Pega Customer Decision Hub optimizes customer lifetime value by providing an “always-on brain” to unify data, analytics, and channels into one connected experience. Customer Decision Hub collects data from every interaction as it’s taking place, combines that with the customer’s full interaction history to determine their current context, and then delivers nextbest-action recommendations. Pega aims to enable users to pivot between selling, serving, retaining, and nurturing in real time.
$97
Per User Per Month
RingCX
Score9.3 out of 10
N/A
RingCX, based on the former Dimelo, is an AI customer interaction tool built to power digital customer engagement.
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
RingCX solved a lot of problems we had as an organization. Being able to have easy tracking, easily managing call queues, setting up call rotations, and more is really awesome. The app is also very user friendly and we all appreciate how great the integration with Salesforce. If I had to make any complaint, or note where they could improve is turning off the call queue via a better calendar integration (Eg: if I am in a meeting automatically turning off call queues). We mainly use RingCX for troubleshooting/support calls and it's so easy to log and track (for accountability) in Salesforce.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Reporting. The analytics and reporting is very detailed and customizable.
Call Queues. We have the option of having all phones ring at once, in a certain order or the person who has been idle the longest. This helps spread the work amongst the departments.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Currently most of our needs are being met, although the WhatsApp solution is weak and does not allow for calls and coexistance, the rest of solutions for Webchat, Social Media, and calls are meeting our needs. The other missing element is simultaneous ringing, but we have been ablet to configure priorities which we didn't have before.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The reason I gave this rating was I would like to see global rules created for say holidays. Currently I have to create 37 individual custom rules for say Memorial day. Which is quite cumbersome. Or maybe a template that could we could make a copy. A copy feature would also be handy.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I rated them an 8 because their support team is highly responsive and reliable. Whenever we need to reach out with a problem, they are quick to respond and do an excellent job of keeping the ticket updated. I really appreciate that they make sure to keep us posted throughout the entire troubleshooting process, so we are never left in the dark wondering what is going on. Most importantly, they consistently resolve our issues in a timely manner, which is crucial for minimizing downtime and keeping our daily operations running smoothly.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
There are far more features in the RingCX platform than in our exploration of the other platforms. Additionally we utlized another service that had stability issues along with higher costs for overall local phone services that we were able to consolidate when we made the switch to RingCX along with 3rd party services to handle various Omnichannels that were all avaiable in the RingCX platform.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
