Pega Discover: One-to-one Customer Engagement Online Summit: Built for Change: Adapting Quickly to a Rapidly-Changing World
The pandemic has turned businesses upside down. Customer service has never been so important, yet today's reality means that call centers are understaffed, wait times are long, and churn is way up.
Capgemini partly addressed these hurdles with a leading media client by providing it with the ability to switch over to pre-built offers on the fly. This meant accelerating integrations with the client's IVR system to allow thousands of customers to receive and accept retention offers while on the phone, freeing the limited number of call-center agents to address the highest-priority issues. The success of this approach has given the client new ways to use Pega Customer Decision Hub™ to implement next-best-action programs and drive success in the near future!
PegaWorld iNspire | May 4, 2021
We’re bringing you the most iNnovative tools, ideas, and success stories to get you up to speed – all in a convenient virtual format.
We’ve brought together customer engagement and digital process automation in one unified portfolio, powered by our visionary no-code platform.