List of Pega Customer Service 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 Service 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 Service for Customer Support 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 Service for Customer Support include: New York Life, a United States based Insurance organisation with 13000 employees and revenues of $50.00 billion, Sainsbury’s, a United Kingdom based Retail organisation with 145000 employees and revenues of $43.61 billion, Royal Air Force (RAF), a United Kingdom based Aerospace and Defense organisation with 32000 employees and revenues of $41.00 billion, U.S. Bank, a United States based Banking and Financial Services organisation with 70000 employees and revenues of $27.34 billion, HM Revenue & Customs, a United Kingdom based Government organisation with 67500 employees and revenues of $9.46 billion and many others.
Contact us if you need a completed and verified list of companies using Pega Customer Service, 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 Service 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 Service | Customer Support | 2014 | n/a |
In 2014, AEGON UK deployed Pega Customer Service to centralize operational servicing and orchestrate customer lifecycle processes. AEGON UK implemented Pega Customer Service in the Customer Support domain to support customer operations and contact center servicing, using the platform as the glue between front-end customer engagement and back-office systems.
The implementation concentrated on a core work management solution to route the right piece of work to the right agent at the right time based on work priority, and on Pega knowledge management to provide context sensitive help for agents. The project delivered a single operational servicing portal and a unified CSR dashboard where contact center representatives could view comprehensive customer context and execute end-to-end processes.
Pega Customer Service was configured to orchestrate the entire customer journey, kicking off claims processes, handling customer communications, provisioning new policies, and setting up digital accounts. The deployment connected frontline servicing workflows to back-office fulfillment processes, reducing back-office handoffs and failure demand while consolidating customer data in one operational layer.
Governance emphasized work prioritization and automated process orchestration to change servicing workflows and agent decisioning. Outcomes reported in the program included Net Promoter Score movement from minus 28 to plus 18 between 2012 and 2015, and first call resolution improving from roughly 50 percent to 80 percent after the Pega Customer Service implementation, alongside documented reductions in manual processing and improved employee engagement.
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Athora Netherlands | Insurance | 850 | $674M | Netherlands | Pegasystems | Pega Customer Service | Customer Support | 2018 | n/a |
In 2018, Athora Netherlands implemented Pega Customer Service in its Customer Support environment with Pegasystems to address highly complex application and process architecture across the insurer. The company was operating more than 250 business applications, 2,400 individual service operations, and over 500 products in a single business unit, creating friction in end to end customer and employee journeys. Athora initiated a program to rationalize internal systems and shift toward customer centric operations.
The deployment combined Pega Customer Service with Pega Customer Decision Hub to unify CRM and BPM capabilities on a single platform, enabling case management, interaction routing, and real time decisioning. The implementation separated channel from the work to be done so each customer receives personalized and consistent service across channels and every step of every journey. Pega intelligent automation and multiexperience development capabilities were applied to orchestrate and optimize end to end workflows for individual processes.
Integrations focused on aligning front office and back office applications so interaction handling and downstream fulfillment were seamlessly connected, centralizing agent workflows and reducing context switching. Operational coverage targeted customer service and supporting operational units to consolidate agent tooling and standardize process orchestration within the Customer Support function. The project unified CRM data, process orchestration, and decisioning to create a single agent desktop experience.
Governance and process restructuring accompanied the rollout under Athora's Customer Obsessed initiative, with system rationalization and workflow standardization to enforce consistent interaction and fulfillment patterns. Reported outcomes included a 92% reduction in applications, consolidation from 13 Agent Desktop applications to 1, an 80% reduction in Average Handle Time AHT, and a 38% improvement in straight through processing for new service requests. The implementation positions Pega Customer Service as the single platform that bridged CRM and BPM domains for Athora Netherlands.
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Excellus BlueCross BlueShield | Insurance | 4000 | $6.6B | United States | Pegasystems | Pega Customer Service | Customer Support | 2025 | n/a |
In 2025 Excellus BlueCross BlueShield implemented Pega Customer Service, a Customer Support application, to centralize contact center operations and provide advocates a single pane of glass. The rollout made Pega Customer Service the primary interface for medical product servicing with pharmacy and dental lines scheduled for onboarding in subsequent releases.
The implementation delivered core case management, benefits lookup and streamlined authorization workflows, a verbal authorization capture feature, and foundational automation and real time AI capabilities. Pega Customer Service was configured to support next best action orchestration, call summarization and planned GenAI Voice and Knowledge Buddy enhancements, with the Pega API layer used as the integration backbone to surface a 360 view of member interactions.
Architecturally the team integrated Pega with an enterprise API layer and a broad set of backend endpoints, building close to 100 integrations during the program and using asynchronous API processing to preserve advocate responsiveness. The contact center was on the Genesis cloud and the program implemented dual sync between Pega and the claims adjudication system facets so actions written from either interface stayed synchronized, a design that included custom screen pop work to unify voice and chat interactions. Cognizant and Pegasystems engineering were active in the technical delivery and troubleshooting of integration touch points.
Governance and rollout followed a 15 week discovery, an MVP approach and a phased release plan that kept the program on schedule and budget over an 18 month deployment window. A formalized UAT discipline brought advocates into test planning early, producing zero known production defects at first release, and change management used town halls, demos and advocate testers to accelerate adoption while reducing new hire training by approximately four days.
