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Anthem's central hub for managing marketing campaigns has proven invaluable for users within the organization. By integrating Direct Mail, …
Starting at $97 Per User Per Month
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What is Pega Customer Decision Hub?
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…
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Pricing
Case Management
$97.00
Cloud
Per User Per Month
Unified Messaging
$145.00
Cloud
Per User Per Month
Enterprise
$165.00
Cloud
Per User Per Month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Pega Customer Decision Hub?
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.
Pega Customer Decision Hub Screenshots
Pega Customer Decision Hub Competitors
Pega Customer Decision Hub Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | global support |
| Supported Languages | All major languages; localization available |
Frequently Asked Questions
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.
Salesforce Sales Cloud, Oracle Siebel CRM, and Microsoft Dynamics 365 are common alternatives for Pega Customer Decision Hub.
The most common users of Pega Customer Decision Hub are from Enterprises (1,001+ employees).
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(35)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Anthem's central hub for managing marketing campaigns has proven invaluable for users within the organization. By integrating Direct Mail, Email, CRM, and web properties, the platform eliminates the problem of siloed campaigns. With a focus on the full customer journey, the product seamlessly integrates business rules, eligibility rules, and customer preferences. This comprehensive approach ensures that every interaction is tailored to the individual customer's needs and desires.
One prominent use case for this product is its application in claims systems and customer engagement across multiple channels. Anthem users have found that automating workflow and collaboration through the platform not only improves efficiency but also provides meaningful metrics to business leaders. The ability to describe business processes and workflows within the platform allows customers to directly translate their requirements into software. Additionally, the product supports Grievance and Appeals processing for customer service teams by coordinating workflow, approvals, and reviews.
Moreover, this versatile tool serves as a powerful Business Process Management solution. It streamlines processes by automating, measuring, and optimizing various business operations. The platform's integrated experience helps drive intelligent campaigns and facilitates meaningful conversations throughout the customer journey. Furthermore, it offers analytics that provide visibility into payment issues and propensity to pay, assisting with payment resolution.
Overall, Anthem's product excels in its ability to unify marketing campaigns, optimize business processes, support complex customer issues, and enhance customer service operations. Its wide range of use cases demonstrates its adaptability across different industries and departments.
Intuitive and Easy-to-Use UI: Several users have praised Pega's user interface for its intuitiveness and ease of use. They have mentioned that the drag and drop functionality makes it simple to build and customize complex business rules, resulting in a straightforward UI building process.
AI Adaptive Analytics Capabilities: Many reviewers have appreciated Pega's AI adaptive analytics capabilities. By utilizing AI to learn which marketing efforts work best, businesses can make data-driven decisions and optimize their campaigns accordingly.
Valuable Educational Resources from Pega Academy: Multiple users have expressed their appreciation for the resources provided by Pega Academy. They have found it to be a great way to get their marketing team certified in the platform and become familiar with implementing campaigns in Pega's UI, indicating that Pega Academy offers valuable educational materials and training opportunities.
Steep Learning Curve: Several users have found the learning curve to implement AI adaptive analytics in Pega Customer Engagement Suite to be very steep. They mentioned that it takes a significant amount of time and effort to understand and effectively utilize this feature.
Lack of In-depth Help Documentation: Some users have expressed that the help documentation should be more in-depth and provide step-by-step instructions. They feel that having more detailed guidance would greatly assist them in navigating through complex tasks and ensuring successful implementation.
High Cost: Users have mentioned that the cost of Pega Customer Engagement Suite is quite high, making it difficult for small organizations to afford the licensing and cloud implementation. This pricing barrier restricts access to the suite's features, limiting its potential user base.
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
April 21, 2022
cost over runs
Score 4 out of 10
Vetted Review
Verified User
The organization presently utilizes the platform to support Grievance and Appeals as part of claims processing for our customer service teams. The decision hub is utilized as a platform to help coordinate workflow and approvals and reviews for grievance and appeals platform. Pega Customer Decision Hub allows for business rules and governance.
- establish clear business rules
- easy utilize
- business rules customization is very difficult
- costs to customize the platform is very difficult and expensive
- business rules
- integration to our existing systems.
- it has been incredibility expensive to implement and so it's ROI did not vet out to the original business case, as a result the cost provide a usable solution was incredibility expensive
- Mobify and now part of Salesforce Commerce Cloud
Pega Customer Decision Hub doesn't provide the automation that sales force provides
September 05, 2018
Pega as a Customer Relationship Platform
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 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.
I have no used other Customer Engagement products outside of Pega.
August 14, 2018
Customer Caring
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 customer engagement suite has provided the ability for customers to submit their own claims
- Overall customer experience enhancement
- It has provided a wealth of out-of-the-box functionality that we could start using immediately without any coding.
July 06, 2018
Customer Engagement Suite Review
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.
- The customer engagement suite has provided the ability for customers to submit their own claims.
- It has provided a wealth of out of the box functionality that we could start using immediately without any coding.
It is very similar because the Engagement Suite is built on top of the Pega Platform.
July 06, 2018
Pega Customer Engagement Suite Review
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.
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.
- Pega implementation provides an Incremental Revenue on manual conversions from file systems & workflow automation. We have an example of the incremental revenue for health care claims approval & it was 78% for the total volume of claims received in a quarter.
- Pega application development has censing fees, upgrade costs, training costs, secondary hardware and software overhead, additional FTEs and headcount increases, because chances those costs are very real and often much higher than the original price tag. Hence, Total Cost of Ownership (TCO) is very high and the benefits will be realized in a few years.
- As enterprises focus on ROI analyses related to IT investments, there are multiple methodologies that serve to provide a complete picture of the total economic impact of purchase decisions of PRPC. The organizations wanted to improve key contact center KPIs around customer satisfaction, including incremental conversions, higher order values or lifetime values, and higher retention and loyalty using PRPC and it gets measured using ticketing systems, surveys, and multiple metrics. Quantitatively capturing implementation risk and impact risk by directly adjusting the financial estimates results provides more meaningful and accurate estimates and a more accurate projection of the ROI.