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Case Study

Virgin Media Ireland unlocks seamless customer experiences

  • Replaced seven disparate systems with one unified agent desktop
  • Reduced transfer rates by 20%
  • Increased customer cross-sell/upsell by 30%

“We're all about digital first. Pega is all about digital first… This is our platform to be able to simplify the whole servicing of a customer world.”

The Business Issue

Virgin Media Ireland is the largest digital cable provider in the country, serving more than one million customers. The company is on a mission to transform the telecommunications landscape with its groundbreaking strategy of building tomorrow's connections today.

But multiple challenges stood in the way. The company's IT landscape involved multiple systems, forcing agents to navigate through several applications to complete one customer interaction. This inefficiency led to distractions – affecting the quality of customer conversations and agent satisfaction. Furthermore, the absence of a single, integrated agent desktop hindered staff ability to cross-skill, resulting in unnecessary customer transfers. The lack of a comprehensive view of the customer journey across different communication channels limited the company's ability to optimize customer interactions.

The company recognized the need to simplify its IT landscape, integrate multiple systems into a unified agent desktop, and provide a consistent and efficient customer journey.

The Solution

Virgin Media Ireland chose Pega Customer Service™ to transform its customer and agent experience. Using Pega, the company created a single agent desktop that combined its multiple systems into one unified platform. By doing so, Virgin Media Ireland can now provide agents with a consistent and efficient interface, enabling them to focus entirely on meaningful customer conversations rather than toggling between screens.

The company also launched Web Messaging, turbocharged by a virtual agent, and plans to add social media channels as well. Agents now have a complete view of the customer journey, which allows teams to reduce transfer rates, manage multiple inquiries at once, and improve cross-sell opportunities.

On top of this, Virgin Media Ireland is using Pega’s AI-powered decisioning to boost customer lifetime value (CLV) by generating real-time recommendations for sales, retention, and nurturing a truly personalized experience.

The Results

  • 15% increase in Net Promoter Score
  • 20% reduction in transfer rates
  • 30% increase in cross-sell and upsell
  • 7 systems replaced with one unified agent desktop
  • Reduced onboarding time
  • Higher first call resolution

By centralizing operations and leveraging Pega, Virgin Media Ireland transformed its customer and agent experience. The company achieved higher customer satisfaction, improved agent efficiency, and laid the groundwork for future enhancements.

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Industry: Communications Service Providers Product Area: Customer Service Solution Area: Customer Service
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