Virtusa Partners with People’s United Bank to Launch New Customer-Decisioning Hub with Virtusa’s vEngage
April 20 2021 - 9:00AM
Virtusa Corporation, a global provider of digital strategy, digital
engineering, and IT services and solutions today announced that
People’s United Bank is leveraging its vEngage solution built on
Pega Customer Decision Hub™ and Adobe Experience Platform to power
the financial institution’s new customer decisioning hub. People’s
United Bank is using the engine to enhance its ability to
anticipate customers’ financial needs and deliver personalized
services to retail and business customers.
A subsidiary of People's United Financial, Inc. (NASDAQ: PBCT),
People's United Bank is a diversified financial services company
offering commercial and retail banking as well as wealth management
services. With more than $63 billion in assets, the bank is
committed to meeting the ongoing needs of its customers, which
includes anticipating and solving problems. With vEngage, People’s
United Bank can access a 360-degree view of each customer’s digital
journey and how they are interacting with the business. With this
insight, the bank can fully understand each client’s needs and
address them at precisely the right time.
“Whether in one of our branches or online, People’s United Bank
has long understood the importance of being attentive to our
customers across their individual customer journeys,” said James
Roy, Senior Vice President Digital Marketing of People’s United
Bank. “We are excited about our work with Virtusa, which is helping
us expand our client-centric capabilities by designing and
deploying a new customer decisioning engine, powered by
Pegasystems. By deploying modern decisioning capabilities and
automated orchestration that further strengthens our ability to
personalize customers’ digital experiences, we can continue to meet
the unique needs of each customer as they engage with us through
multiple digital channels.”
With digital banking continuing to grow, the ability to
personalize at scale has become a competitive differentiator.
According to a KPMG study, customers consistently rank banks with
great personalization capabilities as best in class. Built on the
Pega Customer Decision Hub™ and Adobe Experience Platform,
Virtusa’s vEngage helps banks modernize their sales and marketing
efforts by providing them with a single source of truth that they
can use to anticipate customer needs and then deliver relevant and
compelling experiences, wherever they interact with the
customer.
“In the age of digital banking, consumers and businesses have
unlimited choices. For many, this decision is being based on the
institution’s ability to personalize their experiences, and adapt
to their needs,” said Sanjay Deshpande, Executive Vice President
and Head of Banking and Financial Services, Americas of Virtusa.
“We are excited to work with partners including Pegasystems and
Adobe to help evolve the bank’s customer commitment as more and
more customers engage with them online for critical financial
guidance.”
With vEngage banks gain an array of new features such as the
opportunity to:
- Achieve a significant uptick in loyalty platform engagement and
redemption rates.
- Create and manage offers, configure and launch campaigns,
segment management and lead creation. With the help of Pega
Customer Decision Hub, they can then determine the most profitable
customers for each pitch campaign or offer based on the likelihood
of a positive response.
- Once a customer profile is matched with a specific offer,
vEngage automates customer outreach through an outbound email
system. Using a predictive analytics engine, teams can then refine
messaging based on the person’s previous responses to offers and
outreach mail.
- Leverage AI for cognitive processing to deliver a better
customer experience with Hyper-personalized, 1-to-1 marketing
campaigns.
- Data-backed recommendations for “Next Best Offer,” “Next Best
Communication,” and “Next Best Action.”
- Expand next-best-action capabilities into new channels (SMS,
mobile app, chatbot), cross-channel, dynamic content for
personalization, integrate with contact center (Salesforce Service
Cloud).
About VirtusaVirtusa Corporation is a global
provider of digital business strategy, digital engineering, and
information technology (IT) services and solutions that help
clients change, disrupt, and unlock new value through innovation
engineering. Virtusa serves Global 2000 companies in the Banking,
Financial Services, Insurance, Healthcare, Communications, Media,
Entertainment, Travel, Manufacturing, and Technology
industries.
Virtusa helps clients grow their business with innovative
products and services that create operational efficiency using
digital labor, future-proof operational and IT platforms, and
rationalization and modernization of IT applications
infrastructure. This is achieved through a unique approach blending
deep contextual expertise, empowered agile teams, and measurably
better engineering to create holistic solutions that drive business
forward at unparalleled velocity enabled by a culture of
cooperative disruption.
Virtusa is a registered trademark of Virtusa
Corporation. All other company and brand names may be
trademarks or service marks of their respective holders.
Doug FraimConversion Marketingdoug@conversionam.com
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