We performed a comparison between Pega CRM and Pega Robotic Process Automation based on real PeerSpot user reviews.
Find out what your peers are saying about Microsoft, Salesforce, Oracle and others in CRM Customer Engagement Centers."The product's deployment phase was easy."
"The case management feature is really valuable."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"The solution is very easy to use."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"It helped cut short the release cycle by almost 40% compared to the previous solution."
"We have a very large operational team and we are able to avoid mistakes and ensure accuracy and speed using Pega."
"The tech support is highly available and there is plenty of online training available."
"Pega Robotic Process Automation's most valuable feature is that it is robust. Additionally, they have plenty of online documents that are good and Pega Academy is helpful, they are doing a great job. They give training on practical use cases. They take domain use cases, and they are great."
"The most valuable aspect for myself was access to the .net framework. If I couldn't figure something out using the objects that they had provided, I could bring in the .net objects and do so using similar logic that I would in a .net or C sharp coding language. Having that familiarity was helpful."
"It is really flexible in what it can do."
"Its stability has been good."
"The low-code/no-code development aspect of the solution is great."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The UI should be improved."
"The solution has room for improvement around decisional and real-time data analysis."
"The UI is lagging and needs to be improved."
"The handwritten structured and semi-structured data recognition accuracy is much lower and is an area that definitely needs to improve."
"The orchestration needs to be better."
"There have been some scenarios where the bot was not able to replace some of the controls and could not recognize and personalize the task we wanted to automate."
"It is still a niche skill and resources are scarce in the market unless big IT companies are involved."
"Pega Robotic Process Automation scalability is too low."
"I feel like it doesn't get updated frequently enough. There aren't a lot of new features or a clear roadmap for future improvements."
"It's difficult not knowing when alerts will arrive."
"The OCR capabilities of the solution could be improved."
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Pega CRM is ranked 7th in CRM Customer Engagement Centers with 10 reviews while Pega Robotic Process Automation is ranked 10th in Robotic Process Automation (RPA) with 22 reviews. Pega CRM is rated 8.0, while Pega Robotic Process Automation is rated 7.6. The top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". On the other hand, the top reviewer of Pega Robotic Process Automation writes "Great for UI creation, helpful support services, and reliable". Pega CRM is most compared with Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX, Salesforce Sales Cloud and Amdocs CRM, whereas Pega Robotic Process Automation is most compared with UiPath, Blue Prism, Automation Anywhere (AA), Microsoft Power Automate and WorkFusion.
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