The results
51,000+Customers who’ve received an algorithm-approved offer
A large media company needed to revamp its approach to customer retention, as a result of legacy systems and processes. Customer service agents used various systems to obtain necessary data, taking longer than anticipated to review subscription packages and provide recommendations to customers. The company had two primary objectives:
Capgemini and Pega helped the company transform with four innovative solutions:
The media company delivered an efficient and effective customer experience, using automated prompts and reducing the wait time for a new offer.
Customers who’ve received an algorithm-approved offer
Customers who’ve accepted algorithm-approved offers
Average reduction in handling time per call
Reduction in calls handled by 10,000 agents worldwide