Reach your customers where they are, on their own terms.
John Silva, MBA | TrustRadius Reviewer
February 28, 2020

Reach your customers where they are, on their own terms.

Score 8 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • Marketing
  • Customer Decision Hub

Overall Satisfaction with Pega Customer Engagement Suite

Pega is used as the central hub for all marketing campaigns we run. We currently use it for Direct Mail, Email and CRM, with plans to insert campaigns in our web properties as well as My Account. Pega solves the problem of siloed campaigns that don't take into consideration the full picture of the customer journey. With Pega Customer Engagement Suite, there's ONE single point of decision that takes into consideration all related business rules, eligibility rules, and customer preferences before triggering any marketing interaction.
  • Easy to customize complex business rules with a graphic UI to implement the logic
  • Use of AI adaptive analytics to learn which marketing efforts work best
  • Pega Academy is a great resource to get your Marketing team certified in the platform and familiar with how to implement campaigns in Pega
  • Very steep learning curve to implement AI adaptive analytics
  • More best practice templates for implementing business rules would be helpful.
  • Cost savings on print marketing and email due to better targeting
  • More timely campaigns to reach customers at the right time
We evaluated Marketo as another potential customer engagement partner but felt that they did not offer nearly the same flexibility in terms of process management that Pega did. Also, Pega seems to be years ahead of Marketo when it comes to leveraging AI for decision making and predictive analytics.
Pega Customer Engagement Suite is a good fit for companies in need of flexibility and agility to deal with ever-changing business rules and goals. Pega is well suited to adapt to changes in the business environment due to its robust business-process-management engine. Additionally, Pega CRM also is a very intuitive and robust platform that takes full advantage of Pega's flexible and scalable business process engine.

Pega Customer Engagement Suite Feature Ratings

Customer data management / contact management
7
Workflow management
8
Territory management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
Not Rated
Interaction tracking
9
Case management
9
Call center management
9
Help desk management
Not Rated
Lead management
8
Email marketing
8
Task management
Not Rated
Reporting
Not Rated
Pipeline visualization
Not Rated
Customizable reports
8
Custom fields
8
Custom objects
8
Scripting environment
8
API for custom integration
7
Role-based user permissions
8
Single sign-on capability
8
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
7
Mobile access
Not Rated