List of Pega Infinity Customers
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Since 2010, our global team of researchers has been studying Pega Infinity 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 Infinity 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 Infinity for Customer Engagement include: T-Mobile _x000D_, a United States based Communications organisation with 70000 employees and revenues of $81.40 billion, Etisalat Services, a United Arab Emirates based Communications organisation with 40000 employees and revenues of $16.12 billion, Blue Cross and Blue Shield of North Carolina, a United States based Insurance organisation with 5000 employees and revenues of $12.00 billion, Vodafone Portugal – Comunicações Pessoais, S.A., a Portugal based Manufacturing organisation with 2500 employees and revenues of $613.0 million and many others.
Contact us if you need a completed and verified list of companies using Pega Infinity, 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 Infinity 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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Blue Cross and Blue Shield of North Carolina | Insurance | 5000 | $12.0B | United States | Pegasystems | Pega Infinity | Customer Engagement | 2018 | n/a |
In 2018, Blue Cross and Blue Shield of North Carolina implemented Pega Infinity for Customer Engagement. The program was driven through the Business Process Solutions and Project Management Office and focused on centralizing customer interaction workflows and business process automation across the insurer's operational footprint.
The Pega Infinity deployment emphasized Customer Engagement capabilities typical of the platform, including case management, business rules and decisioning, robotic process automation, and real time dashboards and automation toolkits. Configuration work concentrated on centralized case orchestration, decisioning engines to standardize routing and service outcomes, and RPA controller functionality to coordinate attended and unattended automation assets.
Operational stewardship was managed within the Business Process Solutions and Project Management Office, establishing governance for automation development, testing and production release cycles. The implementation narrative highlights management and monitoring of robots and dashboards as a continuing focus, with tooling to support bot lifecycle and operational telemetry.
Samantha Bureau-Johnson Vice President, Business Process Solutions & Project Management Office characterized the effort by noting increasing maturity in automation toolkits and expressed anticipation that next generation Pega Infinity capabilities around robot management and dashboards will continue to improve.
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Etisalat Services | Communications | 40000 | $16.1B | United Arab Emirates | Pegasystems | Pega Infinity | Customer Engagement | 2019 | n/a |
In 2019, Etisalat Services deployed Pega Infinity in the United Arab Emirates to centralize customer decisioning for telecom CRM. The Pega Infinity deployment targeted Customer Engagement using Pega Customer Decision Hub and Bundle Negotiator to unify channels and deliver real time, empathetic next best actions and dynamic bundles across agent assisted and digital channels.
Pega Customer Decision Hub provided centralized real time decisioning and offer orchestration, enabling contextual next best action selection and dynamic bundle composition at the point of interaction. Bundle Negotiator handled bundle definition and trade off logic to generate personalized offers that could be surfaced across service and sales touchpoints. Configuration emphasized decision strategies, contact reasoning, and offer lifecycle controls consistent with Customer Engagement platforms.
Operational coverage focused on telecom CRM use cases across customer care and commercial functions in the UAE, unifying agent assisted interactions and digital channels under a single decisioning layer. The implementation integrated decisioning into channel workflows to ensure consistent messaging and offers across touchpoints, while campaign controls and data governance were centralized to support real time personalization. This positioned Pega Infinity as the primary decisioning engine for offer orchestration and customer interaction consistency.
Governance included centralized decision policy management and campaign controls to standardize offer logic and rollout across channels. The Pega Infinity deployment produced measured outcomes reported in the vendor case study, including approximately 3x conversion, approximately 20% incremental revenue, and reductions in churn.
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T-Mobile _x000D_ | Communications | 70000 | $81.4B | United States | Pegasystems | Pega Infinity | Customer Engagement | 2018 | n/a |
In 2018, T-Mobile implemented Pega Infinity in the United States to operationalize Next Best Action within contact centers using Pega Customer Decision Hub. The deployment centralized behavioral and transactional signals and steered agents with personalized, prioritized recommendations during customer interactions.
Pega Infinity was configured to run Pega Customer Decision Hub capabilities for Next Best Action decisioning, recommendation orchestration, and signal aggregation. Functional modules implemented included decisioning for agent-assisted personalization and recommendation presentation embedded into contact center workflows.
Operational scope focused on US contact centers and agent workstreams, with the program engagement starting in 2018 and design work continuing into 2019 as described in vendor materials. Governance emphasized centralized signal management and decision rules to ensure consistent, scalable recommendations across agents.
This Pega Infinity Customer Engagement implementation impacted customer care and retention business functions and enabled personalization at scale. The program reported approximately an 8 point NPS uplift and improved retention according to Pega customer materials.
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Manufacturing | 2500 | $613M | Portugal | Pegasystems | Pega Infinity | Customer Engagement | 2021 | Tcs |
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Buyer Intent: Companies Evaluating Pega Infinity
- Citigroup, a United States based Banking and Financial Services organization with 230000 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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