Customer Engagement Suite Review
Anonymous | TrustRadius Reviewer
June 07, 2018

Customer Engagement Suite Review

Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Marketing
  • Sales Automation
  • Customer Service

Overall Satisfaction with Pega Customer Engagement Suite

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

Pega Customer Engagement Suite Feature Ratings

Customer data management / contact management
9
Workflow management
7
Territory management
8
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
6
Interaction tracking
7
Case management
10
Call center management
9
Help desk management
8
Lead management
7
Email marketing
8
Task management
7
Reporting
9
Pipeline visualization
8
Customizable reports
9
Custom fields
8
Custom objects
8
Scripting environment
7
API for custom integration
7
Role-based user permissions
7
Single sign-on capability
8
Social data
7
Social engagement
7
Marketing automation
6
Mobile access
7