Pega as a Customer Relationship Platform
David A. Herrera | TrustRadius Reviewer
September 05, 2018

Pega as a Customer Relationship Platform

Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Customer Service

Overall Satisfaction with Pega Customer Engagement Suite

We support several departments on our organization. Customer Engagement is one of our main areas.
  • Pega integrates multiple channels on Customer Service into one central system.
  • Pega accelerates the customer relations with the organization and delivers higher rates of customer satisfaction.
  • Pega implements several solutions to target all customer needs for service support.
  • Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
  • Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
  • Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.
  • Customer Relationship processes can be accelerated with the Pega platform, and hence, ensuring a better engagement.
  • Pega needs a lot of maintainability support on development, but little support on deployment.
  • Pega provides several channels to connect with the Customer and attract new possible customers.
I have no used other Customer Engagement products outside of Pega.
Customer Relatioship Management, Healthcare, Insurance. All of these are target organization sectors where Pega is well-suited.

Pega Customer Engagement Suite Feature Ratings

Customer data management / contact management
6
Workflow management
6
Territory management
5
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
6
Interaction tracking
6
Case management
9
Call center management
9
Help desk management
8
Lead management
7
Email marketing
7
Task management
8
Reporting
8
Pipeline visualization
8
Customizable reports
9
Custom fields
7
Custom objects
5
Scripting environment
3
API for custom integration
5
Role-based user permissions
9
Single sign-on capability
9
Social data
9
Social engagement
8
Marketing automation
6
Mobile access
9