PegaWorld 2017: How New York Life Delivers Exceptional Customer Experience (Presentation)

Working with Pega, New York Life has not only realized cost savings, but has been able to outsource select call center functions, maximizing business efficiency and effectiveness. The Pega solution has decreased required CSR training time and eventually streamlined over two dozen different applications to a handful, improving access and consistency. The result? NYL has improved customer experience with higher first call resolution, made their call center agents more productive, and realized a reduction in repeat calls. Attend this session to hear about the rapid implementation and the real business and customer benefits NYL has achieved with Pega and the CPMi platform.