Forrester Total Economic Impact™ (TEI) of Pega Customer Service
"After implementing Pega Customer Service, the interviewees’ organizations gained a streamlined platform that improved workflows, customer experience, and employee productivity. Pega’s workflow automation and AI enabled faster, more accurate responses, boosting first-call resolution (FCR) rates, reducing average handle times (AHT), and increasing both customer and employee satisfaction.” – Forrester TEI study
217% Return on Investment - significant financial gains from improved efficiency
40% boost in operational performance - faster processes and reduced complexity
50% lower attrition among service reps - happier teams delivering better service
Payback in just 7 months - rapid time-to-value
In Q4 2025, Pegasystems commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) Study to examine the potential return enterprises realize from Pega Customer Service. This study compiles the results achieved by a composite organization representative of Pega clients interviewed for the study.
What does this mean for you?
According to Forrester's Total Economic Impact™ (TEI) study, companies realized measurable business benefits, including:
Read the full study to learn how Pega Customer Service drove efficiency, cut costs, and elevated customer experiences.
Gestalten Sie Ihre Prozesse neu und verwandeln Sie jeden Workflow spielend einfach in eine einsatzbereite Anwendung.
Visualisieren Sie die Customer Journey und Engagement-Strategien für alle Touchpoints und setzen Sie diese effizient um.