NeoCase vs. Pega Customer Service

Works well as an employee self service solution as well as case management for report requests. Electronic forms and routing are limited but are somewhat effective, depending of the requirements.

Incentivized

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

• Neocase allows for case tracking and metrics reporting.
• Neocase allows employees to search for answers in the knowledge base for quick resolutions to many of their needs.
• Neocase significantly reduces the number of incoming phone calls and emails which disrupt our daily office routine.

Incentivized

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

Incentivized

• There is room for improvement in how Neocase manages form creation - this is an area that could be of great benefit - electronic forms as opposed to paper would benefit many companies looking for paperless solutions.
• Routing capabilities could be improved to allow robust routing of electronic forms for approval purposes (those requiring multiple approvers

Incentivized

• 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

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

• Transition to Shared Service environment for 32 entities
• Streamlined request management
• User satisfaction

Incentivized

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

Incentivized