TrustRadius Insights for Pega Customer Decision Hub are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Intuitive and Easy-to-Use UI: Several users have praised Pega's user interface for its intuitiveness and ease of use. They have mentioned that the drag and drop functionality makes it simple to build and customize complex business rules, resulting in a straightforward UI building process.
AI Adaptive Analytics Capabilities: Many reviewers have appreciated Pega's AI adaptive analytics capabilities. By utilizing AI to learn which marketing efforts work best, businesses can make data-driven decisions and optimize their campaigns accordingly.
Valuable Educational Resources from Pega Academy: Multiple users have expressed their appreciation for the resources provided by Pega Academy. They have found it to be a great way to get their marketing team certified in the platform and become familiar with implementing campaigns in Pega's UI, indicating that Pega Academy offers valuable educational materials and training opportunities.
On the other side I want to add some points related to ROI for long term enterprises customer: </span><ul><ul><li>Product is truly driving business oriented programs. You will get true sense of what business can control and contribute</li><li>Product is future ready being a central brain for NBA and NBC at the same time it is explainable in detail.</li><li>Post BAU you can see the application built on this product can give you essential directions for strategic growth</li></ul></ul><div>
</div>With latest version of product it supports integration with GCP, AWS, H20 and pmml models. Enhanced Algorithm of ADM with scalability
Pros
NBA of proposition
Simulation engine
Insight driven recommendation
Channel management
Cons
Splitting the product in to features
Sharing the customer success across
Inbuilt reporting tool with dashboard
Inbuilt web activity tracker
Likelihood to Recommend
<ol><li>Insightful decision making</li><li>Contextual experience</li><li>Ready to market</li><li>Business oriented programs </li></ol>
The organization presently utilizes the platform to support Grievance and Appeals as part of claims processing for our customer service teams. The decision hub is utilized as a platform to help coordinate workflow and approvals and reviews for grievance and appeals platform. Pega Customer Decision Hub allows for business rules and governance.
Pros
establish clear business rules
easy utilize
Cons
business rules customization is very difficult
costs to customize the platform is very difficult and expensive
Likelihood to Recommend
overall the platform does very well for what it was intended to do. however, when unique business customization must occur, it is very expensive and time consuming. it forces the organization to address sunk cost and does not support simple customizations.
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.
Pros
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
Cons
Very steep learning curve to implement AI adaptive analytics
More best practice templates for implementing business rules would be helpful.
Likelihood to Recommend
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.
We support several departments on our organization. Customer Engagement is one of our main areas.
Pros
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.
Cons
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.
Likelihood to Recommend
Customer Relatioship Management, Healthcare, Insurance. All of these are target organization sectors where Pega is well-suited.
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.
Pros
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
Cons
Workforce Intelligence for better staffing.
Data externalization from Pega PCS and SA to CRM.
Word document integration for Correspondences.
Likelihood to Recommend
<p>Seamless Integration across various incoming channels. Please don't misunderstand this review to be for Omni channel as we have not implemented it yet.</p><p>Case management to record interactions of the customer inquiry and take actions.</p><p>Capability to customize case types based on customer needs.</p><p>Contact data exposure to external systems is a challenge. BIX is not the best way to extract data.</p><p>Next Best Action is promising but have not implemented it yet.</p><p>WFI doesn't work as expected.</p><p>Word integration with Pega requires Silverlight which is getting out of support.</p>
VU
Verified User
Manager in Information Technology (10,001+ employees)
It is being used in one department in my organisation i.e AES (Application Engineering Services) and helps manage customer engagement across multiple interaction channels.
Pros
Ability to design agent workflows
Integration is done very easily with all the wizards that the product provides.
Ability to design custom integrated campaigns
Cons
Pega Customer Engagement Suite is a Pretty Expensive tool and many small organizations cannot afford the high price for licensing and cloud implementation.
A major shortfall for Pega is its integration capability.
There should be better documentation regarding out of the box functionality and what the product can do.
Likelihood to Recommend
The integrated experience helped us drive intelligent campaigns and meaningful conversations throughout the customer journey.
Pega PRPC Customer Engagement Suite offers an array of products for Business Process Management. It is developed on Java and uses OOP and java concepts. It is used for automating, measuring and optimizing business processes. It can also help to automate workflow and collaboration to provide meaningful metrics to business leaders.
Usage & Solution to the business problems:
1) Pega provides a platform for describing business processes and workflow in a way that the descriptions get turned more-or-less directly into the software, or at least turned into requirements that have a fighting chance of getting through the translation into the software.
2) Used for maintaining the life cycle of a Drug undergoing research and development.
3) Dashboard/Reports development, Maintenance & download to excel/PDF
4) It provides notifications/integration as well as SLA escalations built in the PRPC.
Pros
Pegasystems is a leader in the field of BPM software and is active worldwide. Pega is considered the market leader in BPM solutions by Gartner and Forrester. With the PegaRULES Process Commander (PRPC for short), Pegasystems enables companies to set up processes that are efficient, flexible and transparent
The software offers many possibilities for building an application in a short time and easily integrating it into existing systems in your organisation. Pega supports the common protocols for making these links. Applications are built in a reusable and flexible way without hard-coding anything into the system. This enabled changes to be carried out by authorised users and/or administrators.
Pegasystems is the leading provider of enterprise-class business process management software and solutions. Pega BPM puts business users in control of business process management, with features such as highly intuitive process design tools and automated generation of application code. The result is less reliance on technologists and greater process agility.
Cons
A major shortfall for Pega is its integration capability, unlike IBM BPM which is integration-centric. IBM comes with an array of products which suits needs of varying degree.
Advanced integration is solved by BPEL Process Server which has support for state-based patterns and mediation. Dynamic rules and event management can be solved with WODM, Cloud to on-premise connectivity with Cast Iron, Enterprise gateway and security use cases with DataPower, Social BPM with IBM BPM, WODM, Mobile app development with Worklight.
Pega Customer Engagement Suite is a Pretty Expensive tool and many small organizations cannot afford the high price for licensing and cloud implementation.
Likelihood to Recommend
PRPC is a BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements:
1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA.
2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues.
3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.
VU
Verified User
Program Manager in Professional Services (10,001+ employees)
It is being used by a department I consult with and helps manage customer engagement across multiple interaction channels. The integrated experience helped us drive intelligent campaigns and meaningful conversations throughout the customer journey. Analytics provided visibility over the propensity to pay - providers that are more inclined to resolve and make the payment quickly.
Pros
Ability to design custom integrated campaigns
Analytics to provide key insights and ability to tune your campaign accordingly
Ability to design agent workflows
Cons
Integration with other vendor apps
Bots or Robotic automation capabilities
Screen Customization
Likelihood to Recommend
Best suited for scenarios where it helps manage customer engagement across multiple interaction channels. Integrated experience helps drive the intelligent campaigns and meaningful conversations throughout the customer journey. With inbuilt Analytics support, it provides visibility into your key customer metrics and you can track and improve those metrics across the customer journey.
Less appropriate in bots or RPA scenario.
VU
Verified User
Consultant in Customer Service (10,001+ employees)
