Case Study: Cisco achieves 70% faster resolution speed with Pegasystems

Cisco Increases Resolution Speed By 70%

Cisco, long established as the #1 networking company, set out to become the #1 IT company and faced the challenge of rapidly changing global markets, diverse local regulations, and inflexible legacy systems. To stay relevant and responsive, it needed a scalable, easily modifiable service architecture that could adapt to different consumption patterns, policies and evolving business strategies.

Cisco partnered with Pega to implement a service-oriented platform layering business rules and BPM onto its IT infrastructure, creating an IT enablement platform with a central rules repository and a global service supply chain. The initiative delivered a 70% increase in resolution speed and improvements in productivity, user experience, growth and agility — enabling seamless integration, greater business-user self-sufficiency, and plans for a Center of Excellence and predictive real-time analytics.

Cisco

KC Wu

VP, IT, Cisco Value Chain, Cisco