Eventus Receives Pega Partner Award for Excellence in Digital Transformation
Customer experience specialists receive recognition for partnering with Pega to deliver strong business outcomes
May 27, 2020, Denver, CO – Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, today announced it is being honored by Pegasystems Inc., the software company empowering digital transformation at the world’s leading enterprises, following its successful implementation of Pega Customer Service™ for a major North American retailer.
Eventus worked with Pega to replace the retailer’s existing customer service system with a solution that integrated all aspects of customer care in less than three months across North and South America. This resulted in a reduction of Average Handle Time (AHT) and email incidents by 25%, and the allowed the warehouse support team to integrate into the organization’s enterprise case management system.
“We’re very proud of our implementation of Pega’s solutions,” said Craig Tobin, Managing Director, Eventus. “Our client operates both physical and digital retail businesses and strives to deliver consistently outstanding customer experiences while optimizing their operational investments. The transformation we completed led to faster and more accurate engagements, while also reducing costs. This large-scale project was completed in 140 days, including planning, implementation, training, and support, and is a testament to the teamwork Eventus and Pega have become known for.”
Eventus has worked with Pega for five years, consistently planning, implementing, and supporting large scale customer experience modernization initiatives built upon Pega’s customer service software solutions.
“I’d like to congratulate Eventus on its very well-deserved award,” said Ken Nicolson, vice president, global alliances, Pegasystems. “Their team brought great expertise to a large enterprise challenge, and I’m delighted that we were able to work together to rapidly support its client in transforming to a process that will allow it to more effectively serve customers and achieve better business outcomes.”
About Eventus Solutions Group
Eventus delivers Experience Design, Managed Solutions, and Enabling Innovations with engagement models that Amplify CX Outcomes. Eventus has influenced over 1 billion customer interactions, reduced over $100mm in Client costs, all while improving customer loyalty. Eventus provides industry expertise, a partner ecosystem, and proven methodologies that enable their Clients to exceed goals, minimize risk, and drive CX success. For more information, visit us at eventusg.com, or follow us on LinkedIn.
It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from.
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.