23 Ratings
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Score 7.8 out of 100
32 Ratings
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Score 8 out of 100

Likelihood to Recommend

Sparkcentral, by Hootsuite

This is a great tool to use to manage social media accounts especially if you have several different pages you manage like we do. It is very user friendly, and easy to train new agents on. I have no complaints. We love this tool! Thank you again Sparkcentral! You rock
Melinda Cox | 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

Sales Force Automation

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

Customer Service & Support

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.7
Case management
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
9.0
Call center management
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
9.0
Help desk management
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.2

Marketing Automation

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Lead management
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Email marketing
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0

CRM Project Management

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Task management
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.4
Reporting
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.7

CRM Reporting & Analytics

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Pipeline visualization
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.1
Customizable reports
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0

Customization

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.7
Custom fields
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Custom objects
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Scripting environment
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
API for custom integration
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.0

Security

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Single sign-on capability
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0
Role-based user permissions
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.0

Social CRM

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.7
Social data
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.8
Social engagement
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.5

Integrations with 3rd-party Software

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.0
Marketing automation
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
7.0

Platform

Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.2
Mobile access
Sparkcentral, by Hootsuite
Pega Customer Decision Hub
8.2

Pros

Sparkcentral, by Hootsuite

  • The biggest advantage of the Sparkcentral platform is its "inbox zero" philosophy. With this, our customer support requests are queued within the app, and agents need to work down the queue to keep it empty.
  • The app is designed from the ground up for customer care - instead of taking a generic social platform, and sprinkling in some customer care tools. Everything about Sparkcental is designed for helping our customers.
  • Sparkcentral allows us to do much better CRM. We can make customer notes, see recent interactions, determine who helped the customer (and when).
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

Sparkcentral, by Hootsuite

  • In the beginning our team had the option to see what another user was typing as they responded to a post. With the latest update, this was taken away. That feature was key for us to shadow agents remotely who are still in training to provide real time feedback.
  • Our company has a number of different brands that we manage. Having a truly unified queue would be a great addition for us!
  • The bulk resolve should allow the option to select on the posts that you wish to resolve instead of selecting a time frame for bulk resolve. Often we find that marketing posts generate more volume in the evening. However, there are sometimes posts where the customer needs assistance during that time. So, if we were to bulk resolve for a certain number of evening hours we would potentially miss a customer's concern through that option as it is currently. But, if the option was to go through and select on all marketing posts and then bulk resolve you would ensure that you are not missing a post where a customer needs assistance.
Anonymous | 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

Likelihood to Renew

Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite 8.7
Based on 4 answers
Sparkcentral has never given us a good reason to consider any other option. Aside from all the positive points I mentioned in previous areas of this review, something else that has really impressed us is their customer service (makes sense, they're a customer service company after all!). Any time we have a question or concern, we send them an email and we get a response almost instantly.
Andrew (Drew) Johnston | TrustRadius Reviewer

Pega Customer Decision Hub

No score
No answers yet
No answers on this topic

Support Rating

Sparkcentral, by Hootsuite

Sparkcentral, by Hootsuite 9.0
Based on 4 answers
Sparkcentral is very concerned about its customer satifsfaction, and will go to great lengths to get issue fixed rapidly
Kim Daenen | TrustRadius Reviewer

Pega Customer Decision Hub

No score
No answers yet
No answers on this topic

Alternatives Considered

Sparkcentral, by Hootsuite

Sparkcentral does what it has offered to do, where other software made empty promises, Sparkcentral delivers. They also inform us, anytime they are undergoing maintenance or when Twitter or Facebook has an API change, where in previous cases we would have to discover this ourselves.
Tukio Machini | 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

Sparkcentral, by Hootsuite

  • Positive: Clients really like the reporting features.
  • Positive: Being able to search users for our clients who may have reported a complaint [somewhere] other than on social media. Also being able to see if they've reached out to us but deleted a comment is helpful.
Renn Johnson | 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

Pricing Details

Sparkcentral, by Hootsuite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Sparkcentral, by Hootsuite Editions & Modules

Edition
Starter Package$1
Omnichannel Package$$2
Enterprise Package$$$3
  1. Unlimited amount of seats, Best for starters in Messaging
  2. Unlimited amount of users, Best for growing Messaging Teams
  3. Unlimited amount of users, Best for advanced organizations
Additional Pricing Details
Starter Package $ Unlimited amount of seats Best for starters in Messaging Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform Access to all platform features Basic chatbot and automation options No API integrations Up to 2000 closed conversations/month Self service onboarding 24/7 support Omnichannel Package $$ Unlimited amount of users Best for growing Messaging Teams Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features AI based chatbot and automation options Standard API integrations Up to 5000 closed conversations/month Guided onboarding 24/7 support Enterprise Package $$$ Unlimited amount of users Best for advanced organizations Channels can include Facebook, Instagram, WhatsApp, Twitter, Web Chat, App Chat, SMS, Webform, WeChat, Telegram, Line, ABC, RCS Access to all platform features Advanced AI based chatbot and automation options Advanced API integrations Custom amount of closed conversations/month Customer Success Manager 24/7 support We calculate our price on monthly conversations. There is no extra fee for extra agents. Price on demand. (Request a Demo only, No Pricing Page available yet)

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

Sparkcentral, by Hootsuite
9.9
Pega Customer Decision Hub
8.0

Likelihood to Renew

Sparkcentral, by Hootsuite
8.7
Pega Customer Decision Hub

Support Rating

Sparkcentral, by Hootsuite
9.0
Pega Customer Decision Hub

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