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30 Ratings
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Score 7.9 out of 101

Likelihood to Recommend

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.
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Feature Rating Comparison

Sales Force Automation

Pega Customer Engagement Suite
7.6
Customer data management / contact management
Pega Customer Engagement Suite
7.9
Workflow management
Pega Customer Engagement Suite
8.1
Territory management
Pega Customer Engagement Suite
7.0
Opportunity management
Pega Customer Engagement Suite
8.0
Integration with email client (e.g., Outlook or Gmail)
Pega Customer Engagement Suite
7.4
Interaction tracking
Pega Customer Engagement Suite
7.3

Customer Service & Support

Pega Customer Engagement Suite
8.3
Case management
Pega Customer Engagement Suite
8.7
Call center management
Pega Customer Engagement Suite
8.0
Help desk management
Pega Customer Engagement Suite
8.2

Marketing Automation

Pega Customer Engagement Suite
7.9
Lead management
Pega Customer Engagement Suite
7.9
Email marketing
Pega Customer Engagement Suite
8.0

CRM Project Management

Pega Customer Engagement Suite
8.1
Task management
Pega Customer Engagement Suite
8.3
Reporting
Pega Customer Engagement Suite
7.9

CRM Reporting & Analytics

Pega Customer Engagement Suite
8.0
Pipeline visualization
Pega Customer Engagement Suite
8.0
Customizable reports
Pega Customer Engagement Suite
8.0

Customization

Pega Customer Engagement Suite
7.3
Custom fields
Pega Customer Engagement Suite
8.1
Custom objects
Pega Customer Engagement Suite
7.5
Scripting environment
Pega Customer Engagement Suite
6.7
API for custom integration
Pega Customer Engagement Suite
7.0

Security

Pega Customer Engagement Suite
8.4
Single sign-on capability
Pega Customer Engagement Suite
8.4
Role-based user permissions
Pega Customer Engagement Suite
8.4

Social CRM

Pega Customer Engagement Suite
7.5
Social data
Pega Customer Engagement Suite
7.6
Social engagement
Pega Customer Engagement Suite
7.4

Integrations with 3rd-party Software

Pega Customer Engagement Suite
7.1
Marketing automation
Pega Customer Engagement Suite
7.1

Platform

Pega Customer Engagement Suite
8.0
Mobile access
Pega Customer Engagement Suite
8.0

Pros

Pega Customer Engagement Suite

  • Pega integrates multiple channels on Customer Service into one central system.
  • Pega accelerates the customer relations with the organization and delivers higher rates of customer satisfaction.
  • Pega implements several solutions to target all customer needs for service support.
David A. Herrera profile photo

Cons

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 profile photo

Alternatives Considered

Pega Customer Engagement Suite

Both are equally good in what they support and capabilities they provide. Pega is much more integrated and can be customized I believe while Salesforce is more user-friendly.
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Return on Investment

Pega Customer Engagement Suite

  • Customer Relationship processes can be accelerated with the Pega platform, and hence, ensuring a better engagement.
  • Pega needs a lot of maintainability support on development, but little support on deployment.
  • Pega provides several channels to connect with the Customer and attract new possible customers.
David A. Herrera profile photo

Screenshots

Pega Customer Engagement Suite

Pricing Details

Pega Customer Engagement Suite

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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