The Total Economic Impact™ Of Pega Customer Service

Customers expect easy and effective customer service that builds positive emotional connections. Organizations are thus prioritizing improving the delivery of customer service. To do so, firms must make customer service easier (for both customers and employees), more empathetic, and more efficient by improving self-service capabilities and better automating repeatable tasks and processes. Pega provides a customer service solution that helps its customers enhance customer experiences while becoming more efficient. Pega commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying Pega Customer ServiceTM. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of customer service on their organizations.