Case Study: Leading U.S. Telecom Provider achieves $18M annual savings and 9-second AHT reduction with Pegasystems' Pega Robotic Automation

Telecom Customer Care Center Saves 18 Million

A national U.S. wireless voice, messaging and data provider with more than 30,000 employees needed to reduce average handle time (AHT), streamline CSR tasks, and realize cost savings. Its customer care environment was a mix of legacy Windows, Web and Citrix‑streamed applications (including PowerBuilder) with no APIs, forcing CSRs to toggle between screens, manually copy/paste data, and follow inconsistent compliance processes—creating inefficiency and training burdens.

Pega Robotic Automation integrated the disparate desktop and server applications without modifying source code and was rolled out from 1,500 to ~14,000 desktops in four months, adding a toolbar, automatic check‑lists, copy‑forward features and prompts. The implementation cut AHT by 9 seconds per call, delivered immediate ROI, minimized retraining, generated $2M in value and totaled $18M in annual cost avoidance while improving compliance and CSR efficiency.