Explicit outcomes called out by Excellus include improved average handle time, measurable quality gains and higher advocate engagement after go live, while the roadmap emphasizes additional lines of business, expanded AI driven automation and planned upgrades to enable out of the box integrations such as direct Genesis webhooks and enhanced Voice AI features with Pega Customer Service.
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Health Alliance Plan | Healthcare | 1100 | $400M | United States | Pegasystems | Pega Customer Service | Customer Support | 2018 | n/a |
In 2018 Health Alliance Plan implemented Pega Customer Service on the Pegasystems platform to support Customer Support functions across its Customer Service and Sales business units. The deployment was delivered as part of a broader Pega Systems Platform suite that included Pega Customer Service, Sales Automation, and Product Composer, and the environment supported more than 600 users within an organization of approximately 1,100 employees.
The implementation concentrated on configuring Pega Customer Service for case management and sales orchestration, and extending platform capabilities for product configuration and pricing workflows via Product Composer. Teams executed a multi year application development program to create, price, and operationalize sales workflows for Health Alliance Plan products, leveraging rules based processing and configurable service flows typical of the Customer Support category.
Operational governance was centralized under a thirty person application development and support team that managed SDLC practices and transitioned development from waterfall to agile methodology. The program provided ongoing application development and support coverage for Customer Service and Sales business units across the enterprise user base, and informed broader application strategy for next generation health care payer capabilities.
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HM Revenue & Customs | Government | 67500 | $9.5B | United Kingdom | Pegasystems | Pega Customer Service | Customer Support | 2019 | n/a |
In 2019, HM Revenue & Customs implemented Pega Customer Service for Customer Support to centralize case handling and standardize frontline service workflows. The deployment was scoped to HMRC customer-facing service operations and contact centre functions, using Pega Customer Service as the primary application supporting case intake, routing, and resolution across service teams.
Pega Customer Service was configured to leverage core customer support capabilities, including enterprise case management, knowledge management, contextual interaction history, configurable business rules and decisioning, SLA enforcement, and automated task orchestration. The implementation emphasized low-code configuration and rule-driven process automation to accelerate updates to service logic and to support evolving business policies.
Operational coverage focused on HMRC service desks and contact centre agents, with the platform providing a unified case view and interaction orchestration across telephone and digital contact channels. The implementation aligned the application with customer support operational terminology, enabling standard service workflows, queue-based routing, and supervisor escalation controls for frontline and back-office collaboration.
Governance and delivery were led by the Head of Pega Platform Delivery and Innovation, who established platform delivery ownership, staged rollout governance, and an innovation remit to iterate on Pega Customer Service configurations. Governance workstreams included controlled rule change processes, release orchestration, and business stakeholder signoff to ensure alignment between system behavior and HMRC service policies.
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Insurance | 386 | $858M | United Kingdom | Pegasystems | Pega Customer Service | Customer Support | 2019 | Cognizant |
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Insurance | 13000 | $50.0B | United States | Pegasystems | Pega Customer Service | Customer Support | 2025 | n/a |
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Aerospace and Defense | 32000 | $41.0B | United Kingdom | Pegasystems | Pega Customer Service | Customer Support | 2019 | n/a |
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Retail | 145000 | $43.6B | United Kingdom | Pegasystems | Pega Customer Service | Customer Support | 2021 | n/a |
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Government | 2500 | $400M | United Kingdom | Pegasystems | Pega Customer Service | Customer Support | 2021 | n/a |
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Buyer Intent: Companies Evaluating Pega Customer Service
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Pega Customer Service. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Pega Customer Service for Customer Support include:
- Lowey, Dannenber, Cohen & Hart, a United States based Professional Services organization with 33 Employees
- Booking.com, a Netherlands based Professional Services company with 6500 Employees
- Agricola Moderna, a Italy based Consumer Packaged Goods organization with 30 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
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Lowey, Dannenber, Cohen & Hart | Professional Services | 33 | $5M | United States | 2026-02-25 |
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Booking.com | Professional Services | 6500 | $2.1B | Netherlands | 2025-03-27 |
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Agricola Moderna | Consumer Packaged Goods | 30 | $3M | Italy | 2025-03-27 |
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Professional Services | 1200 | $280M | France | 2024-10-08 |
FAQ - APPS RUN THE WORLD Pega Customer Service Coverage
Pega Customer Service is a Customer Support solution from Pegasystems.
Companies worldwide use Pega Customer Service, from small firms to large enterprises across 21+ industries.
Organizations such as New York Life, Sainsbury’s, Royal Air Force (RAF), U.S. Bank and HM Revenue & Customs are recorded users of
Pega Customer Service for Customer Support.
Companies using Pega Customer Service are most concentrated in Insurance, Retail and Aerospace and Defense, with adoption spanning over 21 industries.
Companies using Pega Customer Service are most concentrated in United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Pega Customer Service across Americas, EMEA, and APAC.
Companies using Pega Customer Service range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 16.67%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 50%.
Customers of Pega Customer Service 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 Service customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Support.