What users are saying about
1 Ratings
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Score 7 out of 100
31 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Contactability

Contactability is really good for teams that are trying to branch out to an untapped market space. Especially those that are trying to disrupt the health insurance scene. This helps them get their foot in the door in the area and their name out in the community. The customer service representatives could be more responsive.
Claude Phan | 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

Sales Force Automation

Contactability
6.3
Pega Customer Engagement Suite
7.6
Customer data management / contact management
Contactability
6.0
Pega Customer Engagement Suite
7.1
Workflow management
Contactability
7.0
Pega Customer Engagement Suite
8.0
Territory management
Contactability
7.0
Pega Customer Engagement Suite
6.5
Opportunity management
Contactability
7.0
Pega Customer Engagement Suite
8.0
Integration with email client (e.g., Outlook or Gmail)
Contactability
6.0
Pega Customer Engagement Suite
7.3
Contract management
Contactability
5.0
Pega Customer Engagement Suite
Quote & order management
Contactability
6.0
Pega Customer Engagement Suite
Interaction tracking
Contactability
7.0
Pega Customer Engagement Suite
8.8
Channel / partner relationship management
Contactability
6.0
Pega Customer Engagement Suite

Customer Service & Support

Contactability
4.3
Pega Customer Engagement Suite
8.7
Case management
Contactability
4.0
Pega Customer Engagement Suite
8.9
Call center management
Contactability
5.0
Pega Customer Engagement Suite
8.8
Help desk management
Contactability
4.0
Pega Customer Engagement Suite
8.2

Marketing Automation

Contactability
6.0
Pega Customer Engagement Suite
8.0
Lead management
Contactability
6.0
Pega Customer Engagement Suite
8.0
Email marketing
Contactability
6.0
Pega Customer Engagement Suite
8.0

CRM Project Management

Contactability
6.7
Pega Customer Engagement Suite
8.1
Task management
Contactability
6.0
Pega Customer Engagement Suite
8.4
Billing and invoicing management
Contactability
7.0
Pega Customer Engagement Suite
Reporting
Contactability
7.0
Pega Customer Engagement Suite
7.7

CRM Reporting & Analytics

Contactability
6.3
Pega Customer Engagement Suite
8.0
Forecasting
Contactability
6.0
Pega Customer Engagement Suite
Pipeline visualization
Contactability
7.0
Pega Customer Engagement Suite
8.1
Customizable reports
Contactability
6.0
Pega Customer Engagement Suite
8.0

Customization

Contactability
7.0
Pega Customer Engagement Suite
7.7
Custom fields
Contactability
7.0
Pega Customer Engagement Suite
8.0
Custom objects
Contactability
8.0
Pega Customer Engagement Suite
7.9
Scripting environment
Contactability
6.0
Pega Customer Engagement Suite
7.8
API for custom integration
Contactability
Pega Customer Engagement Suite
7.0

Security

Contactability
6.5
Pega Customer Engagement Suite
8.1
Single sign-on capability
Contactability
7.0
Pega Customer Engagement Suite
8.1
Role-based user permissions
Contactability
6.0
Pega Customer Engagement Suite
8.1

Social CRM

Contactability
7.0
Pega Customer Engagement Suite
7.7
Social data
Contactability
6.0
Pega Customer Engagement Suite
7.8
Social engagement
Contactability
8.0
Pega Customer Engagement Suite
7.5

Integrations with 3rd-party Software

Contactability
7.0
Pega Customer Engagement Suite
7.0
Marketing automation
Contactability
6.0
Pega Customer Engagement Suite
7.0
Compensation management
Contactability
8.0
Pega Customer Engagement Suite

Platform

Contactability
6.0
Pega Customer Engagement Suite
8.2
Mobile access
Contactability
6.0
Pega Customer Engagement Suite
8.2

Pros

Contactability

  • The software reporting system is really clean and works well and they are good at sending you leads.
  • Their customer service is also willing to work with you and they really tried to help me improve our ROI.
  • Since using Contactability our workflow is changing. We now only pick up the phone when someone is interested in our services. The prescreening is all handled and we have control over the flow, what is said. Even when we're out of the office we can log in from anywhere and see what's happening with our leads and those missed calls get scheduled for us automatically.
Claude Phan | 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

Contactability

  • Call the toll-free customer service number and you are transferred to a blank voicemail, with an electronic repeat of the phone number.
  • The software training videos were confusing to non technical users.
  • We encountered bugs with the use of Windows 10. Some of the futures were bugged.
Claude Phan | 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

Alternatives Considered

Contactability

Contactability does a pretty decent job as it is very user-friendly and puts us in contact with our prospective clients. What they could improve on that Insightly does well is training and support. This could be due to the size of the company or their prioritization of resources. Overall we enjoyed Contactability better than Insightly.
Claude Phan | 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

Contactability

  • We got our people to become more open minded in trying new software and exploring options for automation.
  • Users got discouraged when the software did not work as it was supposed to and customer service was not there too help.
  • Once used correctly, we did have a large increase in the number of new clients that our office handled.
Claude Phan | 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

Contactability

Pega Customer Engagement Suite

Pricing Details

Contactability

General

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

Pega Customer Engagement Suite

General

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

Rating Summary

Likelihood to Recommend

Contactability
7.0
Pega Customer Engagement Suite
8.0

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