Transforming the Communications industry
Explore Pega solutions built with communications service providers in mind.
Personalized customer engagement
Between rising expectations, complex products, and legacy tech, it can be hard for CSPs to maximize customer value while keeping costs down. Enter the centralized, AI-powered Pega Customer Decision Hub™. Built to help you take the right action at every interaction – in real time, on every channel.
Use advanced analytics and event monitoring to predict in real time when a customer is likely to leave. Define a budget based on lifetime value, and employ multiple modes of retention to ensure effectiveness.
Increase average revenue per user (ARPU) by anticipating customer needs using real-time context, so you can make the right offer on the right channel at the right time.
"We have genuine, relevant, one-to-one communications, personalized to the individual – making decisions based on what happened half a second ago."
Net subscriber additions are critical to your success. Build interest in preferred channels, guide prospects to find the right bundle, and delight them with a flawless omni-channel experience.
Google, Vodafone, Sprint, and others are using one-to-one customer engagement and intelligent automation to deliver the kind of experiences their customers deserve. Read their stories and get inspired to bring real change to your business.
Proactive digital customer service
Disconnected customer experiences hurt your NPS and your bottom line. Combine AI with end-to-end automation to deliver proactive, personalized service across channels. And give agents and customers a guided, intuitive experience that delivers the best outcomes for everyone, seamlessly.
Data limit almost exceeded. Roaming activated.
You are about to reach your monthly data limit...
Why is my bill so high? Let me check...
Customer is 79% likely to call about their bill...
Offer to waive late fee
Why is my bill so high?
You have a data roaming charge and a late fee. Would you like me to waive the late fee?
Thanks so much for waiving my late fee!
Thanks for being a valued customer!
Activate your account now. It should take about 10 minutes.
I can do this on my phone? Great!
Ok, how do I get started?
OK, I'll take a picture of my modem.
Great, we've got your serial number
My internet is working!
Great! We're here if you need anything.
Intelligent automation
Need to increase network capacity, efficiently deploy new 5G and fiber networks, or simplify order fulfillment? Use powerful solutions – like robotics, end-to-end automation, and AI – to streamline and digitize complex operations, while keeping margins high and bringing value to customers, fast.
Use intelligent automation and robotics to orchestrate and automate orders. Connect front and back offices, partners, and customers across channels to optimize operations and boost customer satisfaction.
Accelerate fiber connections and mobile coverage during network rollout with intelligent automation. Case management, robotics, and low-code development help you build better and faster at lower cost.
Create end-to-end visibility of complex processes and analyze live data related to rules, costs, and other criteria. Select the most effective delivery methods, equipment, vendors, or contractors to address and resolve problems.
Blog Article
4 challenges CSPs will face in 2020A deluge of products, tangled systems, demanding customers. Oh, and 5G. Here’s how to handle growing complexity.
By facilitating targeted, one-to- one interactions in any channel, you can keep your most valuable customers while minimizing retention costs and maintaining ARPU.
Pega simplifies operations with guided interactions, connected omni-channel experiences, and guided troubleshooting, while giving you complete visibility and control.
Eliminate cost and complexity, increase transparency and speed, and empower business and IT with low-code enterprise app development.
OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.
Pega enables businesses to detect patterns among various customer signals, in order to predict who is likely to call with a billing inquiry.
Customer can see what's changed this month on their dashboard.
Agent can see the reason of bill increasing on the detail page.
OCR technology converts images into text, while Pega's NLP works to understand which text strings are serial numbers and IDs.