Story
Pega
VizioVizio Brings Repetitive Desktop Work onto Pega
Vizio, a consumer discretionary organization in the United States, uses Pega Customer Service from Pega to support back-office automation for operations analysts.
Vizio folded Pega Customer Service into back-office automation so operations analysts share one view of repetitive desktop work.
“Consumer Discretionary work at Vizio spans more than one site, even when headquarters sits in the United States.”
“Operations analysts asked for a shared way to run back-office automation without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Back-office automation stays visible to adjacent teams through Pega Customer Service |
| Capability | Operations analysts work from the same Pega Customer Service record for repetitive desktop work |
| Capability | Repetitive desktop work can be reviewed without waiting on a personal export |
Story
Consumer Discretionary work at Vizio spans more than one site, even when headquarters sits in the United States. Repetitive desktop work was splitting across regional habits. Operations analysts asked for a shared way to run back-office automation without freezing local judgment.
Pega (Pega Customer Service) is what they standardized on. Pega offers a low-code platform for customer decisioning, case management, and workflow used in banking, insurance, and public sector. Vizio uses it as the system of record for repetitive desktop work, with operations analysts as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
