What users are saying about
Top Rated
179 Ratings
Top Rated
179 Ratings
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Score 8 out of 100
31 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Appian

I believe that Appian is very well-suited to provide an approval work-flow. For making requests where there is a specific hierarchy of approvals that must occur, it is great. For example, if an employee needs to make a capital request for a long term project, the number of approvals can be set based on the amount of the items/work that is to be capitalized. If the amount is < 10000, maybe only manager approval is required. If the amount is over 10,000, Department Budgetary approval is also required. Over 25,000, Finance approval is required. Over 100,000, executive approval is required. Appian makes it very easy to set these conditions and send out tasks based on them. Appian also Excels at reporting. Appian provides the tools to report on any of the data that is captured in the request. This data can be exported to Excel to be used for audits or data management. Data can be reported in a variety of ways grid format, generate a pdf, or with charts and graphs. I don't believe that Appian should be used to replace any cost accounting type of functions. There are enterprise systems, such as Oracle that do a better job with that. Appian's strength is providing workflows.
Christine Mulready | TrustRadius Reviewer

Pega Customer Engagement Suite

PRPC is a BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements:1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA. 2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues.3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Low-Code Development

Appian
8.2
Pega Customer Engagement Suite
Visual Modeling
Appian
7.6
Pega Customer Engagement Suite
Drag-and-drop Interfaces
Appian
8.2
Pega Customer Engagement Suite
Platform Security
Appian
9.3
Pega Customer Engagement Suite
Platform User Management
Appian
7.6
Pega Customer Engagement Suite
Reusability
Appian
7.9
Pega Customer Engagement Suite
Platform Scalability
Appian
8.6
Pega Customer Engagement Suite

Sales Force Automation

Appian
Pega Customer Engagement Suite
7.6
Customer data management / contact management
Appian
Pega Customer Engagement Suite
7.0
Workflow management
Appian
Pega Customer Engagement Suite
8.0
Territory management
Appian
Pega Customer Engagement Suite
6.5
Opportunity management
Appian
Pega Customer Engagement Suite
8.0
Integration with email client (e.g., Outlook or Gmail)
Appian
Pega Customer Engagement Suite
7.3
Interaction tracking
Appian
Pega Customer Engagement Suite
8.9

Customer Service & Support

Appian
Pega Customer Engagement Suite
8.7
Case management
Appian
Pega Customer Engagement Suite
9.0
Call center management
Appian
Pega Customer Engagement Suite
9.0
Help desk management
Appian
Pega Customer Engagement Suite
8.2

Marketing Automation

Appian
Pega Customer Engagement Suite
8.0
Lead management
Appian
Pega Customer Engagement Suite
8.0
Email marketing
Appian
Pega Customer Engagement Suite
8.0

CRM Project Management

Appian
Pega Customer Engagement Suite
8.1
Task management
Appian
Pega Customer Engagement Suite
8.4
Reporting
Appian
Pega Customer Engagement Suite
7.7

CRM Reporting & Analytics

Appian
Pega Customer Engagement Suite
8.0
Pipeline visualization
Appian
Pega Customer Engagement Suite
8.1
Customizable reports
Appian
Pega Customer Engagement Suite
8.0

Customization

Appian
Pega Customer Engagement Suite
7.7
Custom fields
Appian
Pega Customer Engagement Suite
8.0
Custom objects
Appian
Pega Customer Engagement Suite
8.0
Scripting environment
Appian
Pega Customer Engagement Suite
7.9
API for custom integration
Appian
Pega Customer Engagement Suite
7.0

Security

Appian
Pega Customer Engagement Suite
8.0
Single sign-on capability
Appian
Pega Customer Engagement Suite
8.0
Role-based user permissions
Appian
Pega Customer Engagement Suite
8.0

Social CRM

Appian
Pega Customer Engagement Suite
7.7
Social data
Appian
Pega Customer Engagement Suite
7.8
Social engagement
Appian
Pega Customer Engagement Suite
7.5

Integrations with 3rd-party Software

Appian
Pega Customer Engagement Suite
7.0
Marketing automation
Appian
Pega Customer Engagement Suite
7.0

Platform

Appian
Pega Customer Engagement Suite
8.2
Mobile access
Appian
Pega Customer Engagement Suite
8.2

Pros

Appian

  • I have observed after version 17.1 we have a lot of good features in Appian that improve usability (UX). This adds real value in this competitive Digital space.
  • You can understand business use case and convert it to a logical process automation.
  • Process Modeller has improved a lot and providing smart services use adds more value.
  • Service integration helps us to seamlessly integrate with third-party systems
Ravi Joshi, PMI-ACP® | TrustRadius Reviewer

