TrustRadius: an HG Insights company

Pega Customer Service

Score8 out of 10

12 Reviews and Ratings

Get a Demo

What is Pega Customer Service?

Pega Customer Service is a solution for solving interactions with customers, including collections, claims management, and other case management. It is available in 3 editions: the Digital Customer Engagement Edition, the Enterprise Edition, and the Case Management Edition.

Categories & Use Cases

Media

Screenshot of Next Best Action Intelligence
Screenshot of Optimize the Customer Journey
Screenshot of Paid Media Manager
Screenshot of Test, Learn & Act in Real-Time
Screenshot of Predictive Intelligence
Screenshot of Visualization & Simulation
Screenshot of AI-Based Sales Coaching
Screenshot of Intelligent Guided Sales
Screenshot of Artificial Intelligence
Screenshot of Omni-Channel Experience
Screenshot of Guided Interactions
Screenshot of Robotic Desktop Automation

1 / 12

Screenshot of Next Best Action Intelligence

Reviews

What users are saying about Pega Customer Service.
View all reviews

Perfect choice

Incentivized
Sanjay MeesalaView profile
Senior Software Engineer in Information Technology at Tata consultancy services (10,001+ employees employees)

Use Cases and Deployment Scope

Basically it's very helpful to create cases and we can easily maintain them. Previously we have used to create html ,css and java script to create Web sites and all but Pega Customer Service is very helpful and customer service is very helpful. If we create any ticket immediately they will solve

Pros

  • Easy to contact
  • Responds very quickly
  • Provides accurate information

Cons

  • No need to improve in any aspect because everything is perfect

Most Important Features

  • Quick chat
  • Ticket solving

Return on Investment

  • Easy to contact
  • Quickly solves tickets
  • Friendly nature

Other Software Used

Pega Customer Service, Pega Platform

Learn how Pega can boost your business

Incentivized
Verified User
Engineer in Marketing (501-1000 employees employees)

Use Cases and Deployment Scope

Pega is being used as a decision node for identifying which communications should be sent to which customers, in which channel, and when it would be the best moment to do so. The objective is to have a smarter mechanism to predict the next best action to be carried out at the customer level.

Pros

  • Easy and intuitive interface
  • Processing of large datasets from different sources.
  • Decision making in an automated fashion.

Cons

  • Performance, as some of the tasks run in batch.
  • Extensibility could take time for complex functionalities.
  • At least the cloud version should be more powerful in terms of processing.

Most Important Features

  • Next Best Action functionalities
  • Easy interface
  • Data integrations

Return on Investment

  • Reduced the manual effort due to introducing automation
  • Increased customer satisfaction
  • Enhanced personalization

Alternatives Considered

Adobe Experience Platform

Other Software Used

Adobe Campaign, Adobe Marketo Engage, Adobe Experience Platform

Related Products

Products similar to Pega Customer Service that may also meet your needs.
All comparisons
Salesforce Sales Cloud
CompareLearn more
Microsoft Dynamics 365
CompareLearn more
Oracle Siebel CRM
CompareLearn more