Item: Pega Customer Decision Hub
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Return on Investment

Integrated and well tracked customized campaigns
Enhanced reporting leading to key metrics tracking and improvement
Overall Customer experience enhancement

Alternatives Considered

Salesforce.com

Both are equally good in what they support and capabilities they provide. Pega is much more integrated and can be customized I believe while Salesforce is more user-friendly.

Other Software Used

Pega Platform

Likelihood to Recommend

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.

Customer Engagement Suite Review

Modules Used

Overall Satisfaction with Pega Customer Engagement Suite