Customer Caring
August 14, 2018
Customer Caring
Score 9 out of 10
Vetted Review
Verified User
Modules Used
- Customer Service
- Customer Decision Hub
Overall Satisfaction with Pega Customer Engagement Suite
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 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.