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A Forrester Study

Forrester study demonstrates 298% ROI with Pega Customer Service™

Pegasystems commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize by implementing Pega Customer Service.

The Total Economic Impact™ Of Pega Customer Service

PDF | 24 pages | 30 mins read

Customers demand seamless and efficient service that is easy to access and frictionless. That’s why customer service providers need to be prepared to provide connected and effective service, no matter which channel a customer uses to engage.

To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed six customers with up to five years of experience using Pega Customer Service.

The risk-adjusted results include:

  • ROI of 298% and net present value of $35.4M over three years
  • $28.4M in value of customer retention
  • Payback period of less than six months

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