PW 2014 Video: Transforming from Legacy Systems Using Pega's Enterprise Solution

BARRY O'TOOLE, DIRECTOR ENTERPRISE PRODUCT, PAYPAL
BILLY RUNYAN, DIRECTOR, GLOBAL OPERATIONS ARCHITECTURE, PAYPAL

PayPal Global Operations provides customer support and fraud protection for the millions of PayPal customers across the globe. The existing support systems were developed in-house and did not have the flexibility to grow with the company and meet the changing requirements and complexity of the business. PayPal commenced on the journey to implement new customer support, fraud protection and case management solution using Pega's technology. PayPal will share an overview of the PayPal-Pega architectural design and how PayPal migrated from legacy systems while managing the complexity of the overall business and challenges associated with deploying a phased end-to-end solution.

In this session you will learn:

  • Why designing end-to-end architecture is required to deploy a new case management system
  • How PayPal manages its complex Global Operations customer support, fraud protection and case management system strategy
  • About the challenges faced across teams and within deployment teams