Pega Customer Service vs. SAP Service Cloud

Pega is a very nice tool for when we need to deal with data coming from different sources that need to be connected and used collectively. Additionally, having an easy-to-use interface makes it ideal for building decision flow in a simple manner that can still take advance decisions for 1:1 communication.

Incentivized

Overall, SAP Service Cloud has a core set of functionality in which it performs well. Enterprise-level structured data collection, case categorisation, and single-channel case handling are very effective, and a good volume of service cases should fit within these parameters. When moving to more customised, atypical, or even just variant processes, however, configuration and streamlining of the system can quickly become very complex, costly, and/or not possible in its present form. Additionally, a very large volume of data is required to train any ML/AI models, so new and small customers will not benefit from these enhancements.

Incentivized

• Easy to contact
• Responds very quickly
• Provides accurate information

Incentivized

• First is It is highly effective when we consider Customer Relation Engagement.
• Good User Interface by which anyone can get used to it quickly.
• It is providing infinite opportunity of integration with other SAP solutions.
• Affordable Solutions with effective features.
• It has prebuilt charts which helps us to define customer journey with ease of efforts.

Incentivized

• Performance, as some of the tasks run in batch.
• Extensibility could take time for complex functionalities.
• At least the cloud version should be more powerful in terms of processing.

Incentivized

• While SAP Service Cloud offers a wealth of features, its interface can sometimes feel overwhelming. For newcomers, especially those not tech-savvy, a more intuitive or simplified layout would be beneficial.
• While it allows for some level of personalization, making deep customizations can be challenging. Given the unique requirements of our client's customer service, having more flexibility in tailoring the tool to our exact needs would be nice.
• While SAP Service Cloud integrates well within the SAP ecosystem, it can sometimes be less smooth when linking up with non-SAP third-party tools. Enhancing these integrations would streamline our operations, especially when using other software tools alongside it.

Incentivized

Now all our critical processes are streamlined & would like to explore the new feature to have user friendly experiences

Incentivized

I have found that sometimes issues reported to the SAP takes more time also they lack system support with respect to the priority . Also we don't see RCA for the issues raised. Also turn around time for the issues is not fixed as the support is global sometimes the issues float here and there.

Incentivized

We have used different products those are ok but customer service is worst but Pega Customer Service is not like that tool and services both are doing excellent job

Incentivized

AI features are behind what Microsoft offers in its Dynamics 365 Customer Service, but as we already had other SAP products, the integration was easier with SAP Service Cloud. Implementation time was a key aspect of our project.

• Reduced the manual effort due to introducing automation
• Increased customer satisfaction
• Enhanced personalization

Incentivized

• can help speed up issue resolution, reducing the time customers spend waiting for solutions
• AI insights help predict the customer profile, satisfaction, and possible options for service resolutions
• One stop for all historical customer service requests and data and useful to calculate who are high CLTV customers

Incentivized