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Pega Customer Decision Hub helps American telco giant save $1 million a month
Virtusa determined that the Pega Customer Decision Hub, which leveraged adaptive modeling, was a great fit to help the client provide a better customer experience.
Features of the solution implementation include:
Adaptive, self-learning models (AI) that combined insights/intelligence and business prioritization policies in real-time for each interaction at an individual customer level
Prioritizing future customer intent through customer interaction history – meaning that live feedback from the customer is continuously updating and teaching the adaptive AI what the next best action is at any given moment
A consistent, cohesive customer experience that is maintained across multiple channels; each touchpoint is informed and guided by the last, no-matter where the last interaction was with the customer
Learn more about our Pega capabilities
With the Pega Customer Decision Hub, Virtusa helped the client achieved shorter call times, higher call deflection, better up-sell/cross sell, and an overall better customer experience.