メインコンテンツに飛ぶ

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice

Case Study | PDF | 2 ページ数

Retail Bank Accelerates Service and Sales Success

This bank felt it could improve customer service and sales returns of its sales and service center agents with Pega Robotic Automation. They use a mix of legacy applications – Siebel CRM, VB, mainframe, and browser-based. These disparate applications and their complex back-and-forth, screen-switching operations impacted several performance areas. They envisioned efficiency and compliance of systems allowing agents to be trained in basic proficiency quickly and rapidly advancing to “experienced” status creating more sales opportunities.


Business Goals

  • Reduce AHT
  • Increase sales opportunities
  • Reduce error rates
  • Reduce training time for agents

Results

  • AHT dropped from 360 seconds to 120 seconds (reduction of about 66%) for Payment Process
  • Increase up-sell and cross-sell
  • Improved agent compliance
  • Reduced agent training time and agent churn
Retail Bank Accelerates Service and Sales Success

Related Resource

製品

アプリ設計の革命

Pega GenAI Blueprint™のパワーで、ワークフロー設計を迅速に最適化します。ビジョンを入力すれば、その場でワークフローが生成されます。

シェアする Share via X Share via LinkedIn Copying...