List of Pega Call Center CRM Customers
Pegasystems
225 Wyman Street,
Waltham, 02451, MA,
United States
Waltham, 02451, MA,
United States
1 888-734-2669
Professional Services
5443
$1.5B
Since 2010, our global team of researchers has been studying Pega Call Center CRM customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Pega Call Center CRM for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Pega Call Center CRM for Call Center include: Water Plus, a United Kingdom based Utilities organisation with 521 employees and revenues of $908.0 million, AEGON UK, a United Kingdom based Insurance organisation with 2136 employees and revenues of $717.0 million, Health Alliance Plan, a United States based Healthcare organisation with 1100 employees and revenues of $400.0 million and many others.
Contact us if you need a completed and verified list of companies using Pega Call Center CRM, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Pega Call Center CRM customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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AEGON UK | Insurance | 2136 | $717M | United Kingdom | Pegasystems | Pega Call Center CRM | Call Center | 2014 | n/a |
In 2014, AEGON UK implemented Pega Call Center CRM as its Call Center application to centralize agent interaction handling. The Pega Call Center CRM deployment targeted the Collectives Department at the Witham contact centre and was used to support both investor and financial advisor interactions.
The implementation focused on agent-facing case management and structured interaction logging, with agents using the Pega platform alongside Composer for call handling and data entry. Functional capabilities implemented included call intake and logging, case creation and routing, outbound communications via email and postal letter workflows, and recording of liaison activities with advisors and investors. Spreadsheets were retained as an adjunct operational record for call volumes and follow ups within the team.
Operationally the Pega Call Center CRM supported cross-department handoffs and routed cases to other internal teams to resolve customer queries, embedding standardized escalation and workflow steps into the contact centre process. Governance emphasized consistent interaction documentation and defined handoff procedures between the Collectives Department and supporting business functions, aligning the Call Center application with day to day customer service and advisor support workflows.
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Health Alliance Plan | Healthcare | 1100 | $400M | United States | Pegasystems | Pega Call Center CRM | Call Center | 2018 | n/a |
In 2018, Health Alliance Plan implemented Pega Call Center CRM to centralize member-facing contact handling within its Call Center. The Pega Call Center CRM supports customer service operations and acts as the hub for data collection, member identification, and workflow orchestration across care management functions.
The implementation emphasizes data collection, integration, and analysis to ensure accuracy and completeness of member records. Pega Call Center CRM was configured to expose member summaries and transitions of care information to operational teams, and to support typical Call Center capabilities such as interaction routing, case creation, and context-driven member lookup that informs downstream care coordination.
Integrations are explicit and extensive, Pega Call Center CRM consumes claims data from Facets, reference data from Care Connect 360 on the MDHHS website, and clinical records from EPIC at Henry Ford Health. The environment also ingests an ADT feed from MiHIN that sends immediate notification of member admissions and discharges across inpatient hospitals, skilled nursing facilities, and emergency departments; Careport interprets and cleanses the MiHIN feed and supplies an online continuity of care view. Laboratory results delivered via Careport are included in the patient summary and shared with case management and primary care providers. Population stratification and analytics used in routing and prioritization leverage the ACG Tool fed by CareRadius, medical and behavioral claims, pharmacy claims, lab results, health appraisal results, and internal health services programs. Member pharmacy fills are uploaded from the pharmacy claims processor ExpressScripts to CareRadius and are reviewed by case management, pharmacy staff, medical directors, and utilization management.
Operational governance preserves data security and role separation, team members from Case Management, Utilization Management, Quality Management, and Program Development access integrated data via secure read only access. Data integration supports member identification and assists with determining ongoing care needs, including evaluation of multiple integrated sources and predictive modeling to inform appropriate risk stratification and intervention routing. Health Risk Assessments are incorporated for specified populations upon enrollment, and medication review workflows are linked to pharmacy data for targeted outreach and adherence support.
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Water Plus | Utilities | 521 | $908M | United Kingdom | Pegasystems | Pega Call Center CRM | Call Center | 2017 | n/a |
In 2017, Water Plus implemented Pega Call Center CRM to support a joint venture programme consolidating non-household customer and third-party supplier operations between United Utilities and Severn Trent. The initiative focused on contact centre capabilities and the third-party service stream, and included migration of consumer data and supporting systems from the parent companies to the new platform.
The Pega Call Center CRM deployment, classified in the Call Center category, delivered a customer centric contact centre application with configuration captured in Technical Specification Documents, Business Process Documents, and High-Level Design artifacts that included cash management and debt management solution requirements. Development followed agile delivery patterns, with user stories and acceptance criteria authored in Agile Studio, sprint grooming and estimation sessions, and UX-driven proof of concept work to validate interaction flows prior to build.
Integration and operational coverage encompassed weekly requirement cadence with third-party vendors and structured testing for third-party system integration, regression, system integration testing and user acceptance testing. The program operated with Pega business and solution architects alongside on-site and offshore developers during sprint execution, and defined support models and testing plans as part of the go-live readiness activities.
Governance and process control were enforced through approved technical specifications, business process documentation, and a product owner review and refinement cycle for user stories to ensure alignment with contact centre workflows. The implementation was responsible for embedding enhanced business processes for the contact centre team, and the project documentation notes improved customer engagement and reduced average handling time following deployment of Pega Call Center CRM.
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Buyer Intent: Companies Evaluating Pega Call Center CRM
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Pega Call Center CRM Coverage
Pega Call Center CRM is a Call Center solution from Pegasystems.
Companies worldwide use Pega Call Center CRM, from small firms to large enterprises across 21+ industries.
Organizations such as Water Plus, AEGON UK and Health Alliance Plan are recorded users of
Pega Call Center CRM for Call Center.
Companies using Pega Call Center CRM are most concentrated in Utilities, Insurance and Healthcare, with adoption spanning over 21 industries.
Companies using Pega Call Center CRM are most concentrated in United Kingdom and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Pega Call Center CRM across Americas, EMEA, and APAC.
Companies using Pega Call Center CRM range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 66.67%, and global enterprises with 10,000+ employees - 0%.
Customers of Pega Call Center CRM include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Pega Call Center CRM customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.