Pega Customer Decision Hub vs. Zoho SalesIQ

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.

Incentivized

If you are facing issues of agents not being able to respond to queries, which is usually faced with our tools, Zoho SalesIQ is probably the best choice as the default notification is very loud and clear hence makes sure that no chat query is left unattended. The desktop application of Zoho SalesIQ for Windows, Linux, and MAC OS is a superb feature not offered by many other chat applications. The geographical locations of website visitors are sometimes not very accurate hence it is advised not to always rely on it and better reconfirm it from the lead.

Incentivized

• Ability to design custom integrated campaigns
• Analytics to provide key insights and ability to tune your campaign accordingly
• Ability to design agent workflows

Incentivized

• It has helped us increase our revenues by a significant margin over the last few years. Technical help is quite quick to respond.
• UI that is convenient and practical. It's simple to use and understand. We value being able to see how users arrive at our site.
• Zoho SalesIQ has a fantastic live chat feature that includes a notification, monitoring and reporting system.

Incentivized

• 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.

Incentivized

• Overall it's a very simple tool that doesn't offer a lot of complexity or expanded tools
• Even though it's all in the Zoho family, it doesn't work seemlessly with CRM or other Zoho products
• Not always the best at identifying similar users across different browsers, devices, etc

Incentivized

I explained in detail in previous questions.

Tawk to was nice but it was missing a lot of features that Zoho SalesIQ has. And a massively important advantage that SalesIQ had was that it integrated with other Zoho apps that we already used. The pricing of Zoho SalesIQ was also very attractive, we felt that it offered a great bang for our buck.

Incentivized

• Cost savings on print marketing and email due to better targeting
• More timely campaigns to reach customers at the right time

Incentivized

• We interact with about 50 visitors a month and it's great when we can see the full picture, to see and interact based on whether they are a new contact or a long-time customer.
• Capturing new website visitors at the time that they have a question about your product is important.
• Missing chats can be frustrating.

Incentivized