Capgemini & Pega: Seamlessly connecting clients with their customers across channels, in real-time

Pega Systems is a leader in software for customer engagement and operational excellence. It is the recognized leader in business process management and is also ranked as a leader in customer relationship management software by leading industry analysts.

Capgemini and Pega Systems have been working together for over ten years to significantly transform the customer service and operations domain of our client’s IT landscape to drive unique business value both their end customers and their company. Together we drive excellence in sales, marketing, service and operations.

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Proven accelerators and solutions offerings

Capgemini and Pega Systems have been partnering in the pursuit of delivering market leading solutions to solve the business issues for our joint clients across the key industry sectors of Financial Services covering Banking, Insurance, Capital Markets and Healthcare over ten years. The long standing partnership has evolved with the changing times to address the Case Management, complex BPM, and increasingly CRM solutions scope like Marketing and Sales Automation. Today, our relationship has matured to address additional sectors including Manufacturing, Life Sciences, Hi-Tech, Telco among others – and we can boast over 4,500 BPM professionals.

Capgemini offers a full Suite of BPM services across Pega delivery:

  • Advisory Services
  • Business Process Design
  • PRPC Implementation
  • Process Optimization
  • BPM Governance

Our host of Pega industry solutions demonstrate our strength in domain and technology:

Merchant On-boarding offers a swift mechanism for acquirer banks to on-board merchants. Features include: tracking merchants, stores, and terminals; establishing merchant hierarchy information, such as corporate, regional, or associate; multi-channel payment processing; search functionality, based on merchant ID, date, creator, etc.

Commercial Lending Solution systematically integrates credit policy into the origination process ensuring improved transparency and compliance through a standardized, managed process and an integrated audit trail.

Customer Insight in Action collects social data and applies adaptive decision models to auto route cases to respective team(s). It calculates and approves retention budgets, uses a next-best action approach to select right channels, uses historical data to identify and recommend the most effective customer retention strategy, and identifies and recommends the most suitable up-sell and cross-sell offers.

Detect to Resolve prevents operational downtime and the risk of ensuing costs by using automated predictive maintenance analytic sit identifies the data points that indicate when an industrial machine is about to break down.

Customer Partner Digitization transforms ineffective and mismanaged channel partner programs. By automating the channel partner sales processes it provides intelligent digitization and a better customer experience.

Analytics & Social Media Connect engages your customers through social media and provides the best offers at regular intervals based on their spending pattern using our Analytics & Social Media Connect solution.

Connected Banking helps our clients tailor unique offers that increase customer satisfaction and revenue, while improving overall employee effectiveness with customers.

Appeals & Grievances in Healthcare uses an industry-leading business process management platform to increase customer satisfaction and reduce operating costs; it can improve SLA compliance and boost quality scores (such as CMS Star ratings) with process controls and transparency.

Next Best Action Marketing and Customer Service integration in Healthcare provides a personalized and differentiating customer service to drive retention and loyalty. Powered by Pega’s Customer Decision Hub / Next Best Action Marketing, our solution enables healthcare organizations to tailor each customer interaction based on specific background and persona data.

Digicare engages patients in their own healthcare journey to better observe their treatment and care pathway. The patient centric solution supports the whole journey, be it for a general practitioner, patient or healthcare platform owner.

FATCA solution facilitates compliance with the U.S. Foreign Account Tax Compliance Act. To create a unique, end-to-end solution for FATCA compliance, Capgemini has partnered with DLA Piper, a premier global business law firm, and Pega Systems to help financial institutions address the business, legal, and IT requirements for FATCA.

Citizen Services Solution: Today’s public citizens and businesses expect a retail-grade, multi-channel experience that’s as efficient as the innovative private sector services they’ve become used to. Citizen Services Solutions addresses this by seamlessly interfacing with existing applications and providing government organizations with a complete view of their constituents and suggested next-best-action.

Hear from our client Swedbank

Swedbank, one of the Nordics’ leading banks, is driving excellence in customer experience across its products and services. Hear how Capgemini helps Swedbank implement Pega Systems technology to provide their client with Digital Customer Experience.

Awards and Recognition

Capgemini have a Platinum Level Partnership with Pega and are a consistent winner of PEGA Partner Innovation and Delivery Awards.

  • 2017: Partner Excellence in Driving Growth
  • 2017: Cisco-Capgemini-Pega iBPM team wins Stevie Awards for IT Team of the Year
  • 2016: Partner Excellence in Driving Growth
  • 2015: Sales and Business Development Partner of the Year
  • 2014: Partner of the year award
  • 2013: Best Claims Transformation Solution
  • 2012: Customer centricity award for a CPM implementation
  • 2012: Pega Insurance Solution Innovator Award
  • 2012: PegaCloud Innovator Award
  • 2011: Pega Pioneer Award
  • 2010: Pega Customer Experience Transformation Award
  • 2008: Pega Partner of the Year Insurance
  • 2007: Pegasystems Award for Excellence in Engineering
  • 2007: Pega Innovation Award for BPM Excellence

To learn more about how Capgemini and Pega can help you solve some of your most critical business issues, contact us today at

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