Business & home security systems provider

The client is a European-based company offering alarm and safety systems. Works in 15+ countries of Europe and South America. Having approximately 4 million customers globally, it offers smart systems able to be controlled from any remote place in the world.

The client upsell process in the contact center needed an enhancement. It was not convenient to use by clients due to the long decision-making process and odd offers not applicable to the customer. The client needed a fully automated client contact center to enhance CSR work and help them reach the goals faster.

The PegaRobotics solution was chosen to complement CSR’s work.

Now, as the project is finished, contact center work is performed in two steps. When a customer calls the contact center, the best-action decision strategies determine which upsell offer would be the most appropriate and present it to the Customer Service Representative. If the customer is interested in the offer, the CSR transfers the call to a sales specialist.

The second step, NBAA (Next Best Action Pega adapter) presents the same offers so that the sales specialist can complete the selling process by either activating the service associated to the offer. Or arranging an onsite visit by a client’s technician to properly quote the installation of new security devices.

The simulation capability available in Pega 8.4 is leveraged to enable the client to run various simulation scenarios. This led to the following results:

• The project goal to complement the existing CSR was delivered into production in 65 days
• Offers are displayed to the CSRs* and sales specialists in the contact center application
• Responses from NBAA are stored and made available to internal company’s analytical environments
• Upsell Strategies are using traditional business rules and adaptive models to provide the most relevant real-time upsell offers and treatments
• Simulation scenarios, such as the Decision Funnel and Action Distribution, are run to demonstrate the output of strategies and to identify opportunities to optimize strategies.