Item: Pega Platform
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

We use it to lay over an outdated system that our customer service agents use to support our customers as well as Pega Knowledge for articles for agents to have access to information within the system they are supporting. We only use it in CS, other departments are not using it yet.

Pros and Cons

Knowledge Articles
Task Oriented

Slow
Training

Return on Investment

Costly to build out.
Slowed down handling time a bit.

Alternatives Considered

Salesforce.com

Salesforce is much faster, but you can’t complete the same things in it. Pega does work well with Salesforce though and can track cases. Pega requires a lot more setup and training than Salesforce, at least at my company. I don’t even know if Salesforce offers the same thing as Pega in task completion.

Support Rating

It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.

Key Insights

Do you think Pega Platform delivers good value for the price?

Not sure

Are you happy with Pega Platform's feature set?

Yes

Did Pega Platform live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Pega Platform go as expected?

Would you buy Pega Platform again?

Other Software Used

Salesforce.com

Likelihood to Recommend

Good for customer service to use instead of DOS like black screens, but bad for trying to train customer service (no sandbox environment, at least for us) since they can’t “completely” perform a task prior to going to a live environment. The knowledge is fairly good, except you can’t search the body of an article which is weird.

Pega Platform is OK

Overall Satisfaction with Pega Platform