SharePoint and Microsoft technologies are used, along with Power Apps, Power Automate, and Power BI, which are citizen development tools.

We have a customer service application for customer service in a smaller group, and for most purposes, we use the direct platform.

It is a unified channel that depends upon the business. We do not use all channels, but we leverage them wherever they are applicable.

The interface is intuitive and depends upon the business. Whenever there is a request for information, we come up with a design and then provide the opportunity to see if it is usable or if they would prefer it in another fashion. Out of the box, it is acceptable.

It has all the features required for supporting the customer service side. Although we are not using the voice feature, it gives people the flexibility to interact and get real information. Real-time information is available.

It includes both a dashboard and the customer service front desk UI.

Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us.

From the implementation side, it is still at the higher end. However, I do not have much insight on the licensing point.

I have been using this for more than twenty years.

We did not have any issues. They were very good and the issues got resolved on time. There were no glitches and everything is perfect.

As of now, we are not experiencing scalability issues. We are proposing certain solutions using it, but we are not yet utilizing that.

I do not need to do much, as it is just enabling that particular channel.

Pega Customer Service is used.

As of now, I did not see anything else working better for us. We are not using alternate solutions.

The initial setup is not a big deal. Everything is on the cloud and it is just a click away, so there is no significant challenge there.

The implementation complexity was addressed during implementation.

Since these are internal applications, we do not track ROI.

The setup cost depends upon the business. We do not use all channels, so it depends, but we leverage them wherever they are applicable.

Currently, we are not leveraging alternate solutions because we are on the lower version of Pega and not the latest version. Once we do an upgrade, then we will consider them.

The organization uses internal applications. The overall review rating for this solution is nine out of ten.

I worked on customer service management. It's primarily used in the service area.

The customers have a lot of service requests and projects, such as changing addresses, checking inbox or balance summaries, viewing transactions, changing phone or email details, enrolling accounts, and managing user IDs or customer information. All of these fall under the service portal in Pega Customer Service.

We have automation, we primarily focus on building our own automation processes. There are two key aspects to this:

Firstly, each web application bundle (WAB) may have unique implementation details, leading to variations in automation across different events.

Secondly, we leverage Pega's artificial intelligence capabilities to create blueprints. These blueprints act as guides, providing insights into specific domains and their use cases.

For instance, if you input a particular domain, Pega's AI will analyze and present relevant use cases, processes, case scenarios, and other pertinent information.

There are different categories of features.

• One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features.

• Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions.

There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

Pega can automate the creation of permissions. The licensing cost could also be improved.

For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place. Pega said they might be developing more features where we can utilize AI.

I have been using it for five years.

It is a stable product.

Pega Customer Service is scalable. We have big customers.

The customer service and support are good. It seems to be a bit supportive as well.

We work with the core Pega technology, which comes with a framework that has been better. That is the reason why we chose Pega.

The initial setup was straightforward for us. It was done on the client side.

Pega Customer Service helped to improve revenue growth.

I would recommend it.

Overall, I would rate the solution an eight out of ten.

Pega Customer Service is easy to use. It is very interactive and has many AI features, helping us with intelligent decision-making.

The product's pricing needs improvement. Additionally, it could be customizable as one size doesn't fit diverse requirements. They should invest in marketing and reach more potential customers.

I have used Pega Customer Service for a year.

The product has good stability.

The product is scalable. It works efficiently for changing existing features.

The technical support team is responsive, customer-friendly, and knowledgeable.

Pega Customer Service can be deployed on the cloud. It takes more than a week to complete the setup process.

I rate Pega Customer Service an eight out of ten. I want to stay neutral in terms of advice to other users. The purchase decision depends on the business goals they want to achieve and the overall budget. It is a costly product, and all businesses would consider saving money.

We use Pega Customer Service for telecom, supply chain management, and insurance.

The most valuable feature of the solution is case management and different configurations.

Pega JVM function needs to be improved.

I have been working with the solution for four years.

The tool is stable.

Pega Customer Service is scalable.

The support quality is good if it is routed to the respective support team.

Pega Customer Service is a no-code/low-code tool.

The tool's pricing is flexible, and I rate it four to five out of ten.

Pega Customer Service has good integrations. I rate it nine out of ten.

The most valuable feature of the solution is that it helps with the automation of end-to-end journeys for its users. Currently, with the solution's AI, it can respond, detect the voice of a person, or narrate a story to a customer. In simple words, the solution can speak with the customer like a real human being, and if they are not satisfied with the responses from the solution, further enhancements can be made in the AI training and models, the advantages of which can be leveraged at later stages. If a person is not at all satisfied with the responsibility of the solution, then a real human interaction would be required. The solution can also read through the emails and conduct a sentiment analysis based on the customers' responses, which may be on a positive or negative note. The solution can also provide users with suggestions on what needs to be done next.

The solution's pricing model might result from a strategic decision made by Pega and may not change based on the suggestions from its users. Clients are willing to pay for Pega since it provides them with the needed services. The only concern I have seen about the product is its prices. Pricing is an area that needs improvement.

I have been using Pega Customer Service for nine years. My company has a partnership with Pega.

The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users.

The setup phase of the solution comes under a certain framework of Pega. Firstly, you need to install Pega, and then you install Pega Customer Service on top of it. The complexity of the solution's complexity setup phase remains the same across most of the products from Pega since one needs to install the original product initially, after which an additional deployment process must be followed. The setup phase until reaching the additional deployment process is a bit complex, but when the additional deployment starts, it is fine since we have the base product installed.

The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of users or the number of cases that an end user creates. Though the pricing and license in models of the solution are kept simple, the price of the world solution is high. Even if you go ahead and purchase Pega Customer Service, you need to purchase Pega's base product, the cost of which is high.

I really appreciate the fact that Pega Customer Service is growing right now with the introduction of the latest AI features, including modern gen AI, email, and sales automation features. Overall, Pega Customer Service is the leader in the market because it has features that differentiate it from the other tools in the market and adds value to its users since, nowadays, most people prefer AI since they are closely related to it. The biggest benefit of the solution stems from the fact that it is a combination of various solutions that makes it a complete tool for me. Pega Customer Service is one of the very good strategic tools in the market. Pega Customer Service is a great game-changer solution for the BPO industry.

I believe that the solution's interface is good as it is used mostly by the internal users in our company. For businesses, it is a good tool. I won't comment much about the product's UX part. The product fits fine for the use cases it is meant to use. With Pega BPM, there are problems that an end user may face since it may not fit fine for their use cases.

I recommend Pega Customer Service for bigger companies, not smaller ones. I would suggest solutions based on cloud systems to be a good fit for smaller companies.

I rate the overall solution around nine and a half to ten out of ten.