What users are saying about
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Top Rated
41 Ratings

Kustomer

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Top Rated
41 Ratings
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Score 7.9 out of 100
31 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Kustomer

Kustomer is great for small and large teams. It has the flexibility to create routing and queues for additional segmentation of workflow, which is great for splitting the workload among reps. If you have a lot of systems that your reps need to use, this is a great option since it pulls them all together in one place.
Anonymous | 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

Incident and problem management

Kustomer
8.5
Pega Customer Engagement Suite
Organize and prioritize service tickets
Kustomer
8.6
Pega Customer Engagement Suite
Expert directory
Kustomer
8.3
Pega Customer Engagement Suite
Subscription-based notifications
Kustomer
8.5
Pega Customer Engagement Suite
ITSM collaboration and documentation
Kustomer
8.0
Pega Customer Engagement Suite
Ticket creation and submission
Kustomer
8.7
Pega Customer Engagement Suite
Ticket response
Kustomer
8.9
Pega Customer Engagement Suite

Self Help Community

Kustomer
7.7
Pega Customer Engagement Suite
External knowledge base
Kustomer
7.5
Pega Customer Engagement Suite
Internal knowledge base
Kustomer
7.8
Pega Customer Engagement Suite

Multi-Channel Help

Kustomer
8.4
Pega Customer Engagement Suite
Customer portal
Kustomer
8.6
Pega Customer Engagement Suite
IVR
Kustomer
8.3
Pega Customer Engagement Suite
Social integration
Kustomer
7.8
Pega Customer Engagement Suite
Email support
Kustomer
8.8
Pega Customer Engagement Suite
Help Desk CRM integration
Kustomer
8.7
Pega Customer Engagement Suite

Sales Force Automation

Kustomer
Pega Customer Engagement Suite
7.6
Customer data management / contact management
Kustomer
Pega Customer Engagement Suite
7.1
Workflow management
Kustomer
Pega Customer Engagement Suite
8.0
Territory management
Kustomer
Pega Customer Engagement Suite
6.6
Opportunity management
Kustomer
Pega Customer Engagement Suite
8.0
Integration with email client (e.g., Outlook or Gmail)
Kustomer
Pega Customer Engagement Suite
7.3
Interaction tracking
Kustomer
Pega Customer Engagement Suite
8.7

Customer Service & Support

Kustomer
Pega Customer Engagement Suite
8.6
Case management
Kustomer
Pega Customer Engagement Suite
8.9
Call center management
Kustomer
Pega Customer Engagement Suite
8.8
Help desk management
Kustomer
Pega Customer Engagement Suite
8.2

Marketing Automation

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

CRM Project Management

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

CRM Reporting & Analytics

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

Customization

Kustomer
Pega Customer Engagement Suite
7.6
Custom fields
Kustomer
Pega Customer Engagement Suite
8.0
Custom objects
Kustomer
Pega Customer Engagement Suite
7.9
Scripting environment
Kustomer
Pega Customer Engagement Suite
7.7
API for custom integration
Kustomer
Pega Customer Engagement Suite
7.0

Security

Kustomer
Pega Customer Engagement Suite
8.1
Single sign-on capability
Kustomer
Pega Customer Engagement Suite
8.1
Role-based user permissions
Kustomer
Pega Customer Engagement Suite
8.1

Social CRM

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

Integrations with 3rd-party Software

Kustomer
Pega Customer Engagement Suite
7.0
Marketing automation
Kustomer
Pega Customer Engagement Suite
7.0

Platform

Kustomer
Pega Customer Engagement Suite
8.2
Mobile access
Kustomer
Pega Customer Engagement Suite
8.2

Pros

Kustomer

  • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
  • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
  • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
Anonymous | 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

Kustomer

  • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
  • Different teams could have differently colored notes.
  • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
Hailey Miller | 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

Kustomer

Kustomer 6.4
Based on 1 answer
I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Usability

Kustomer

Kustomer 7.3
Based on 1 answer
Because it is easy to use as well as it serves as a very important tool for communication. It merges with different applications and there are no issues like other platforms.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Reliability and Availability

Kustomer

Kustomer 9.1
Based on 1 answer
I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Performance

Kustomer

Kustomer 2.7
Based on 1 answer
Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Support Rating

Kustomer

Kustomer 9.0
Based on 5 answers
I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
Charlotte Reiter | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

In-Person Training

Kustomer

Kustomer 5.5
Based on 1 answer
No one has helped me or trained me in person.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Online Training

Kustomer

Kustomer 7.3
Based on 1 answer
The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Implementation Rating

Kustomer

Kustomer 6.4
Based on 1 answer
I would say I am very satisfied with the use and the main keys regarding the implementation of Kustomer
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Alternatives Considered

Kustomer

The sales rep did a great job of making us feel heard and instilling trust. We felt that we would be valued as a client instead of just one of thousands, and a small company at that. When we signed they promised and delivered on an additional channel that they hadn't previously supported (toll-free MMS). The product just made sense and was innovative, which definitely gave them an edge.
Meagan McKinnon | 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

Kustomer

  • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
  • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
Anonymous | 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

Kustomer

Pega Customer Engagement Suite

Pricing Details

Kustomer

General

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

Kustomer Editions & Modules

Edition
Enterprise$891
Ultimate$1391
  1. per month, per 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

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Kustomer
7.9
Pega Customer Engagement Suite
8.0

Likelihood to Renew

Kustomer
6.4
Pega Customer Engagement Suite

Usability

Kustomer
7.3
Pega Customer Engagement Suite

Reliability and Availability

Kustomer
9.1
Pega Customer Engagement Suite

Performance

Kustomer
2.7
Pega Customer Engagement Suite

Support Rating

Kustomer
9.0
Pega Customer Engagement Suite

In-Person Training

Kustomer
5.5
Pega Customer Engagement Suite

Online Training

Kustomer
7.3
Pega Customer Engagement Suite

Implementation Rating

Kustomer
6.4
Pega Customer Engagement Suite

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