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Pegasystems Inc.

Pega Customer Service

Composite Score

8.0 /10

CX Score

8.1 /10

10 Reviews Write a Review

What is Pega Customer Service?

New channels, devices, and products. Customers expect more – and they expect it now. With Pega, you deliver a satisfying, efficient, and accurate experience.

Company Details

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Pega Customer Service Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

91 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+98 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Pega Customer Service?

14% Negative

0% Neutral

86% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Feature Ratings

Average 90

Customer Service Knowledge Management

100

Intelligent Search

Agent Collaboration

Customer Service Workflow Management

Agent Scripting

Analytics and Reporting

Customer Self Service Capabilities

Mobile Customer Care

Customer Community Management

Multi Channel Support

Contact Center Integration

Vendor Capability Ratings

Average 83

Usability and Intuitiveness

Quality of Features

Business Value Created

Ease of Implementation

Ease of Data Integration

Breadth of Features

Vendor Support

Ease of Customization

Availability and Quality of Training

Ease of IT Administration

Product Strategy and Rate of Improvement

Pega Customer Service Reviews

Mariami S.

Role: Consultant
Industry: Construction
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2024

Very efficient and easy to use,makes CSR live easy

Likeliness to Recommend

7 /10

What differentiates Pega Customer Service from other similar products?

It is almost fully automated which means CSR agents don’t have to write manual notes and emails/messages to customers since pega does it for you. Hence, it increases efficiency and decreases AHT

What is your favorite aspect of this product?

Efficiency and design

What do you dislike most about this product?

It is still new in our company so it still has bugs and errors, which sometimes gets annoying but each month their number decreases and working in PEGA gets easier

What recommendations would you give to someone considering this product?

It is a great choice if you want to increase customer service team’s efficiency. With pega, agents do not have to do many manual actions

Pros

Reliable
Client Friendly Policies
Over Delivered
Helps Innovate

Kapil S.

Role: Information Technology
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Costly but comes with greater ROI & satisfaction

Likeliness to Recommend

9 /10

What differentiates Pega Customer Service from other similar products?

Pega Customer service framework is one of the oldest and most stable product in market in this area. Easy to customise, easy to integrate with various enterprise systems, Omni channel support, excellent work distribution and tracking.

What is your favorite aspect of this product?

Omni channel support, 360 degree view of customer

What do you dislike most about this product?

Lack of AI but that's getting established in latest versions.

What recommendations would you give to someone considering this product?

Highly recommended If you can afford. Great value add in lesser time with higher ROI

Pros

Continually Improving Product
Saves Time
Helps Innovate
Reliable

Rahul B.

Role: Operations
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2024

Easy to use its integration.. worth for money

Likeliness to Recommend

10 /10

What differentiates Pega Customer Service from other similar products?

Its ease integration

What is your favorite aspect of this product?

Understanding the interface

What do you dislike most about this product?

Nothing as of now

What recommendations would you give to someone considering this product?

Average good product for money

Pros

Continually Improving Product
Reliable
Trustworthy
Unique Features

Latest Research

Pega Customer Service

What is Pega Customer Service?

Company Details

Need Assistance?

Pega Customer Service Ratings

91 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+98 Net Emotional Footprint

How much do users love Pega Customer Service?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Community Management Creation and management of branded and focussed user communities.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Pega Customer Service Reviews

Mariami S.

Very efficient and easy to use,makes CSR live easy

Likeliness to Recommend

Pros

Kapil S.

Costly but comes with greater ROI & satisfaction

Likeliness to Recommend

Pros

Rahul B.

Easy to use its integration.. worth for money

Likeliness to Recommend

Pros

Title

Feature Ratings

Customer Service Knowledge Management

Intelligent Search

Agent Collaboration

Customer Service Workflow Management

Agent Scripting

Analytics and Reporting

Customer Self Service Capabilities

Mobile Customer Care

Customer Community Management

Multi Channel Support

Contact Center Integration

Vendor Capability Ratings

Usability and Intuitiveness

Quality of Features

Business Value Created

Ease of Implementation

Ease of Data Integration

Breadth of Features

Vendor Support

Ease of Customization

Availability and Quality of Training

Ease of IT Administration

Product Strategy and Rate of Improvement