75% of consumers move to another channel when online customer service fails, and Forrester estimates that unnecessary service costs to online retailers due to channel escalation are $22 million per year on average. (Forrester)
Capgemini have integrated Pega’s Customer Engagement Platform to create a strong partnership between business and IT. This platform enables contextual insight, with 360° views of customer data, processes and buying intentions.
Odigo for Pega: Real-time & Telecom channels Voice, Video, SMS