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Case Study

Transforming Consumer Service Moves

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This CSP is a tier 1 incumbent telecommunications and information services company and leads their market. They offer a full range of communications services and compete in all telecommunications markets. In their home market they have 16 million mobile customers, 7.5 million fixed voice customers and 3 million fixed broadband consumer customers. They employ close to 32,000 people and their services are offered through 362 branded retail stores, 90 Business Centers, 127 business and enterprise partners and are distributed by over 15,000 retail points of presence.

The initial phase was deployed in 90 days, with a follow-on phase 90 days later that incorporated deeper integration with legacy systems. Now, their dedicated moves team is only using the the Pega-based systems and it is in use at two large work centers and they are extending to two other centers to cover more consumer moves cases, including online cases.


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