Pega offers is a customer experience software that offers customer engagement and digital process automation solutions. Its features include artificial intelligence (AI) operational decisions, case management, chatbots, workforce intelligence, robotic automation, unified digital messaging, AI-guided interactions, customer service desktop, and more. In this article, we cover Pega reviews and pricing. Ready to get started? Get a free trial.
Pega pricing for customer service is based on actual usage which is customizable depending on the business needs. It is categorized into three editions: Case Management (starts at $97/user/month), Enterprise (starts at $165/user/month), and Digital Customer Engagement (starts at $295/user/month).
|Digital Customer Engagement|
The main difference between the editions is access to advanced features such as customer surveys, knowledge management, omnichannel engagement, built-in AI, mobile client, and more.
Pega also offers other solutions for sales automation (starts at $140/user/month), marketing (customized), and customer decision hub (customized).
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Summary of Positive Pega Reviews
Users who gave Pega a positive review said that it has a user-friendly drag-and-drop interface for mixing different process automation apps. They added that its robotic automation helps streamline their onboarding and financial systems in place. Some mentioned that it has seamless data integrations with third-party software.
One user who gave Pega a positive review on TrustRadius said that he was able to build customized apps to fit his business’ needs without much coding knowledge. He added that the ability to mix different apps help him come up with a customized solution for his business needs. He also shared that the platform’s browser-based nature enables him to access it on any computer.
Summary of Negative Pega Reviews
As of the date this article was written (June 14, 2019), there are very few negative Pega reviews available online. However, some users complained about unexplained jargons in the program which they found difficult to understand. Some also reported that there were significant changes in the user interface and developer limitations after software updates.
Check out the list below of some of Pega’s features:
- Unified digital messaging
- Real-time omnichannel AI
- AI-guided interactions
- Dynamic case management
- Robotic desktop automation
- Contextual digital self-service
- Customer service desktop
- And more
Can Pega users communicate with customers through different channels?
Yes. Pega users have access to a unified digital messaging tool called In The Chat. This platform gives them access to text, live chat, email, chatbot, and social media interactions in order to reach out to their customers.
Can Pega help optimize interactions with customers?
Yes. Pega has a feature called AI-guided interactions that can monitor and analyze top-performing agents’ behavior. Based on this, it can recommend best practices to improve customer interaction. Furthermore, it uses predictive analytics and self-learning adaptive models to anticipate the needs of every customer in order to deliver a personalized approach.
Here is a list of some of Pega’s popular integrations: