List of Pega Customer Engagement Customers
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Since 2010, our global team of researchers has been studying Pega Customer Engagement 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 Customer Engagement for Customer Engagement 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 Customer Engagement for Customer Engagement include: Royal Air Force (RAF), a United Kingdom based Aerospace and Defense organisation with 32000 employees and revenues of $41.00 billion, Scotiabank, a Canada based Banking and Financial Services organisation with 86746 employees and revenues of $24.55 billion, Delta Dental, a United States based Insurance organisation with 5700 employees and revenues of $6.00 billion, VodafoneZiggo, a Netherlands based Communications organisation with 7000 employees and revenues of $1.75 billion, AEGON UK, a United Kingdom based Insurance organisation with 2136 employees and revenues of $717.0 million and many others.
Contact us if you need a completed and verified list of companies using Pega Customer Engagement, 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 Customer Engagement 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 Customer Engagement | Customer Engagement | 2014 | n/a |
In 2014, AEGON UK implemented Pega Customer Engagement to centralize servicing and orchestrate the end to end customer lifecycle. The Pega Customer Engagement deployment targeted Customer Engagement use cases across the contact center and back office, shifting the firm from a product centric stance to a customer centric operating model by focusing on Front Office Transformation, Automation and Process Orchestration.
The implementation delivered a single operational servicing portal and a core work management solution that routed the right piece of work to the right agent at the right time based on work priorities. Functional capabilities implemented included case orchestration across claims and new business flows, automated process routing, worklist management for CSRs, and a context sensitive knowledge management layer to provide agents with step by step guidance during process execution.
Architecturally Pega acted as the integration and orchestration layer between the customer engagement front end and underlying back office systems, enabling end to end lifecycle processes such as kicking off the claims process, handling customer communications, setting up new policies and provisioning digital accounts. Operational coverage centered on the contact center and supporting back office teams in the United Kingdom, with a single CSR dashboard providing consolidated customer context and task visibility.
Governance and process change emphasized standardizing work management and agent workflows, consolidating servicing into one operational portal and reducing back office handoffs through automation and orchestration. Outcomes documented by AEGON include Net Promoter Score improvement from minus 28 to plus 18, first call resolution rising from about 50 percent to 80 percent, reduced failure demand and improved employee engagement, all delivered through the Pega Customer Engagement implementation.
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Delta Dental | Insurance | 5700 | $6.0B | United States | Pegasystems | Pega Customer Engagement | Customer Engagement | 2019 | n/a |
In 2019 Delta Dental implemented Pega Customer Engagement to orchestrate care coordination for high-risk Medicaid members. The implementation used Pega Care Management within the Customer Engagement category to centralize personalized care workflows across dental and medical care.
Configuration focused on care management and case orchestration capabilities, implementing rule-driven care plans, task orchestration, and member-centric worklists to bring care back to care management. The Pega Customer Engagement deployment emphasized personalized outreach logic and automated task routing to replace manual and spreadsheet-based tracking. Functional modules included case management, care plan templates, and workflow automation aligned with enterprise care management patterns.
Operational scope targeted Delta Dental's program for high-risk Medicaid members, aligning dental and medical care coordination and patient relationship workflows. The platform was used by care management teams to manage interventions, surface care gaps, and coordinate follow-up activities across clinical and administrative functions. Integrations with other systems were not specified in the source material.
Governance centered on process standardization and shifting stewardship of care coordination from manual processes to an application-driven program, with business process changes to support ongoing care orchestration. The stated objectives were reducing gaps in care, delivering personalized care, and improving patient relationships and business and health outcomes. The session framed Pega Care Management within Pega Customer Engagement as the instrument to operationalize those objectives rather than presenting quantified results.
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Royal Air Force (RAF) | Aerospace and Defense | 32000 | $41.0B | United Kingdom | Pegasystems | Pega Customer Engagement | Customer Engagement | 2019 | n/a |
In 2019 the Royal Air Force implemented Pega Customer Engagement to deliver a joint Recruiting IT System for the RAF and the Royal Navy, leveraging Pega Customer Service Digital Customer Engagement Edition and a low-code development approach. The program targets a multi-channel, self-service recruiting model intended to modernize candidate experience across both services and to support recruitment operations built on the Customer Engagement category.
The implementation focused on Customer Engagement functional capabilities including multi-channel self-service portals, automated case orchestration, decisioning and workflow automation, and reporting analytics. Pega Customer Service Digital Customer Engagement Edition was configured to instrument candidate journeys and apply intelligent automation, with project stakeholders describing an ambition for an almost 100% automated end-to-end recruitment process to reduce manual intervention.
Operational scope covered joint RN and RAF recruiting functions, supporting 180,000 annual expressions of interest, approximately 60,000 applications and an annual hiring target of up to 8,500 service personnel, while replacing manual processes performed by nearly 600 personnel working across 48 UK Armed Forces Careers Offices. The platform was designed so RN and RAF recruiters can carry out future application changes using low-code tools, enabling updates to be implemented in hours or days.
SiXworks was appointed as the implementation partner and provided Programme Management Office responsibilities for application delivery, while RAF and RN recruiting teams maintained hands-on involvement in design and rollout. Stated outcomes from the deployment include significantly reduced recruitment cycles, increased process insights via reporting analytics to drive candidate proactivity and recruiting agility, and an expected increase in candidate persistence and diversity within the Royal Air Force.
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Banking and Financial Services | 86746 | $24.5B | Canada | Pegasystems | Pega Customer Engagement | Customer Engagement | 2016 | n/a |
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Communications | 7000 | $1.8B | Netherlands | Pegasystems | Pega Customer Engagement | Customer Engagement | 2018 | n/a |
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Buyer Intent: Companies Evaluating Pega Customer Engagement
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