PegaWORLD 2015: Prevention Is Better Than Cure: How Telstra Transformed Customer Service Without Open Heart Surgery (Presentation)

Telstra, the leading CSP in Australia, delivered a huge positive swing in NPS by using Pega to manage customer service episodes from end-to-end. They worked with the business and service agents to design and build the system, delivering startling results after just 90 days. Now business, IT and service leaders can drive continuous process and customer satisfaction improvement and increased productivity, all without having to re-engineer existing systems.


  • Frank Ferguson, Senior Business Architect, Telstra