PegaWORLD 2015: Rightsizing Your Customer Investments: Driving Customer Retention and Increasing Profitability at Oi (Presentation)

Oi is the largest telecommunications company in Brazil and South America, both in terms of subscribers and revenues. Oi delivered significant improvements in customer retention and Average Revenue Per User (ARPU) while reducing retention costs using Pega’s contextual Marketing application. Pega’s "build for change" application allowed Oi to standardize call handling, enabling them to maintain control across a diverse call center environment while rapidly adjusting processes in response to real-time marketing data.


  • Ricardo de Melo Santos, Marketing Senior Manager, Oi
  • Wallace Silva, Managing Director, Comms, Accenture