About Pega CRM

Pega CRM is an enterprise-level customer relationship management (CRM) solution by Pegasystems that integrates sales, marketing and customer service capabilities into one solution. It also offers end-to-end automation and real-time artificial intelligence capabilities to drive insights around customer engagements. Pega CRM's marketing feature provides tools to recognize and analyze customers' behavior and suggest the next best action for each customer. It can capture and connect customer's conversations across multiple channels to anticipate and stimulate their journey. The Sales Media Manager feature helps in identifying possible leads and opportunities within the sales pipeline. The solution supports integration with Outlook, Gmail and other Email service provide...
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Pega CRM User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

3.5

Customer support

3.5

Functionality

4

Showing 1 - 5 of 13 reviews

User Profile

Robel

Verified reviewer

Company size: 51-200 employees

Industry: Environmental Services

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

August 2018

PEGA review

- I enjoy using PEGA CRM, very efficient, fast, rarely crashes and allows me to give a customer a great customer service experience over the phone

Pros

- Rarely crashed and was very efficient in processing customer credit card requests. Took me only 1 day to be comfortable with software, was used to handle maintenance and changes of credit card accounts for TD Canada Trust bank.

Cons

- Certain processes for a customer couldn't be done in PEGA and another software had to be used (for example removing an overlimit block on customer credit card). Would be improved if all processes can be done through PEGA software.

Anonymous

Company size: 501-1,000 employees

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

August 2019

Build your application quickly

I use this tool daily to develop a CRM for a client in the area of tourism. Based on the processes defined by the business area of the company, we have designed and built the logic using the components provided by Pega to save time building the application.

Pros

You can develop a web application from 0 without writing a single line of code. With its model-based approach it allows you to diagram your processes and from there build all the logic that your application needs. It has a wide range of prefabricated components with the best practices which reduce the chances of errors and reduce built time.

Cons

To solve very specific needs of your application you need to adapt to the limits of this tool since you do not write code in it. Likewise, its continuous integration must be improved since working with branches makes it difficult to make the merge of the work of several people.

Anonymous

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
2

Ease-of-use

out of 5
1

Value for money

out of 5
1

Customer support

out of 5
2

Functionality

out of 5

April 2018

Give this one a pass

Pros

There are deep cases where a product like Pega would thrive. However, increasingly these feel like edge cases as the market is very mature now. Works very well with legacy data and can be fairly easily customized for a specific client interaction type.

Cons

It is easily the hardest application to work with that I have ever supported. Pega itself provides little insight into changes and things like secure connections to email servers. Everything is an extra cost, every feature requires custom development. It was pitched as a turnkey solution but has been anything but

Kerry-ann

Company size: 501-1,000 employees

Industry: Insurance

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

September 2021

Pega CRM

My overall experience with Pega has been wonderful.

Pros

The windows of communication are awesome, The security to interact with departments to sync with each other to provide a more meaning full and accurate decision making before getting back to the caller.

Cons

Certain data may have human flaws, such as grammar or old updates that may not be completely relevant to the caller or customers now status.

Anonymous

Company size: 10,000+ employees

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

May 2019

Enterprise Level CRM Tool by Pega systems

Pros

1. The software has customer service modules also integrated along with usual sales, marketing and CRM functionalities. 2. Multi-channel customer recognition capacities to provide complete data capture capabilities. 3. Since Pega is mainly BPM centric, a large number of clients have been able to find eligible use case an implemented Pega.

Cons

Making customization can be quite challenging technically and also later maintenance also may become cumbersome.

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