Case Study: Etisalat achieves a 20% increase in incremental revenue with Pegasystems

Etisalat Revolutionizing the customer experience with AI and empathy

Etisalat, the largest telecommunications provider in the GCC, struggled with disconnected systems and siloed customer data that made it hard to respond to customers in the moment and offer the right products or bundles. In partnership with Pegasystems, Etisalat used Pega Customer Decision Hub and Pega Bundle Negotiator to centralize decisioning and personalize offers across channels.

Pegasystems helped Etisalat orchestrate next-best actions with predictive and adaptive AI, consolidate multiple systems, and enable agents to create tailored bundles on the fly. The results included a 3X increase in conversion, 20% more incremental revenue, 15% lower churn, 20% higher renewals, and 105% better predictive accuracy, along with a 20% increase in incremental value over the last year.

Etisalat

Esra Taylor

Senior Director of SMB Marketing in Analytics