Story
Pega
Akamai TechnologiesAkamai Technologies Standardizes Repetitive Desktop Work on Pega
Akamai Technologies, an information technology organization in the United States, uses Pega Customer Decision Hub from Pega to support back-office automation for operations analysts.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because repetitive desktop work has a clear owner |
| Risk and compliance | Pega Customer Decision Hub is the governed place operations analysts use for back-office automation |
| Capability | New joiners can see how back-office automation actually runs |
Story
Information Technology work at Akamai Technologies 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 Decision Hub) 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. Akamai Technologies 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 The story is about operating change, not an unpublished percentage.
