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PEGA 7 Plaform - Meet our needs for Customer Service Application
May 13, 2016

PEGA 7 Plaform - Meet our needs for Customer Service Application

Pramod Waingankar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pega 7 Platform

We are building a Strategic Customer Service desktop [application] for Anthem Customer Service department to help and manage inquiries, questions by members.
  • Easy to use Workflow
  • Better User Experience
  • Out of Box Reporting
  • For new developer its hard to get used to PEGA terminology and lingo (esp. developers switching from Java, .NET Background) - Need better initial training.
  • Better analytics capabilities and seamless integration with other advance reporting tools.
  • It would be helpful if the UI designer was WYSIWYG.
  • API Integrations options are limited - Streaming support was missing.
  • It's helping improve our average handle time
  • It's helping our CSRs to get information in a centralized location to help answer questions for our members
  • Workflow Automation and efficient Customer Service Process Management
The enterprise application team did a detailed evaluation to compare against customer service department needs and evaluated Workflow, UI, Rules Management, Out of Box features, Technology, scalability, Integration options etc., and based on the scoring decided to go with PEGA 7.
It's better suited for developing applications which are business workflow oriented and involve multiple departments and groups to collaborate to accomplish the task.

Pega Platform Feature Ratings

8.2
Process designer
9
Process simulation
8
Business rules engine
9
SOA support
8
Process player
8
Support for modeling languages
Not Rated
Form builder
7
Model execution
Not Rated
Not Rated
Social collaboration tools
Not Rated
8.3
Dashboards
8
Standard reports
9
Custom reports
8
7.0
Content management
7

Pega 7 Platform Support

We have received very good support from PEGA from initial phase of the product and it has a very good turnaround time for any issue reported with a respective solution.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Our application is very important to serve our customers and issues we face need to be resolved very quickly.
Yes - Yes
We found a memory leak problem when we did our performance testing. The PEGA team worked with us closely to resolve that issue.