Pega Customer Decision Hub

Pega Customer Decision Hub Reviews

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Ratings and Reviews
(1-7 of 33)

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John Silva, MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Pega is used as the central hub for all marketing campaigns we run. We currently use it for Direct Mail, Email and CRM, with plans to insert campaigns in our web properties as well as My Account. Pega solves the problem of siloed campaigns that don't take into consideration the full picture of the customer journey. With Pega Customer Engagement Suite, there's ONE single point of decision that takes into consideration all related business rules, eligibility rules, and customer preferences before triggering any marketing interaction.
  • Easy to customize complex business rules with a graphic UI to implement the logic
  • Use of AI adaptive analytics to learn which marketing efforts work best
  • Pega Academy is a great resource to get your Marketing team certified in the platform and familiar with how to implement campaigns in Pega
  • Very steep learning curve to implement AI adaptive analytics
  • More best practice templates for implementing business rules would be helpful.
Pega Customer Engagement Suite is a good fit for companies in need of flexibility and agility to deal with ever-changing business rules and goals. Pega is well suited to adapt to changes in the business environment due to its robust business-process-management engine. Additionally, Pega CRM also is a very intuitive and robust platform that takes full advantage of Pega's flexible and scalable business process engine.
David A. Herrera | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We support several departments on our organization. Customer Engagement is one of our main areas.
  • 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.
  • 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.
Customer Relatioship Management, Healthcare, Insurance. All of these are target organization sectors where Pega is well-suited.
August 14, 2018

Customer Caring

Dishank Vishnoi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is being used in one department in my organisation i.e AES (Application Engineering Services) and helps manage customer engagement across multiple interaction channels.
  • Ability to design agent workflows
  • Integration is done very easily with all the wizards that the product provides.
  • Ability to design custom integrated campaigns
  • Pega Customer Engagement Suite is a Pretty Expensive tool and many small organizations cannot afford the high price for licensing and cloud implementation.
  • A major shortfall for Pega is its integration capability.
  • There should be better documentation regarding out of the box functionality and what the product can do.
The integrated experience helped us drive intelligent campaigns and meaningful conversations throughout the customer journey.
Leduan Camarero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
The customer suite is being used by an organization within Anthem and it is being used for a claims systems.
  • UI building. The UI is very easy to build due to the drag and drop aspect of it.
  • It is very easy to build for reuse with the frameworks that Pega provides as well as the ones you create yourself.
  • Integration is done very easily with all the wizards that the product provides.
  • The help documentation needs to be more in depth and provide some How-Tos.
  • The should be better documentation regarding out of the box functionality and what the product can do.
For any claims system that allows the customer to submit the claims themselves.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Pega PRPC Customer Engagement Suite offers an array of products for Business Process Management. It is developed on Java and uses OOP and java concepts. It is used for automating, measuring and optimizing business processes. It can also help to automate workflow and collaboration to provide meaningful metrics to business leaders.

Usage & Solution to the business problems:
1) Pega provides a platform for describing business processes and workflow in a way that the descriptions get turned more-or-less directly into the software, or at least turned into requirements that have a fighting chance of getting through the translation into the software.
2) Used for maintaining the life cycle of a Drug undergoing research and development.
3) Dashboard/Reports development, Maintenance & download to excel/PDF
4) It provides notifications/integration as well as SLA escalations built in the PRPC.
  • Pegasystems is a leader in the field of BPM software and is active worldwide. Pega is considered the market leader in BPM solutions by Gartner and Forrester. With the PegaRULES Process Commander (PRPC for short), Pegasystems enables companies to set up processes that are efficient, flexible and transparent
  • The software offers many possibilities for building an application in a short time and easily integrating it into existing systems in your organisation. Pega supports the common protocols for making these links. Applications are built in a reusable and flexible way without hard-coding anything into the system. This enabled changes to be carried out by authorised users and/or administrators.
  • Pegasystems is the leading provider of enterprise-class business process management software and solutions. Pega BPM puts business users in control of business process management, with features such as highly intuitive process design tools and automated generation of application code. The result is less reliance on technologists and greater process agility.
  • A major shortfall for Pega is its integration capability, unlike IBM BPM which is integration-centric. IBM comes with an array of products which suits needs of varying degree.
  • Advanced integration is solved by BPEL Process Server which has support for state-based patterns and mediation. Dynamic rules and event management can be solved with WODM, Cloud to on-premise connectivity with Cast Iron, Enterprise gateway and security use cases with DataPower, Social BPM with IBM BPM, WODM, Mobile app development with Worklight.
  • Pega Customer Engagement Suite is a Pretty Expensive tool and many small organizations cannot afford the high price for licensing and cloud implementation.
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is being used by a department I consult with and helps manage customer engagement across multiple interaction channels. The integrated experience helped us drive intelligent campaigns and meaningful conversations throughout the customer journey. Analytics provided visibility over the propensity to pay - providers that are more inclined to resolve and make the payment quickly.
  • Ability to design custom integrated campaigns
  • Analytics to provide key insights and ability to tune your campaign accordingly
  • Ability to design agent workflows
  • Integration with other vendor apps
  • Bots or Robotic automation capabilities
  • Screen Customization
Best suited for scenarios where it helps manage customer engagement across multiple interaction channels. Integrated experience helps drive the intelligent campaigns and meaningful conversations throughout the customer journey. With inbuilt Analytics support, it provides visibility into your key customer metrics and you can track and improve those metrics across the customer journey.
Less appropriate in bots or RPA scenario.
August 21, 2018

Pega CRM

Score 9 out of 10
Vetted Review
Verified User
Review Source
Call Center Operations are primary users of this module but the workflow touches pretty much every other department in the company when it comes to servicing a complex customer issue. Primary use is for Customer Servicing and experience.
  • Keep track of interactions and service intents for a customer.
  • Integration capability across different channels.
  • Provides operational reporting capabilities to track call volumes across queues and channels.
  • Case management
  • Workforce Intelligence for better staffing.
  • Data externalization from Pega PCS and SA to CRM.
  • Word document integration for Correspondences.

