Case Study

PegaWorld 2018: How Dell EMC uses Pega Decisioning to Power Transformation at Work (Video)

Dell EMC has embarked on a transformation of their industry-leading customer service organization, and at the heart of that transformation has been Pega Decisoning. Learn how Dell EMC rapidly deployed Pega on top of a maze of legacy technology, moving from a model of agents manually “pulling” work to the automated routing of work to the most qualified resource. The team will share insights around hurdles unique to this method of applying Pega technology, how the team evolved in order to meet those challenges, and the key factors for success when attempting to drive this type of change.


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