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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.

Banish churn
Boost loyalty and retention

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.

Sprint: 14% reduction in churn
Increase revenue
Grow revenue through upsell and cross-sell

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."

Simon Esland Group Head of Marketing Technology & Commercial Capabilities, Vodafone
Win new business
Accelerate subscriber growth

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.

Supporting TM Forum Open APIs

Future proof your architecture and decrease time to value with Pega’s open API alignment

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.

How Pega helps you resolveTelco

Data limit almost exceeded.  Roaming activated.

You are about to reach your monthly data limit...               

Customer
To avoid costly calls to your service center (and keeping customers happy), you need to stay one step ahead. That's why Pega's real-time monitoring and pattern detection lets you sense a potential billing issue, then send your customer a proactive notification.It's not mind-reading. It's signals. CTA Text I'm a link Next 

Why is my bill so high? Let me check...             

Customer billing view
If the billing issue is due to new fees and charges, the customer can log in and easily see what's changed, thanks to Pega's customer self-service viewNext 

Customer is 79% likely to call about their bill... 

Offer to waive late fee               

Use Pega's AI-powered propensity modeling to determine when to present the offer that gives your customer resolution he needswithout having to call your service center.See call deflection in actionNext 

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?

Agent's view of changes 
If a customer does pick up the phone, your agents will be ready. Pega provides a detailed view of charges over time, and guides agents with scripts. That way they can focus on the interaction with the customer instead of making calculations.Next 

Thanks so much for waiving my late fee!

Thanks for being a valued customer!        

When your customers' billing issues are resolved quickly, you see results. Think higher customer satisfaction, fewer calls, and lower average handle time (AHT). Find out how Cisco cut AHT in halfNext 
Proactive customer service. Streamlined billing inquiries. Start delivering all of this and more with Pega Customer Service. Learn about the Billing Inquiry Microjourney™Learn more about intelligent guidance
Telco

Activate your account now. It should take about 10 minutes. 

I can do this on my phone? Great!               

Customer
Want to make a great first impression (and avoid calls to your service center)? Use Pega’s self-service guided internet setup to make customers’ experience easy and frictionless. Mobile-first experienceNext 

Ok, how do I get started?

Visual instructions
Step-by step visual instructions help your customer get set up successfully. Troubleshooting tips allow her to easily navigate challenges along the way. Next 
Customer

OK, I'll take a picture of my modem.

Great, we've got your serial number               

Telco
The customer can take photos of her equipment, and Pega’s optical character recognition (OCR) and natural language processing (NLP) work in the background to identify serial numbers and IDs. How this worksNext 
Customer

My internet is working!

Great! We're here if you need anything.               

Telco
It all adds up to seamless self-service, higher customer satisfaction, and fewer calls.Find out how TalkTalk enables customer self-serviceNext 
Proactive customer service. Flawless digital experiences. Start delivering all of this and more with Pega Customer Service. Learn about the Guided Internet Setup Microjourney™Learn more about Pega's NLP capabilities

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.

Fulfill orders
Orchestrate. Automate. Deliver.

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.

Manage network deployment
Build and deploy new networks faster

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.

Handle network maintenance
Automatically resolve network outages and events

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.

Industry insights

eBook

Making CSP success happen

The CSP landscape is changing fast. You need to keep up to stay in the competition.

Get the eBook

eBook

Ready to crush complexity?

Learn how real digital transformation happens at Google, Vodafone, Sprint, and more.

Get the eBook
Proven solutions. Flawless customer experiences.
Pega Customer Decision Hub for Communications

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 Customer Service for Communications

Pega simplifies operations with guided interactions, connected omni-channel experiences, and guided troubleshooting, while giving you complete visibility and control.

Intelligent automation: Digital transformation achieved

Eliminate cost and complexity, increase transparency and speed, and empower business and IT with low-code enterprise app development.

Pega solutions built with CSPs in mind Contact an expert to get more information about our solutions and set up a demo.

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.