What users are saying about
25 Ratings
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Score 8.4 out of 100
33 Ratings
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Score 8 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Pega Customer Decision Hub

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

Contact Center Software

Webex Contact Center
8.3
Pega Customer Decision Hub
Agent dashboard
Webex Contact Center
7.7
Pega Customer Decision Hub
Validate callers
Webex Contact Center
8.9
Pega Customer Decision Hub
Outbound response
Webex Contact Center
8.8
Pega Customer Decision Hub
Call forwarding
Webex Contact Center
9.1
Pega Customer Decision Hub
Click-to-call (CTC)
Webex Contact Center
8.8
Pega Customer Decision Hub
Warm transfer
Webex Contact Center
7.7
Pega Customer Decision Hub
Predictive dialing
Webex Contact Center
8.3
Pega Customer Decision Hub
Interactive voice response
Webex Contact Center
9.1
Pega Customer Decision Hub
REST APIs
Webex Contact Center
9.1
Pega Customer Decision Hub
Call scripts
Webex Contact Center
7.3
Pega Customer Decision Hub
Call tracking
Webex Contact Center
7.9
Pega Customer Decision Hub
Multichannel integration
Webex Contact Center
7.7
Pega Customer Decision Hub
CRM software integration
Webex Contact Center
7.9
Pega Customer Decision Hub

Workforce Optimization (WFO)

Webex Contact Center
8.6
Pega Customer Decision Hub
Inbound call routing
Webex Contact Center
9.1
Pega Customer Decision Hub
Omnichannel inbound routing
Webex Contact Center
8.5
Pega Customer Decision Hub
Recording
Webex Contact Center
7.5
Pega Customer Decision Hub
Quality management
Webex Contact Center
9.1
Pega Customer Decision Hub
Call analytics
Webex Contact Center
7.7
Pega Customer Decision Hub
Historical reporting
Webex Contact Center
7.9
Pega Customer Decision Hub
Live reporting
Webex Contact Center
9.1
Pega Customer Decision Hub
Customer surveys
Webex Contact Center
9.1
Pega Customer Decision Hub
Customer interaction analytics
Webex Contact Center
9.1
Pega Customer Decision Hub

Sales Force Automation

Webex Contact Center
Pega Customer Decision Hub
7.6
Customer data management / contact management
Webex Contact Center
Pega Customer Decision Hub
7.0
Workflow management
Webex Contact Center
Pega Customer Decision Hub
8.0
Territory management
Webex Contact Center
Pega Customer Decision Hub
6.5
Opportunity management
Webex Contact Center
Pega Customer Decision Hub
8.0
Integration with email client (e.g., Outlook or Gmail)
Webex Contact Center
Pega Customer Decision Hub
7.3
Interaction tracking
Webex Contact Center
Pega Customer Decision Hub
9.0

Customer Service & Support

Webex Contact Center
Pega Customer Decision Hub
8.7
Case management
Webex Contact Center
Pega Customer Decision Hub
9.0
Call center management
Webex Contact Center
Pega Customer Decision Hub
9.0
Help desk management
Webex Contact Center
Pega Customer Decision Hub
8.2

Marketing Automation

Webex Contact Center
Pega Customer Decision Hub
8.0
Lead management
Webex Contact Center
Pega Customer Decision Hub
8.0
Email marketing
Webex Contact Center
Pega Customer Decision Hub
8.0

CRM Project Management

Webex Contact Center
Pega Customer Decision Hub
8.0
Task management
Webex Contact Center
Pega Customer Decision Hub
8.4
Reporting
Webex Contact Center
Pega Customer Decision Hub
7.7

CRM Reporting & Analytics

Webex Contact Center
Pega Customer Decision Hub
8.0
Pipeline visualization
Webex Contact Center
Pega Customer Decision Hub
8.1
Customizable reports
Webex Contact Center
Pega Customer Decision Hub
8.0

Customization

Webex Contact Center
Pega Customer Decision Hub
7.7
Custom fields
Webex Contact Center
Pega Customer Decision Hub
8.0
Custom objects
Webex Contact Center
Pega Customer Decision Hub
8.0
Scripting environment
Webex Contact Center
Pega Customer Decision Hub
8.0
API for custom integration
Webex Contact Center
Pega Customer Decision Hub
7.0

Security

Webex Contact Center
Pega Customer Decision Hub
8.0
Single sign-on capability
Webex Contact Center
Pega Customer Decision Hub
8.0
Role-based user permissions
Webex Contact Center
Pega Customer Decision Hub
8.0

Social CRM

Webex Contact Center
Pega Customer Decision Hub
7.7
Social data
Webex Contact Center
Pega Customer Decision Hub
7.8
Social engagement
Webex Contact Center
Pega Customer Decision Hub
7.5

Integrations with 3rd-party Software

Webex Contact Center
Pega Customer Decision Hub
7.0
Marketing automation
Webex Contact Center
Pega Customer Decision Hub
7.0

Platform

Webex Contact Center
Pega Customer Decision Hub
8.2
Mobile access
Webex Contact Center
Pega Customer Decision Hub
8.2

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Pega Customer Decision Hub

  • 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

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | TrustRadius Reviewer

Pega Customer Decision Hub

  • 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

Alternatives Considered

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | TrustRadius Reviewer

Pega Customer Decision Hub

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

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | TrustRadius Reviewer

Pega Customer Decision Hub

  • 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

Webex Contact Center

Pega Customer Decision Hub

Pricing Details

Webex Contact Center

General

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

Webex Contact Center Editions & Modules

Additional Pricing Details

Pega Customer Decision Hub

General

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

Pega Customer Decision Hub 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

Webex Contact Center
7.4
Pega Customer Decision Hub
8.0

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