Pega Customer Engagement Suite

  • Ability to design custom integrated campaigns
  • Analytics to provide key insights and ability to tune your campaign accordingly
  • Ability to design agent workflows
Anonymous | TrustRadius Reviewer

Cons

Appian

  • Advanced functionality requires use of the Appian expression language. The more advanced the logic, the harder it is to build with the expression language. This means development expertise is more relevant if you need advanced functionality, which I imagine applies almost all the time. I would much prefer if they allowed some common language such as JavaScript out of the box.
  • Debugging has proved difficult. It’s easy for developers to get the app to or feature to a “working” state but it needs robust alpha testing.
  • Deployment can be tricky. When a solution gets big and there are many teams and dependencies, it needs a careful process to ensure things don’t break.
  • Reasuability of Appian objects is both a pro and con. Reusing objects across apps may be more trouble than its worth because of creating heavy dependencies. Experience is helpful to strike the right balance.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

  • Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
  • Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
  • Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.
David A. Herrera | TrustRadius Reviewer

Likelihood to Renew

Appian

Appian 9.0
Based on 16 answers
We recently renewed our license with Appian. We are convinced that its flexibility, relative ease of use, the support they provide, there mobile advancements and their general willingness and desire to see us succeed all contributed to our reason to renew our agreement with Appian
Michael Campbell, PMP,CSM | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Usability

Appian

Appian 8.6
Based on 45 answers
Great platform for providing business process management. Fairly easy to learn tool (especially now that I have seen the evolution over 5 years). More difficult to master, but there is a great community that is always willing and able to help solve your problem.
Helmut Arnold | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Support Rating

Appian

Appian 8.1
Based on 123 answers
We have a mixture of onsite and offshore support by Appian and their partner Cognizant. Our stated support hours for the business are 9-5pm Mon-Fri. Cognizant being located in India provides us with coverage up to 9pm should anything happen that needs urgent attention. Appian Cloud Support are also there should we have any issues connecting to the application.
Paul Cabrelle | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

In-Person Training

Appian

Appian 9.0
Based on 1 answer
As analyst I participated in a developer boot camp. At times it was hard to keep up but most of the time it made sense. Trainer took the time to explain and slowed pace down to answer questions etc.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Online Training

Appian

Appian 10.0
Based on 1 answer
Really great training platform. Very visual and easy to use.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Implementation Rating

Appian

Appian 9.0
Based on 8 answers
It was really seamless. SaaS in the true definition of the word. We logged on and started using the product. Very easy.
Peter Newnam | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Alternatives Considered

Appian

The main advantage of Appian is the cost structure that is more suitable for starting a test-project to see how develop in Appian and most of all how Appian is accepted inside the company. In few weeks you can show the first results and start the journey on digitalization.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

We evaluated Marketo as another potential customer engagement partner but felt that they did not offer nearly the same flexibility in terms of process management that Pega did. Also, Pega seems to be years ahead of Marketo when it comes to leveraging AI for decision making and predictive analytics.
John Silva, MBA | TrustRadius Reviewer

Return on Investment

Appian

  • Our objective to reduce customer effort when dealing with government by 25% was exceeded. In the process of applying for an alcohol licence renewal alone, we saw approximately 80% reduction in time and effort for the business customer - and that was just a prototype! Imagine the possibilities when this is taken into a live environment!
Lynley Johnston | TrustRadius Reviewer

Pega Customer Engagement Suite

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pega Customer Engagement Suite

Pricing Details

Appian

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Appian Editions & Modules

Edition
Free$0
Standard60.002
Flat FeeContact Sales3
EnterpriseContact Sales4
  1. per user per month
  2. one fixed price per app, unlimited users
  3. unlimited number of apps, priced by user
Additional Pricing Details

Pega Customer Engagement Suite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Pega Customer Engagement Suite Editions & Modules

Edition
Unified Messaging$145.001
Case Management$97.001
Enterprise$165.001
Digital Customer Engagement$260.001
  1. Per User Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Appian
8.3
Pega Customer Engagement Suite
8.0

Likelihood to Renew

Appian
9.0
Pega Customer Engagement Suite

Usability

Appian
8.6
Pega Customer Engagement Suite

Support Rating

Appian
8.1
Pega Customer Engagement Suite

In-Person Training

Appian
9.0
Pega Customer Engagement Suite

Online Training

Appian
10.0
Pega Customer Engagement Suite

Implementation Rating

Appian
9.0
Pega Customer Engagement Suite

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