A global financial and investment firm found it increasingly difficult to deliver consistent service across its expanding customer base. With over five million customers engaging through branches, online portals, and chatbots, each channel functioned in isolation, creating data silos and slower response times. To restore cohesion and speed, the firm turned to the Pega Customer Service Framework to bring its operations together under one unified system.

EvonSys helped implement the Pega Customer Service Framework to unify customer interactions across all channels. The solution uses intent-driven workflows to automatically categorize requests, reduce handling time, and improve accuracy. Through API integrations with legacy mainframe systems, it enables real-time data synchronization so that both employees and customers can access accurate, up-to-date information.
A global financial and investment firm found it increasingly difficult to deliver consistent service across its expanding customer base. With over five million customers engaging through branches, online portals, and chatbots, each channel functioned in isolation, creating data silos and slower response times. To restore cohesion and speed, the firm turned to the Pega Customer Service Framework to bring its operations together under one unified system.