Case Study: Verizon achieves seamless omnichannel customer experiences with Pegasystems (Pega)

Verizon transforms its customer experience with AI and automation

Verizon, one of the largest telecom providers in the U.S., needed a way to deliver truly personalized, seamless customer experiences across its 90 million consumer customers. Its existing channel-specific systems made it difficult to standardize journeys, support real-time marketing, and provide consistent experiences across store, phone, chat, and digital channels. Verizon worked with Pegasystems, using Pega for case management and customer decisioning, to address these omni-channel challenges.

Pegasystems helped Verizon implement end-to-end journey orchestration and integrate Pega Customer Decision Hub across channels, enabling customers to pause in one channel and resume in another without starting over. The result was support for 90 omni-channel journeys and 1 billion transactions per month, with more than 30% of transactions using pause-and-resume capability. Verizon also saw improved attach rates, NPS scores, and digital contact deflections, while standardizing its tech stack and building a reusable library of 4,000+ propositions, processes, and practices.

Verizon

Rahul Murali-Venkataraman

Executive Director