Pega Customer Service
PegasystemsReviews from AWS customer
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Interactive and easy to navigate.
What do you like best about the product?
Interactive and easy to navigate. Easy on the options available and the connectivity through for the end customer / business organization.
What do you dislike about the product?
Not happy with the possible customization available for the user / administrator.
What problems is the product solving and how is that benefiting you?
Helping in handling the requests for help desk support for partner organizations. Able to be more productive with the support options provided to customers.
Communication Made Easy With The Help of Pega Customer Service
What do you like best about the product?
The positive point which I liked that it supports multiple communication channels from email, phone, chat and social media as well providing consistent service.
What do you dislike about the product?
Limited Customisation is something which can be improved as it offers very less customisation also integration part is not easy, its a complex and time consuming process requiring good knowledge.
What problems is the product solving and how is that benefiting you?
Mega Customer Service Management has allowed us to engage with the customers across multiple channels and providing efficient communication and helping to improve customer satisfaction.
Customers crave personalization : Pega CS is at your service
What do you like best about the product?
The level of personalization is based on analytics and is high. Multiple methods of customer interaction are also good to have
What do you dislike about the product?
The licensing cost is high. So the amount of money you spent per customer interaction is higher than average.
What problems is the product solving and how is that benefiting you?
It provides you the essence of the customer's current mood. Helps you with giving probable responses.
It helps in dealing efficiently with customers using multiple communication options.
It helps in dealing efficiently with customers using multiple communication options.
A complete CS solution
What do you like best about the product?
The fact that Pega CRM is seamlessly integrated with pega prpc helps us toggle between our core application and access the customer service portal.
The CS has multiple options such a integrated call option, pega chat that can be accessed to provide live support.
But more importantly it has helped in proactive support rather than reactive support.
We could automate our initial interaction with customers via chat bots that were configured to drive Intuitive communication and for specifics we transfer over to live agents.
This has been a great value add
The CS has multiple options such a integrated call option, pega chat that can be accessed to provide live support.
But more importantly it has helped in proactive support rather than reactive support.
We could automate our initial interaction with customers via chat bots that were configured to drive Intuitive communication and for specifics we transfer over to live agents.
This has been a great value add
What do you dislike about the product?
The separate pricing model on top of the license fees we pay for the prpc and open span rpa. This comes with a premium.
Call integrations can be better. We could not use it for some integration issues in our app.
Call integrations can be better. We could not use it for some integration issues in our app.
What problems is the product solving and how is that benefiting you?
Issue of disjoint and separate solutions for customer service domain.
This provides a comprehensive end to end solution at one place to set up a customer aiding platform that doesnt actually drain the support agents.
Instead of being on 2- 3 different applications, we now have to just log in to pega platform. Even our base product which we support is built on pega so...that has been the biggest gain for us.
2ndly the reporting and data presentation has been great on this platform
This provides a comprehensive end to end solution at one place to set up a customer aiding platform that doesnt actually drain the support agents.
Instead of being on 2- 3 different applications, we now have to just log in to pega platform. Even our base product which we support is built on pega so...that has been the biggest gain for us.
2ndly the reporting and data presentation has been great on this platform
Quite Advanced , User Friendly and Low Code
What do you like best about the product?
Calling Feature, Reply Prediction, Messaging Service, Live Chat , IVR
What do you dislike about the product?
A little bit costlier than counterparts.
Sometimes gets into trouble while handling high call volumes if the infra is weak
Sometimes gets into trouble while handling high call volumes if the infra is weak
What problems is the product solving and how is that benefiting you?
Customer Service, BPO , Tickets Management, Incident Management, Customer Delight, Issue Resolution
Pega Customer Service fulfill basic needs seamlessly
What do you like best about the product?
Satisfactory results with focus to be made on improving new feature and support system.
All the required tools required for customer service and satisfaction such as ticketing system and the follow up pipeline is well built and the software has seamless integration with different systems which inturn has benefited us by maximum resolution.
All the required tools required for customer service and satisfaction such as ticketing system and the follow up pipeline is well built and the software has seamless integration with different systems which inturn has benefited us by maximum resolution.
What do you dislike about the product?
The new feature roll out is very slow and they need to improve customer service quite a lot as we have to wait in queue for a long time on call.
Apart from this we find it satisfactory.
Apart from this we find it satisfactory.
What problems is the product solving and how is that benefiting you?
Pega is super easy to use and navigate. It pre-generates our call script so we don't have to remember what we have to say to a member.
Most industry require the customer facing capabilities and this product delivers the same.
Most industry require the customer facing capabilities and this product delivers the same.
Technogy
What do you like best about the product?
the features available are very useful to find information about technology
What do you dislike about the product?
sometimes useless ads appear, preferably improved ad quality
What problems is the product solving and how is that benefiting you?
looking for information about technology, and very useful for me
The best yet for virtual assistance
What do you like best about the product?
The company has a good reputation works globally has room for professional growth and is good for virtual assistants
What do you dislike about the product?
There is nothing i do not like although it would be better if they were uk based
What problems is the product solving and how is that benefiting you?
We can use the virtual assistant to take messages over the weekend so staff can be free to continue their work
Pega Customer Service industry framework
What do you like best about the product?
360 degree view of your customer, audit history, omni channel case processing, use of intelligent virtual assistant which internally uses Machine Learning and Artificial Intelligence capabilities to route and even process customer requests.
What do you dislike about the product?
Nothing as such to dislike as its a very matured and evolved industry framework, especially in Financial Services domain.
What problems is the product solving and how is that benefiting you?
Its a one stop shop for your organization's customers. There will be OOTB service types and will have ability to build your own case types to serve your customer.. all under same umbrella
Recommendations to others considering the product:
Highly recommended to organizations whose business are customer sensitive and need to support its customers by going extra way.
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