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Pega Customer Decision Hub

Score7.3 out of 10

37 Reviews and Ratings

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What is Pega Customer Decision Hub?

Pega Customer Decision Hub optimizes customer lifetime value by providing an “always-on brain” to unify data, analytics, and channels into one connected experience. Customer Decision Hub collects data from every interaction as it’s taking place, combines that with the customer’s full interaction history to determine their current context, and then delivers nextbest-action recommendations. Pega aims to enable users to pivot between selling, serving, retaining, and nurturing in real time.

Categories & Use Cases

Media

Reviews

What users are saying about Pega Customer Decision Hub.
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Pega CDH stack can take care of long term strategy goals

Prasanna KumarView profile
Assistant General Manager in Information Technology at _VOIS (10,001+ employees employees)

Use Cases and Deployment Scope

I could see we have multiple comments about pros and cons, which can surely help it terms of features comparisons.

<span style="letter-spacing: -0.6px; word-spacing: -0.75px;">

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

Most Important Features

  • NBA
  • Event driven recommendation
  • Outbound and inbound migration from legacy application

Return on Investment

  • Positive with long time
  • At least 4 time return over a period
  • Reduced IT dependency

Alternatives Considered

Appian, Oracle CRM, Microsoft Dynamics 365 Customer Insights, Adobe Experience Manager and Salesforce Experience Cloud

Other Software Used

PowerConnect for Splunk, Adobe Analytics, Teradata Cloud Data Warehouse, AWS Security Hub, Amazon EC2 Auto Scaling, Elasticsearch, Google Cloud AI

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

Incentivized
John Silva, MBAView profile
Marketing Automation Strategist in Information Technology at Glidewell Dental (1001-5000 employees employees)

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.

Return on Investment

  • Cost savings on print marketing and email due to better targeting
  • More timely campaigns to reach customers at the right time

Alternatives Considered

Marketo

Other Software Used

Twilio SendGrid Email API, Workfront

cost over runs

Verified User
Director (10,001+ employees employees)

Use Cases and Deployment Scope

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

Most Important Features

  • business rules
  • integration to our existing systems.

Return on Investment

  • it has been incredibility expensive to implement and so it's ROI did not vet out to the original business case, as a result the cost provide a usable solution was incredibility expensive

Alternatives Considered

Mobify and now part of Salesforce Commerce Cloud

Pega as a Customer Relationship Platform

Incentivized
David A. Herrera
Senior System Architect in Information Technology at Rulesware (51-200 employees employees)

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.

Return on Investment

  • 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.

Customer Caring

Incentivized
Dishank VishnoiView profile
Software Engineer in Engineering at DXC Technology (10,001+ employees employees)

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.

Return on Investment

  • The customer engagement suite has provided the ability for customers to submit their own claims
  • Overall customer experience enhancement
  • It has provided a wealth of out-of-the-box functionality that we could start using immediately without any coding.

Other Software Used

SQL Developer, SoapUI NG Pro, Eclipse

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