Pegasystems Inc.

Pega Customer Service

Composite Score

8.0 /10

CX Score

8.2 /10

11 Reviews Write a Review

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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.

89 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.

+100 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?

12% Negative

0% Neutral

88% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Feature Ratings

Average 91

Customer Service Knowledge Management

100

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Multi Channel Support

Agent Collaboration

Contact Center Integration

Agent Scripting

Customer Community Management

Customer Self Service Capabilities

Mobile Customer Care

Vendor Capability Ratings

Average 84

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Data Integration

Breadth of Features

Vendor Support

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of Customization

Ease of IT Administration

Availability and Quality of Training

Pega Customer Service Reviews

Anudeep N.

Role: Information Technology
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2025

Quality Customer Service Framework

Likeliness to Recommend

8 /10

What differentiates Pega Customer Service from other similar products?

Pega incubates the AI features which helps the customer care person to know about to analyze the customer problem in detail. and it provides the Pega core templates which enables to build the dashboards quickly and smoothly

What is your favorite aspect of this product?

The dashboard for the customer care people will have all the features including AI features and the knowledge base for the customer about the issue will mostly available with the resolution they can access quickly and easily..

What do you dislike most about this product?

The Upgrades are not so smoother for newer versions and as it has more features it takes more time to understand for the person who operates about it.

What recommendations would you give to someone considering this product?

Pega customer service provides all features including AI analyzing and providing solution from knowledgebase with in a short span this makes Pega customer service framework a right choice to choose.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

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

Pega Customer Service

What is Pega Customer Service?

Company Details

Book a Free Demo Today!

Pega Customer Service Ratings

89 Likeliness to Recommend

100 Plan to Renew

75 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+100 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.

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

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

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

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

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

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

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

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).

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

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.

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.

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 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 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.

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.

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.

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

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.

Pega Customer Service Reviews

Anudeep N.

Quality Customer Service Framework

Likeliness to Recommend

Pros

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

Feature Ratings

Customer Service Knowledge Management

Intelligent Search

Customer Service Workflow Management

Analytics and Reporting

Multi Channel Support

Agent Collaboration

Contact Center Integration

Agent Scripting

Customer Community Management

Customer Self Service Capabilities

Mobile Customer Care

Vendor Capability Ratings

Quality of Features

Usability and Intuitiveness

Business Value Created

Ease of Data Integration

Breadth of Features

Vendor Support

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of Customization

Ease of IT Administration

Availability and Quality of Training