Pega Customer Engagement Suite Review
Anonymous | TrustRadius Reviewer
July 06, 2018

Pega Customer Engagement Suite Review

Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Sales Automation
  • Customer Service
  • Customer Decision Hub

Overall Satisfaction with Pega Customer Engagement Suite

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.
  • 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.
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.

Pega Customer Engagement Suite Feature Ratings

Customer data management / contact management
9
Workflow management
10
Territory management
8
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
8
Interaction tracking
6
Case management
9
Call center management
9
Help desk management
9
Lead management
9
Email marketing
9
Task management
9
Reporting
9
Pipeline visualization
8
Customizable reports
8
Custom fields
8
Custom objects
7
Scripting environment
8
API for custom integration
6
Role-based user permissions
9
Single sign-on capability
9
Social data
5
Social engagement
5
Marketing automation
6
Mobile access
6