Case Study: Verizon achieves stronger win rates and faster handling times with Pegasystems

Verizon builds B2B-grade customer engagement platform with Pega’s AI decisioning

Verizon, the large global provider of connectivity and enterprise solutions, faced a complex B2B sales environment where processes varied widely from long account-based marketing cycles to real-time small business transactions. To address this, Verizon partnered with Pegasystems and Pega’s AI decisioning to create one of the first B2B-grade customer engagement engines.

Pegasystems helped Verizon build a single Next Best “X” platform across five lines of business, integrating more than 200 products and offers with guided selling, native user experiences, and real-time marketing insights. The results included a 2x improvement in attach rate for value-added services, a 15% increase in win rate, 41% adoption in customer loyalty programs, and a 10–20% reduction in handling time.

Verizon

Nitin Ahuja

Director, Marketing Technology