Forrester Total Economic Impact™ (TEI) of Pega Customer Service
"After implementing Pega Customer Service, the interviewees’ organizations gained a streamlined platform that improved workflows, customer experience, and employee productivity. Pega’s workflow automation and AI enabled faster, more accurate responses, boosting first-call resolution (FCR) rates, reducing average handle times (AHT), and increasing both customer and employee satisfaction.” – Forrester TEI study
217% Return on Investment - significant financial gains from improved efficiency
40% boost in operational performance - faster processes and reduced complexity
50% lower attrition among service reps - happier teams delivering better service
Payback in just 7 months - rapid time-to-value
In Q4 2025, Pegasystems commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) Study to examine the potential return enterprises realize from Pega Customer Service. This study compiles the results achieved by a composite organization representative of Pega clients interviewed for the study.
What does this mean for you?
According to Forrester's Total Economic Impact™ (TEI) study, companies realized measurable business benefits, including:
Read the full study to learn how Pega Customer Service drove efficiency, cut costs, and elevated customer experiences.
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