Case Study: Cisco achieves 80% service cost savings and world-class digitized customer service with Pegasystems

Cisco delivers dynamic digital customer engagement

Cisco, which supports the fastest data networks for the world’s largest companies, needed to deliver predictable, world‑class customer service where downtime has huge consequences. To meet customer expectations of accuracy and consistency 100% of the time, Cisco partnered with Pega to digitize its global service chain and enable real‑time “sense and respond” capabilities using intelligent routing and automation.

Using Pega’s intent‑driven UI and end‑to‑end process automation, Cisco eliminated 4 million hours of customer wait time, removed human touch on 93% of non‑value work, and cut service costs by 80%. Intelligent routing assures inquiries reach the right agent 100% of the time, cutting average handle time from 45 to 20 minutes, queue wait from 3.4 hours to under 5 minutes, resolution time from 72 to 6 hours, improving dispute management by 12% and boosting team productivity by 25%.

Cisco

Steve Power

Senior Director, Order Management Services