- 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

- 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.

- 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.

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.

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.

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.

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.

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

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.

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

Overall, Pega is an ideal solution for organizations with complex needs and deep data sets that need to stay in touch with their constituents or customers. The beauty of Pega is the flexibility of the platform. I'm happy to say we have ZERO custom code and even though we're not quite live, we have already gone through an upgrade with ZERO problems with compatibility.

For a mid-sized nonprofit, Pega is a lifesaver. Sure, Microsoft Dynamics and SalesForce Cloud provide key CRM functionality at a reasonable price -- but both require significant and ongoing investments in consulting time, something that is tough for nonprofits to budget for. With Pega CRM, we are able to gain an enterprise-scale CRM solution PLUS a business process automation tool that can (eventually) be administered internally.

Our implementation partner, Serendebyte, was not ideal. We had multiple challenges with attempting to get them to complete the agreed-upon scope. Word to the wise, no matter what the sales team says, take the time to bring your implementation team onsite before you agree to use them. Don't even trust a phone call! We didn't get the same team we talked to in the partner interview, and it showed.

My overall experience with Pega has been wonderful.

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.

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.

Overall, I have had a very good experience using Pega as a tool and would definitely recommend it to my colleagues.

The case management feature is very convenient to use. The user interface is very intuitive. Provides support to both front end and back end applications

So far not many. Pricing structure can be made better as compared to the competitors. Better customer support.

It is just great after you've transitioned into learning how it works.

After getting the hang of Pega, it changes the traditional BPMN techniques with rather advanced charts to help the users.

Learning Pega was a challenge, it doesn't use traditional BPMN and also forming processes has a completely different way, but it provides with a lot of reference material.

I see many issues when it comes to the performance and UI of the applicaiton and the features what PEGA is providing is amazing.

Features

Performance

Pega's version 7 fro sales force automation (SFA) is a big change from prior versions and has a UI that competes with leading SFA CRM Salesforce.

Unable to work well with Salesforce really need to see the complete 360 of the customer. Would like seamless integraion

It is a very nice software tool which can be used for CRM. It is very Dynamic and flexible to operate the tool. This can be easily operated with zero coding knowledge.

Integrations with other software and connections to email server is not secure and is little complex. All these features are available with extra costs since it requires a custom development.