What users are saying about
15 Ratings
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Score 8.1 out of 100
31 Ratings
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Score 7.7 out of 100

Likelihood to Recommend

NICE Satmetrix

Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
Simon Whight | 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

Survey Format & Appearance

NICE Satmetrix
8.0
Pega Customer Engagement Suite
Survey templates
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Themes
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Custom logo/branding
NICE Satmetrix
8.0
Pega Customer Engagement Suite

Survey Content

NICE Satmetrix
8.0
Pega Customer Engagement Suite
Changes to live survey
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Question design help
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Multiple question types
NICE Satmetrix
8.0
Pega Customer Engagement Suite

Survey Logic

NICE Satmetrix
8.0
Pega Customer Engagement Suite
Survey logic flexibility
NICE Satmetrix
8.0
Pega Customer Engagement Suite

Survey Reporting & Analytics

NICE Satmetrix
8.0
Pega Customer Engagement Suite
Response tracking
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Data export
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Standard reports
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Custom reports
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Analytics
NICE Satmetrix
8.0
Pega Customer Engagement Suite

Survey Administration & Security

NICE Satmetrix
8.0
Pega Customer Engagement Suite
Access controls
NICE Satmetrix
8.0
Pega Customer Engagement Suite
Compliance
NICE Satmetrix
8.0
Pega Customer Engagement Suite

Sales Force Automation

NICE Satmetrix
Pega Customer Engagement Suite
7.6
Customer data management / contact management
NICE Satmetrix
Pega Customer Engagement Suite
7.2
Workflow management
NICE Satmetrix
Pega Customer Engagement Suite
8.0
Territory management
NICE Satmetrix
Pega Customer Engagement Suite
6.6
Opportunity management
NICE Satmetrix
Pega Customer Engagement Suite
8.0
Integration with email client (e.g., Outlook or Gmail)
NICE Satmetrix
Pega Customer Engagement Suite
7.3
Interaction tracking
NICE Satmetrix
Pega Customer Engagement Suite
8.6

Customer Service & Support

NICE Satmetrix
Pega Customer Engagement Suite
8.6
Case management
NICE Satmetrix
Pega Customer Engagement Suite
8.9
Call center management
NICE Satmetrix
Pega Customer Engagement Suite
8.7
Help desk management
NICE Satmetrix
Pega Customer Engagement Suite
8.2

Marketing Automation

NICE Satmetrix
Pega Customer Engagement Suite
8.0
Lead management
NICE Satmetrix
Pega Customer Engagement Suite
8.0
Email marketing
NICE Satmetrix
Pega Customer Engagement Suite
8.0

CRM Project Management

NICE Satmetrix
Pega Customer Engagement Suite
8.1
Task management
NICE Satmetrix
Pega Customer Engagement Suite
8.4
Reporting
NICE Satmetrix
Pega Customer Engagement Suite
7.7

CRM Reporting & Analytics

NICE Satmetrix
Pega Customer Engagement Suite
8.0
Pipeline visualization
NICE Satmetrix
Pega Customer Engagement Suite
8.1
Customizable reports
NICE Satmetrix
Pega Customer Engagement Suite
8.0

Customization

NICE Satmetrix
Pega Customer Engagement Suite
7.6
Custom fields
NICE Satmetrix
Pega Customer Engagement Suite
8.0
Custom objects
NICE Satmetrix
Pega Customer Engagement Suite
7.8
Scripting environment
NICE Satmetrix
Pega Customer Engagement Suite
7.6
API for custom integration
NICE Satmetrix
Pega Customer Engagement Suite
7.0

Security

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

Social CRM

NICE Satmetrix
Pega Customer Engagement Suite
7.7
Social data
NICE Satmetrix
Pega Customer Engagement Suite
7.8
Social engagement
NICE Satmetrix
Pega Customer Engagement Suite
7.5

Integrations with 3rd-party Software

NICE Satmetrix
Pega Customer Engagement Suite
7.0
Marketing automation
NICE Satmetrix
Pega Customer Engagement Suite
7.0

Platform

NICE Satmetrix
Pega Customer Engagement Suite
8.2
Mobile access
NICE Satmetrix
Pega Customer Engagement Suite
8.2

Pros

NICE Satmetrix

  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!
Geoff Gardner, MSPM, MBCS, CITP | 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

NICE Satmetrix

  • Implementation did not go as well as planned and there were problems.
  • If you are running multiple surveys, slicing and dicing data is not that simple.
Lawrence Kravitz | 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

NICE Satmetrix

NICE Satmetrix 5.1
Based on 5 answers
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Anonymous | TrustRadius Reviewer

Pega Customer Engagement Suite

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE Satmetrix

I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
Anonymous | 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

NICE Satmetrix

  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
Rob Ellison | 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

NICE Satmetrix

Pega Customer Engagement Suite

Pricing Details

NICE Satmetrix

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

NICE Satmetrix
4.0
Pega Customer Engagement Suite
8.0

Likelihood to Renew

NICE Satmetrix
5.1
Pega Customer Engagement Suite

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