Pegasystems Inc. · NASDAQ:PEGA
Pegasystems — PegaWorld iNspire 2023
20 slides from Pegasystems's conference presentation, June 2023
Slide 1: Pega is the Beating Heart of Virgin Media Ireland’s Total Customer Transformation
Confidential Pega is the Beating Heart of Virgin Media Ireland’s Total Customer Transformation 1
Slide 2: 2023 Innovation Award Winner
2023 Innovation Award Winner LIBERTY GLOBAL Van PEGA PegaWorldiNspire JUNE 11-13, 2023 | LAS VEGAS
Slide 3: Introductions
Confidential Introductions TERRY MCCAUL STEWART JAMESON Senior Operations Manager Senior Digital Transformation Manager 3
Slide 4: https://pegadigitalassethub.com/c/0kuhtcgp
Confidential https://pegadigitalassethub.com/c/0kuhtcgp 4
Slide 5: Virgin Media Ireland
Confidential Virgin Media Ireland Employ approx. Founded in 2005 Leading 1300 people across Part of the entertainment cable multiple locations. Liberty Global and broadcast Main offices are in Group business in Ireland Dublin & Limerick 5
Slide 6: Limerick
Confidential Limerick 6
Slide 7: Limerick – Customer Success Center
Confidential Limerick – Customer Success Center 7
Slide 8: Building connections that really matter
Bullding cennecti=ns that’ really matter
Slide 9: The Customer Teams’ 4 key principles
Confidential The Customer Teams’ 4 key principles 9
Slide 10: The vision
Confidential The vision Solve RIGHT CONTACT TO THE RIGHT PLACE Sell Save Virgin Media | Internal 10
Slide 11: From this To this
Confidential From this To this Comet Sales Entry Sales Entry Comet/Connected Clear Choice Partners Clarify Clarify Fixed/Mobile CRM Fixed/Mobile CRM ACC ACC Cassio Case Management/ Case Management Oracle RN Troubleshooting LivePerson CDM Troubleshooting ServAssure C-Spire 11
Slide 12: Product Lifecycle
Confidential Product Lifecycle CDH Retention 8.7 Upgrade XGSPON Pega Chat 8.7 E2E Case Management Knowledge Base Customer 360 View KB Library Payments & Credits CDH NBA Nov 20 Feb 21 Jul 21 Mar 22 Aug 22 Dec 22 Mar 23 Agent Tooling Update Customer Details Appointment Management XGSPON GA Alt Network
Slide 13: Brought to life in the Contact Center
Confidential Brought to life in the Contact Center Activated new Onboarding time operation in 4 weeks reduced by 25% Oct 21 Launch Piloted with New satellite Trained only teams in operation through Single Limerick activated Agent Desktop Reluctance to adapt Virgin Media | Internal 13
Slide 14: Enhancements and Roll Out continues
Confidential Enhancements and Roll Out continues User Friendly 85% Adoption Cross Sell/Up Navigation Sells Increased by 30% New Health Amazing Connections Check & Add Value Program Features Rolled Out 20% Reduction in Expansion of Transfers Ability to easily cross Guided Assist skill teams Flows Dev
Slide 15: Challenges 2023 Ramp Up
Confidential Challenges 2023 Ramp Up Not all lines of Pega Chat Authenticated business in Single journeys Agent Desktop Case Tenured agents Management logging back into rNPS older systems +15% Newly trained agents Customer learning bad habits as Using AI Centric tenure grows through BOTs Optimizatio
Slide 16: What our users are saying
Confidential The main call out is the Much easier to navigate simplicity and ease of use than any of our other systems Karen Campbell (Billing) Shauna Hogan (Billing) Accepting a call and all the Less clicks to check phone usage. What our details populate makes it easier to identify customers BB usa
Slide 17: Future Enhancements
Confidential Future Enhancements Remove Tactical Agent Desktop • New Mobile and Fixed CRM Solutions • Propensity to Churn Model CDH • Collections Enhanced Sales • Contextual Support Conversion and • Lead Generation & Paid Media Support Customer • Smart Home Device Next Level • Mobile Devices Managem
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Slide 19: Questions?
Confidential Questions? 19
Slide 20: Thank you!
Confidential Thank you! 20