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https://dudodiprj2sv7.cloudfront.net/product-logos/Dx/q9/K2JJ9IOC3633.JPEGPega as a Customer Relationship PlatformWe 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.,8,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.,Customer CaringIt 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.,9,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.,SQL Developer, SoapUI NG Pro, EclipseCustomer Engagement Suite ReviewThe 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.,7,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.,Pega PlatformPega Customer Engagement Suite ReviewPega 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.,9,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.,Pega Customer Engagement Suite, Intellect 8 BPM, Customer Focus, Zoho CRMPega CRMCall 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.,9,Reduction in Admin cost through automation. Achieve efficiency in the customer service operations. Pega's capability for quick time to Market helped us keep the system up to date specifically relating to compliance requirements which has stricter implementation timelines.,Salesforce App Cloud,Microsoft Visio
Windows, Linux, Mac
Pega Customer Engagement Suite
29 Ratings
Score 8.4 out of 101
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Pega Customer Engagement Suite Reviews

Pega Customer Engagement Suite
29 Ratings
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Score 8.4 out of 101
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David A. Herrera profile photo
September 05, 2018

Pega Customer Engagement Suite Review: "Pega as a Customer Relationship Platform"

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.
Read David A. Herrera's full review
Dishank Vishnoi profile photo
August 14, 2018

Pega Customer Engagement Suite Review: "Customer Caring"

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.
Read Dishank Vishnoi's full review
Leduan Camarero profile photo
July 06, 2018

Pega Customer Engagement Suite: "Customer Engagement Suite Review"

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.
Read Leduan Camarero's full review
No photo available
July 06, 2018

"Pega Customer Engagement Suite Review"

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.
Read this authenticated review
No photo available
August 21, 2018

Pega Customer Engagement Suite Review: "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.

Read this authenticated review
No photo available
June 07, 2018

Pega Customer Engagement Suite: "Customer Engagement Suite Review"

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.
Read this authenticated review

Pega Customer Engagement Suite Scorecard Summary

Feature Scorecard Summary

Customer data management / contact management (6)
8.0
Workflow management (6)
8.1
Territory management (4)
7.0
Opportunity management (6)
8.1
Integration with email client (e.g., Outlook or Gmail) (5)
7.3
Interaction tracking (6)
7.3
Case management (6)
8.7
Call center management (6)
8.1
Help desk management (5)
8.2
Lead management (5)
7.9
Email marketing (5)
8.0
Task management (5)
8.3
Reporting (6)
7.9
Pipeline visualization (5)
8.0
Customizable reports (6)
8.1
Custom fields (6)
8.1
Custom objects (6)
7.5
Scripting environment (5)
6.8
API for custom integration (6)
7.0
Single sign-on capability (6)
8.3
Role-based user permissions (6)
8.3
Social data (5)
7.5
Social engagement (5)
7.3
Marketing automation (6)
7.0
Mobile access (5)
7.9

About Pega Customer Engagement Suite

Pega's Customer Engagement Suite 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 Engagement Suite 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 Engagement Suite Features

Sales Force Automation Features
Has featureCustomer data management / contact management
Has featureWorkflow management
Has featureTerritory management
Has featureOpportunity management
Has featureIntegration with email client (e.g., Outlook or Gmail)
Does not have featureContract management
Does not have featureQuote & order management
Has featureInteraction tracking
Does not have featureChannel / partner relationship management
Customer Service & Support Features
Has featureCase management
Has featureCall center management
Has featureHelp desk management
Marketing Automation Features
Has featureLead management
Has featureEmail marketing
CRM Project Management Features
Has featureTask management
Does not have featureBilling and invoicing management
Has featureReporting
CRM Reporting & Analytics Features
Does not have featureForecasting
Has featurePipeline visualization
Has featureCustomizable reports
Customization Features
Has featureCustom fields
Has featureCustom objects
Has featureScripting environment
Has featureAPI for custom integration
Security Features
Has featureRole-based user permissions
Has featureSingle sign-on capability
Social CRM Features
Has featureSocial data
Has featureSocial engagement
Integrations with 3rd-party Software Features
Has featureMarketing automation
Does not have featureCompensation management
Platform Features
Has featureMobile access

Pega Customer Engagement Suite Screenshots

Pega Customer Engagement Suite Integrations

With the Pega Platform, you can integrate with virutally anything

Pega Customer Engagement Suite Competitors

Salesforce.com, Oracle Siebel CRM, SAP CRM, Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)

Pega Customer Engagement Suite Support Options

 Paid Version
Phone
Live Chat
Email
Forum/Community
FAQ/Knowledgebase
Video Tutorials / Webinar

Pega Customer Engagement Suite Technical Details

Deployment Types:On-premise, SaaS
Operating Systems: Windows, Linux, Mac
Mobile Application:Apple iOS, Android
Supported Countries:global support
Supported Languages: All major languages; localization available