Seamless Integration across various incoming channels. Please don't misunderstand this review to be for Omni channel as we have not implemented it yet.

Case management to record interactions of the customer inquiry and take actions.

Capability to customize case types based on customer needs.

Contact data exposure to external systems is a challenge. BIX is not the best way to extract data.

Next Best Action is promising but have not implemented it yet.

WFI doesn't work as expected.

Word integration with Pega requires Silverlight which is getting out of support.

Pega Customer Decision Hub Scorecard Summary

Feature Scorecard Summary

Sales Force Automation (6)
76%
7.6
Customer data management / contact management (7)
70%
7.0
Workflow management (7)
80%
8.0
Territory management (4)
65%
6.5
Opportunity management (6)
80%
8.0
Integration with email client (e.g., Outlook or Gmail) (5)
73%
7.3
Interaction tracking (7)
90%
9.0
Customer Service & Support (3)
87%
8.7
Case management (7)
90%
9.0
Call center management (7)
90%
9.0
Help desk management (5)
82%
8.2
Marketing Automation (2)
80%
8.0
Lead management (6)
80%
8.0
Email marketing (6)
80%
8.0
CRM Project Management (2)
80%
8.0
Task management (5)
84%
8.4
Reporting (6)
77%
7.7
CRM Reporting & Analytics (2)
80%
8.0
Pipeline visualization (5)
81%
8.1
Customizable reports (7)
80%
8.0
Customization (4)
77%
7.7
Custom fields (7)
80%
8.0
Custom objects (7)
80%
8.0
Scripting environment (6)
80%
8.0
API for custom integration (7)
70%
7.0
Security (2)
80%
8.0
Single sign-on capability (7)
80%
8.0
Role-based user permissions (7)
80%
8.0
Social CRM (2)
77%
7.7
Social data (5)
78%
7.8
Social engagement (5)
75%
7.5
Integrations with 3rd-party Software (1)
70%
7.0
Marketing automation (7)
70%
7.0
Platform (1)
82%
8.2
Mobile access (5)
82%
8.2

What is Pega Customer Decision Hub?

Pega's Customer Customer Decision Hub includes:

•Pega Marketing to engage customers with real-time one-to-one marketing on any channel
•Pega Sales Automation to intelligently guide sales professionals and streamline the sales process using AI
•Pega Customer Service to deliver end-to-end service across the entire customer journey.

These applications leverage Pega’s AI via the Customer Decision Hub, which the vendor defines as a "unified, always-on, customer brain". Pega’s Customer Decision Hub is available with industry-specific models, processes, and interfaces, and can be deployed on a variety of cloud choices – including hybrid, or on-premise.

Pega Customer Decision Hub Features

Sales Force Automation Features

  • Supported: Customer data management / contact management
  • Supported: Workflow management
  • Supported: Territory management
  • Supported: Opportunity management
  • Supported: Integration with email client (e.g., Outlook or Gmail)
  • Supported: Interaction tracking

Customer Service & Support Features

  • Supported: Case management
  • Supported: Call center management
  • Supported: Help desk management

Marketing Automation Features

  • Supported: Lead management
  • Supported: Email marketing

CRM Project Management Features

  • Supported: Task management
  • Supported: Reporting

CRM Reporting & Analytics Features

  • Supported: Pipeline visualization
  • Supported: Customizable reports

Customization Features

  • Supported: Custom fields
  • Supported: Custom objects
  • Supported: Scripting environment
  • Supported: API for custom integration

Security Features

  • Supported: Role-based user permissions
  • Supported: Single sign-on capability

Social CRM Features

  • Supported: Social data
  • Supported: Social engagement

Integrations with 3rd-party Software Features

  • Supported: Marketing automation

Platform Features

  • Supported: Mobile access

Pega Customer Decision Hub Screenshots

Pega Customer Decision Hub Video

Pega Customer Decision Hub Integrations

  • With the Pega Platform
  • you can integrate with virutally anything

Pega Customer Decision Hub Competitors

Pega Customer Decision Hub Pricing

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
Unified Messaging$145.00Per User Per Month
Case Management$97.00Per User Per Month
Enterprise$165.00Per User Per Month
Digital Customer Engagement$260.00Per User Per Month

Pega Customer Decision Hub Technical Details

Deployment TypesOn-premise, SaaS
Operating SystemsWindows, Linux, Mac
Mobile ApplicationApple iOS, Android
Supported Countriesglobal support
Supported LanguagesAll major languages; localization available

Frequently Asked Questions

What is Pega Customer Decision Hub?

Pega's Customer Decision Hub is a real-time decision manager. With Pega’s Next-Best-Action Designer, the can configure and control one-to-one decision strategies from a single interface – with best-practice guardrails built right in. Pega’s real-time containers integrate next best actions and treatments directly into online content, tailoring the experience for each customer, in real time.

What is Pega Customer Decision Hub's best feature?

Reviewers rate Interaction tracking and Case management and Call center management highest, with a score of 9.

Who uses Pega Customer Decision Hub?

The most common users of Pega Customer Decision Hub are from Enterprises and the Hospital & Health Care industry.