Likelihood to Recommend
PRPC is a
and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of
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
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.
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Quantum Metric is a true professional, and I love the level of insight and industry knowledge they bring to the table. We use it at the departmental level, including marketing, customer service, and IT. Session replay allows our data consumers to derive insights faster and easier than digging through data. It lets us see or understand how users feel and work to enhance those feelings. The quality of support and the time to respond are also noteworthy. They have great coverage, but the learning curve is very steep and requires a lot of technical support and hand-holding.
Read full review Pros Ability to design custom integrated campaigns Analytics to provide key insights and ability to tune your campaign accordingly Ability to design agent workflows Read full review Identifying user pain points and frustrations. Quantum Metrics has a data point called Rage Click which shows when a customer has clicked multiple times back to back on a particular section of the website. Replaying a session to see everything that is loading on the front end to the customer, as well as the backed end of the website, has been critical in troubleshooting the experience. Heatmaps are a awesome tool we have found very useful in showing engagement with different content on the page, how far user scroll & drop off and to see a split side by side view of the same page in an a/b test. Read full review Cons 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. Read full review Quantum could share some use cases implemented by similar industries in accordance with the key problems as inputs. We should be able to see some of the most common solutions that could be integrated within our product based on the step of the user journey I am at. Expanding capabilities to integrate with high-level tools integrated. Read full review Likelihood to Renew
Quantum is a nice tool and is user friendly however I believe there always room for improvement. We have experienced minor issues with a few sessions which were solved by Quantum support reps in a timely manner and some of the dashboards are not as robust as other tools we use
Read full review Usability
For a new user, it's pretty intuitive to onboard and start doing the basic functionalities. But QM has a lot of functionalities which can be leveraged by more team members (especially when you don't have analysts dedicatedly using this) if further enhancements to usability are made.
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I've been very impressed with the support Quantum Metric has provided. Our amazing Customer Success team has provided excellent service and has gone above and beyond in helping us use and understand the tool. We hold weekly calls with multiple teams and QM has been proactive in bringing things to our team's attention and making suggestions. The support has been one of the most important aspects of having QM and has allowed us to make great strides in improving how we use data and user research in our work.
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I explained in detail in previous questions.
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We have used - as an organization - multiple products that each fill a roll or task Quantum Metric provides...however I think there are very few tools or SaaS solutions out there that bundle so much into one solution. QM was better than the replay tool another group was utilizing (Mouseflow) because with our contract we could capture and review way more replays as well as have those replays married to actual, quantifiable data. From an analytics point, is so much easier to install event tracking as opposed to our basic Google Analytics implementation. However, I would still use GA as a primary record for measuring overall site performance since QM doesn't have robust product sales tracking. At one point we did review a competitor called Content Square. They seemed very focused on heat mapping.
Read full review Return on Investment Cost savings on print marketing and email due to better targeting More timely campaigns to reach customers at the right time Read full review The service is not cheap, so don't commit unless you're going to use it. Really improved our tech support process by allowing us to identify problems much sooner. Helped identify potential frustrations, which could be eliminated to reduce friction at checkout. Read full review ScreenShots Pega Customer Decision Hub Screenshots Quantum Metric Screenshots