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Case Study

Telco implements Pega solution for omnichannel experience

A digital services and communication solutions provider based in Belgium embarked on a customer service modernization program. The goal: offer omnichannel service across brands, products, services, and channels.

Infosys implemented a unified agent desktop application and a Customer Decision Hub (CDH) solution based on the Pega platform. We enhanced the omnichannel experience by integrating retail, postal mail, chat, online (IVR), contact center, and web channels at the telco.

Key Challenges

  • Legacy customer service application
  • Sub-par contact center productivity
  • Missed opportunities for upsell and cross sell opportunities and reducing customer churn

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The Solution

AI-powered interactions personalize the customer journey, improve agent productivity, and grow revenue

The Pega customer service solution implementation optimized 70+ B2C and B2B processes using the Pega dynamic case management feature. We combined guided workflows with contextual knowledge to deliver unified customer experience. Our customer service application automated workflow, which reduced data silos as well as overheads. A cross-channel view of customers improved first call resolution and average call handling time at the contact center. Process standardization improved visibility into inbound and outbound customer interactions.

The Infosys Pega CDH solution replaced batch campaigns and a reactive customer retention approach with real-time, automated, intelligent, customer-oriented actions. We enriched customer interaction data with a feedback loop, using Kafka topics and queues. It enabled the telco to accelerate time-to-market for new products and services, while maximizing cross-sell and up-sell strategies. In addition, it enhanced the relevance and accuracy of customer recommendations, including tariff plans. The solution provided consistent Next Best Actions (NBAs) / Next Best Offers (NBOs) across channels. It resulted in a consistent omni-channel customer experience and better responsiveness, thereby reducing the customer churn rate at the telco.

Digital transformation enhances quality of consumer service

  • Improved Average Handling Time (AHT) and FTR (First Time Right)
  • Ensured personalized and contextual customer offers
  • Increased accuracy of offers by more than 50%
  • Improved offer conversion rate from 2% to 3.5%

Benefits

Improved and optimized processes to help the customer service agent experience with better AHT (average handling time) and FTR (first time right)

Increased revenue from digital and physical channels

Improved customer retention rate