Case Study: Elisa achieves seamless omni-channel engagement and massive conversion gains with Pegasystems (Pega)

Elisa Bridges Omni-Channel Gaps

Elisa, Finland’s wireless market leader, had used Pega since 2009 to power next-best actions on its web channel but faced a major challenge: inbound and outbound marketing systems were managed separately, creating siloed customer insight and a disjointed experience across channels.

Elisa implemented an omni-channel approach using Pega’s predictive analytics and self-learning models to build a real-time interaction database that orchestrates personalized actions across e-mail, SMS, telesales, web, call center, and retail. The integration sharply increased engagement and conversions: 20× more offers presented, 150× growth in banner click-throughs, 600% higher e-mail click-throughs, and a 500% rise in telesales conversion.

Elisa

Suyash Mittal

TCS Solution Architect