Case Study: a leading British multinational telecommunications company drives cross-selling and customer service with Bounteous and Pega

Driving Business Agility with Insight-Ready Data for Cross/Up Selling

A leading British multinational telecommunications company faced the challenge of not having a single source of truth for its customer data, which prevented its agents from effectively servicing customers and identifying cross-selling opportunities. To address this, the company partnered with Bounteous, which leveraged its consulting and engineering capabilities to implement a Pega solution.

Bounteous integrated the Pega platform to consolidate customer data from various sources, creating an insights dashboard for agents and providing product recommendations based on customer assets and feedback. The implementation of Natural Language Processing (NLP) helped analyze business data to suggest the "Next Best Action." As a result, Bounteous empowered the client's agents with reliable data and deeper analytics, enabling them to proactively provide relevant recommendations and proceed with customer orders.