Cognizant Solutions Overview

Pega BPM Recoveries Solution R1.0 - A Cognizant and Pega BPM Joint Offering

Enhance Customer Relationship Using Orchestrated Recoveries Solution

Overview developed using PRPC 6.2 version with the identified recovery business processes listed in the document. The Industry recognizes 'Recovery' as an effort by the debt recovery department (of a financial institution) or a third Key Features of Our Solution: party agency to recover 'Charged-off' debt owed by the debtor. When an account is Charged-off, the value of The Recoveries solution is a 'process-oriented' strategy uncollected debt are removed from the financial books and management application for directing recovery activities charged against the creditor's reserves. Once the account across multiple touch points. The key features of the has been delinquent for over 180 days, most creditors place solution are: the debt with an external recovery agency and charge-off the debt from its books. The Recovery business processes Better Interaction focuses on charged-off debt with strategies like n Optimized interaction management capabilities contingency, legal and asset sales to maximize recovery n Smart scripting and guided next-step processing rates. n A Web-based, context-sensitive user interface n Provide Best Outcome for each interaction using real Key Challenges time decisioning n delivered at the desktop with current information Major financial service providers are facing the issue of rapid rise in the overall consumer charge-off balances Process Automation and Support (running into billions of dollars). This escalation is straining n “One-and-done” service process automation the effectiveness and capacity of legacy recovery solutions. n Integrated support for telephone, e-mail and Web-based Implementing analytics driven recovery strategies that aim channels for maximizing the recovery dollar value from delinquent & n Analytics-driven offer and arrangement processing charged-off debt and decrease in the commissions paid to n Online payment capture third party vendors n Special circumstance capture and processing n Built on top of Customer Process Manager™ (CPM) to Solution leverage Pega® CRM capabilities n Advanced Analytics leveraging decision management framework Pega and Cognizant partnered in the development of an n Ability to integrate with legacy systems- integrate with innovative Recovery Solution using Web based Business customer information system, payment processor, credit Process Management (BPM) technology. The Recovery bureau, general ledger solution is designed in collaboration with Pega Collections n Ability to provide interface to agents, attorneys and Framework thereby complementing and enhancing the external data providers overall capability. The proposed Recovery solution is

Cognizant Solutions Overview | 2012 Monitoring and Reporting Compliance with Regulatory Changes

n Create visibility into end-to- end business processes that n March 2006 OFCOM (Office of Communications) on are currently dispersed across multiple systems and 'nuisance' calls and locations n FCC (Federal Communications Commission) and State n Value-based service level management Regulations that are updated constantly n Quality performance management n Bankruptcy laws n Real-time analytics and reporting n Credit Counseling n Sarbanes Oxley n Control, Accountability and Policy Enforcement

The below figure depicts a high-level functional overview of the Recoveries framework. Components in-scope of Release-1 are highlighted in Green.

With Pega Recoveries Solution Challenger implementation will result in faster realization of benefits. Improve Agency Management and Operational Improve Customer Experience and Increase in Customer Productivity: Robust Agency management will improve the Value: Customer experience including automated customer overall recovery rates and overall operations. This would interaction, timely statements and letters will result in reduce cost of recovery per customer and improve agent consistent delivery of “best” actions and offers to productivity. Customers. Support recovery for more complex products or solutions: Target Right Customers with Right Strategy: Advanced Specialized recovery strategies for handling special cases Analytics will identify the target customers with high like Bankruptcy, Estates, Fraud and Disputes etc. Prepares probability to recover debt. Modeling and decisioning drive and serves statutory and regulatory reports where the right strategies to these customers to maximize the appropriate. Also, the ease of including Champion / opportunity.

Cognizant Solutions Overview | 2012 About Pegasystems

Pegasystems, the leader in business process management and software for customer centricity, helps organizations enhance customer loyalty, generate new business and improve productivity.

About Cognizant

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses.

Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and approximately 137,700 employees as of December 31, 2011, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top-performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.

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