Latitude by Genesys vs. Pega Customer Service

As a consulting company specializing in the support of Latitude by Genesys customers, I have first hand experience seeing all of the benefits to my customers of this platform. The ease of powerful interfaces, highly organized GUI based workflows, simple import/export automation as well as a host of integrated vendors makes this the platform of choice for me and my company. Prior to starting my consulting company I was an end user of Latitude by Genesys for 3 years and had the distinct opportunity to work with a top notch implementation team.

Pega is a very nice tool for when we need to deal with data coming from different sources that need to be connected and used collectively. Additionally, having an easy-to-use interface makes it ideal for building decision flow in a simple manner that can still take advance decisions for 1:1 communication.

Incentivized

• Payments plans management
• Account analysis reports
• The system is user friendly

• Easy to contact
• Responds very quickly
• Provides accurate information

Incentivized

• In the past, their support has been slow. This has improved dramatically.
• They don't take every one of my ideas and pump it into base code IMMEDIATELY!!

• Performance, as some of the tasks run in batch.
• Extensibility could take time for complex functionalities.
• At least the cloud version should be more powerful in terms of processing.

Incentivized

From our perspective, it would be good having a UGC tool integrated with the system.

They have an excellent support team. It was more helpful if they were available by phone, but your ticket system support works good. The Logmein123 is an outstanding tool that helps us a lot when we need support.

Base on cost of initial investment, ongoing support and efficient development capabilities (i.e. import/export interfaces, workflows, etc.) this platform is leaps and bounds ahead of all the other major platforms I have worked with. Some of the others I worked with for as many as 12 years before experiencing the power of Latitude.

We have used different products those are ok but customer service is worst but Pega Customer Service is not like that tool and services both are doing excellent job

Incentivized

• It help us a lot to manage our day to day business.
• It helps our users to produce invoices and handling payment plans in a very efficient way.

• Reduced the manual effort due to introducing automation
• Increased customer satisfaction
• Enhanced personalization

Incentivized