List of Pega Customer Engagement Customers
Pegasystems
One Main Street,
Cambridge, 2142, MA,
United States
Cambridge, 2142, MA,
United States
1 617-374 9600
Professional Services
5598
$1.7B
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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Scotiabank | Banking and Financial Services | 86746 | $24.5B | Canada | Pegasystems | Pega Customer Engagement | Customer Engagement | 2016 | n/a |
In 2016 Scotiabank implemented Pega Customer Engagement as a targeted Customer Engagement capability. The initiative was positioned within the Global Retail Banking Technology organization and framed by senior leadership as part of a broader digital strategy that keeps customer needs front and center when planning major change initiatives.
The Pega Customer Engagement deployment emphasized category-aligned functional modules, including case management, customer journey orchestration, real-time decisioning and personalization, and omnichannel interaction handling. Configuration work focused on centralized orchestration of journeys and rules-based decisioning to standardize responses and enable consistent personalized experiences across customer touchpoints.
Operational coverage aligned the solution with customer-facing retail banking functions and the Global Retail Banking Technology organization, linking experience design principles directly to implementation priorities. Governance elements highlighted in Scotiabank materials stressed customer-centric planning, cross-functional collaboration between technology and business stakeholders, and iterative rollouts to embed personalized customer experiences into ongoing digital initiatives.
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VodafoneZiggo | Communications | 7000 | $1.8B | Netherlands | Pegasystems | Pega Customer Engagement | Customer Engagement | 2018 | n/a |
In 2018, VodafoneZiggo implemented Pega Customer Engagement to create an orchestration layer capable of deciding whom to contact, what to send, when to send it, and which channel to use. VodafoneZiggo Pega Customer Engagement Customer Engagement supports a shift from segment-based campaigns to one to one, real-time decisioning driven by adaptive AI and machine learning.
The implementation centered on Pega Customer Engagement modules for adaptive AI, real-time next-best-action decisioning, and agent guidance, configured to arbitrate between service, sales, marketing, and brand loyalty messages. Automation logic was designed to evaluate customer context and prioritize messages in real time, enabling the platform to propose relevant offers and actions directly within agent workflows.
Deployment began in the call center where Pega Customer Engagement was integrated into contact center workflows to present next-best-actions to agents, with planned rollouts to other inbound channels including the web, retail stores, and the mobile app, and to outbound channels including telesales, SMS, email, and paid media. The solution therefore spans service and sales operations and is positioned to unify cross-channel engagement orchestration.
Governance shifted from siloed campaign ownership to centralized orchestration, with business rules and AI arbitration balancing competing commercial and service objectives at the moment of interaction. Outcomes reported by VodafoneZiggo include a 45% offer acceptance rate, a 25 point increase in agent NPS, and no additional handle time required when agents suggest next-best-actions.
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Pega Customer Engagement Coverage
Pega Customer Engagement is a Customer Engagement solution from Pegasystems.
Companies worldwide use Pega Customer Engagement, from small firms to large enterprises across 21+ industries.
Organizations such as Royal Air Force (RAF), Scotiabank, Delta Dental, VodafoneZiggo and AEGON UK are recorded users of
Pega Customer Engagement for Customer Engagement.
Companies using Pega Customer Engagement are most concentrated in Aerospace and Defense, Banking and Financial Services and Insurance, with adoption spanning over 21 industries.
Companies using Pega Customer Engagement are most concentrated in United Kingdom, Canada and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Pega Customer Engagement across Americas, EMEA, and APAC.
Companies using Pega Customer Engagement range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 60%, and global enterprises with 10,000+ employees - 40%.
Customers of Pega Customer Engagement 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 Customer Engagement customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Engagement.