure, scalable, and highly available hosting platform for the application. The platform enabled faster deployments, simplified infrastructure management, and improved reliability. Additional integrations with Genesis IVR, Alfresco, Datadog, and BIX Reporting supported the application's broader operational requirements.

To accelerate delivery, Virtusa adopted an agile implementation approach using Pega Direct Capture of Objectives (DCO), enabling solution design and development to progress in parallel with business requirement workshops. The engagement began with a comprehensive discovery phase focused on gathering and validating business requirements, establishing a clear understanding of business processes and customer needs before implementation.

Continuous collaboration between business stakeholders and the development team enabled faster feedback cycles and more accurate solution design. The iterative delivery approach also enabled early validation of features. This reduced development effort and ensured the solution aligned with evolving business requirements.

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