Case Study: Radial achieves 30-second call handle times and improved first-contact resolution with Pegasystems' Pega Robotics & Workforce Intelligence

Radial Optimizes Its Contact Centers with Pega Robotics and Workforce Intelligence

Radial, a leading international BPO serving hundreds of retailers and brands, operates up to 9,000 customer service representatives across six contact centers. To maintain competitive service levels, Radial needed to automate repetitive data entry across dozens of applications at each customer interaction and gain visibility into how agents were spending their time to ensure SLAs were met.

By implementing Pega Robotics and Workforce Intelligence, Radial eliminated the need for agents to navigate 30 disparate applications and automated processes that previously took 2.5–3 minutes down to 30 seconds or less. WFI provided real-time workforce visibility for just‑in‑time coaching, reducing average call handle time to 30 seconds, improving first-contact resolution by up to six percentage points, and streamlining reship processes.

Radial

Robin Gomez

Director - Data & Analytics