Pega CRM
August 21, 2018
Pega CRM
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Sales Automation
- Customer Service
- Appeals and Grievance, PCS
Overall Satisfaction with Pega Customer Engagement Suite
Call Center Operations are primary users of this module but the workflow touches pretty much every other department in the company when it comes to servicing a complex customer issue. Primary use is for Customer Servicing and experience.
- Keep track of interactions and service intents for a customer.
- Integration capability across different channels.
- Provides operational reporting capabilities to track call volumes across queues and channels.
- Case management
- Workforce Intelligence for better staffing.
- Data externalization from Pega PCS and SA to CRM.
- Word document integration for Correspondences.
- Reduction in Admin cost through automation.
- Achieve efficiency in the customer service operations.
- Pega's capability for quick time to Market helped us keep the system up to date specifically relating to compliance requirements which has stricter implementation timelines.
On Premise solution and comparatively cheaper