Pega Customer Service Reviews

Name: Pega Customer Service
Brand: Pega
Rating: 4.3 (4 reviews)

Vendor: Pega

4.3 out of 5

4 reviews
100% willing to recommend

What is Pega Customer Service?

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

Get the CRM Buyer's Guide and find out what your peers are saying about Pega Customer Service and more!

Buyer's Guide

CRM

November 2024

Get the category report

Helped 824,067 peers since 2012

Featured reviews

Balaji Choda

Architect at American Express

There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

Read full review

VivekIsukapalli

Principal - Low Code at LTIMindtree

I rate Pega Customer Service an eight out of ten. I want to stay neutral in terms of advice to other users. The purchase decision depends on the business goals they want to achieve and the overall budget. It is a costly product, and all businesses would consider saving money.

Read full review

Rahul Bilove

Senior Technology Specialist at Aaseya IT Services Pvt. Ltd.

The most valuable feature of the solution is that it helps with the automation of end-to-end journeys for its users. Currently, with the solution's AI, it can respond, detect the voice of a person, or narrate a story to a customer. In simple words, the solution can speak with the customer like a real human being, and if they are not satisfied with the responses from the solution, further enhancements can be made in the AI training and models, the advantages of which can be leveraged at later stages. If a person is not at all satisfied with the responsibility of the solution, then a real human interaction would be required. The solution can also read through the emails and conduct a sentiment analysis based on the customers' responses, which may be on a positive or negative note. The solution can also provide users with suggestions on what needs to be done next.

Read full review

Pega Customer Service mindshare

As of December 2024, the mindshare of Pega Customer Service in the CRM category stands at 0.2%, up from 0.1% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM

Key learnings from peers

Last updated Dec 20, 2024

Valuable Features

Pega Customer Service offers valuable features like automation of end-to-end journeys, AI for voice detection and conversation, and sentiment analysis of emails. Case management and configurations enhance usability. It provides intelligent decision-making through various categories such as account information and card features, tailored to market and business needs. Users benefit from its interactivity and ease of use, adjusting strategies based on AI insights and enabling specialized tasks across different markets.

"Pega Customer Service is scalable."
"The product is scalable. It works efficiently for changing existing features."
"The most valuable feature of the solution is case management and different configurations."

Room for Improvement

Clients believe Pega Customer Service could enhance its pricing structure, as the current costs might be a key decision from Pega yet still need revision. Customization features could be expanded to meet varied needs. Enhanced marketing efforts could increase potential clientele. Users express that the Pega JVM function requires improvement, and automation of permissions could be more streamlined. Upcoming AI technologies integrated into Pega offer promising advancements to be leveraged.

"The licensing cost could also be improved."
"The product's pricing needs improvement."
"Pega JVM function needs to be improved."

ROI

Pricing

"The tool's pricing is flexible, and I rate it four to five out of ten."
"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

Popular Use Cases

Service and Support

Pega Customer Service is praised for responsive and knowledgeable technical support. Teams are customer-friendly and effectively handle diverse user issues. Support quality is consistent, reliant on routing to relevant teams. Customer service provides good assistance and is perceived as supportive.

Deployment

Pega Customer Service's initial setup involves installing Pega first, followed by deployment. While the complexity remains standard across Pega offerings, the setup phase is initially challenging until deployment starts after installation. Users appreciated its no-code/low-code nature and cloud deployment capability. It typically takes more than a week to complete, yet some found it straightforward on the client side.

Scalability

Stability

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our CRM Buyer's Guide for additional reliable information.

Learn more about Pega Customer Service

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Product Video

Product Categories

CRM

Pega Customer Service Reviews

What is Pega Customer Service?

Featured reviews

Pega Customer Service mindshare

Valuable Features

Room for Improvement

ROI

Pricing

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Learn more about Pega Customer Service

Product Video

Related questions

Product Categories