Pega CRM
Anonymous | TrustRadius Reviewer
August 21, 2018

Pega CRM

Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Sales Automation
  • Customer Service
  • Appeals and Grievance, PCS

Overall Satisfaction with Pega Customer Engagement Suite

Call Center Operations are primary users of this module but the workflow touches pretty much every other department in the company when it comes to servicing a complex customer issue. Primary use is for Customer Servicing and experience.
  • Keep track of interactions and service intents for a customer.
  • Integration capability across different channels.
  • Provides operational reporting capabilities to track call volumes across queues and channels.
  • Case management
  • Workforce Intelligence for better staffing.
  • Data externalization from Pega PCS and SA to CRM.
  • Word document integration for Correspondences.
  • Reduction in Admin cost through automation.
  • Achieve efficiency in the customer service operations.
  • Pega's capability for quick time to Market helped us keep the system up to date specifically relating to compliance requirements which has stricter implementation timelines.
On Premise solution and comparatively cheaper

Seamless Integration across various incoming channels. Please don't misunderstand this review to be for Omni channel as we have not implemented it yet.

Case management to record interactions of the customer inquiry and take actions.

Capability to customize case types based on customer needs.

Contact data exposure to external systems is a challenge. BIX is not the best way to extract data.

Next Best Action is promising but have not implemented it yet.

WFI doesn't work as expected.

Word integration with Pega requires Silverlight which is getting out of support.

Pega Customer Engagement Suite Feature Ratings

Customer data management / contact management
7
Workflow management
9
Territory management
Not Rated
Opportunity management
8
Interaction tracking
9
Case management
8
Call center management
6
Reporting
6
Customizable reports
7
Custom fields
9
Custom objects
9
API for custom integration
9
Role-based user permissions
10
Single sign-on capability
9
Marketing automation
8