324 Pegasystems Testimonials

“We focused on the quality of the conversation and less about the speed. It so happened that we also increased the speed of the entire end-to-end journey.”

"We’re able to customize the response by channel and really give our advisors flexibility."

"So the power of Pega and Netsett is that for intra-group transactional processes, we can take millions of transactions and auto-match them together. This is a process that can take many weeks or even months within brokers and carriers, and we do that within seconds."

"Utilizing the Pega solutions–both robotics as well as workforce intelligence–enables our agents to focus on what’s important. Process that took us two and a half to three minutes previously, was automated to 30 seconds and below."

"We’re creating an environment where we know our customers individually, and we want to use what we know about our customers to really understand what’s important to them – so that we can be there in the moments that matter."

"We turned to Pega for a solution that really allowed us to focus in on the customer facing aspects of our application."

"Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal."

"There are so many areas within state government where we can come in and say, 'You see that manual process? In 40 hours we're going to change that process for you.' And that gets them so excited, because everybody has the frustration of doing the two-, the three-, the four-year project."

"Our new Sales Application Center (SAC) solution has enabled us to simplify the account opening process and grow new accounts online by more than 400%."

"We've seen a 40% reduction in our early life complaints, 15% reduction in early life calls, which is fantastic. We just reported our lowest ever churn, which is a real testament to how this is really starting to land and improve our customer experience."

"Any call — anytime, anywhere. If you can get the customer experience right, everything else will fall into place."

"We had systems based on silos dedicated to services, not to customers. With Pega we are able to reduce contract lifecycle and build a dynamic platform that adapts to the changes of the customer."

"We've got to get the basics right but the 'wows' are things like going from 70 or 80 days to provide a service for a B2B transaction and getting it down to 8 or 9 days."

"Now we can see everything at any point in time, in real-time and our customer advocacy has improved by 180%."

"Pega is allowing us to become more customer-centric, whether it’s providing better self-service to our customers externally or providing the means to our internal users to provide better customer service."