Avaya IX Contact Center vs Pega CRM comparison

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Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It's scalable, it's fast, and it is very robust."

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"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal.""We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors.""It also reduces the duration per call, and it ensures a first time resolution of the issue.""Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly.""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 case management feature is really valuable.""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."

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Cons
"Its scalability means that it is not a simple 'install and forget' setup."

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"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo""It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive.""The UI is lagging and needs to be improved.""They should enable the data-driven streaming feature inside it.""Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model.""The solution has room for improvement around decisional and real-time data analysis.""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."

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Pricing and Cost Advice
  • "Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."
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  • "It is expensive."
  • "We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
  • "The pricing is on the higher side."
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    Top Answer: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… more »
    Top Answer:Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model.
    Top Answer:I use Pega CRM, customer service, Pega Constellation, the framework, like, the Pega underwriting for insurance and all. Pega CRM is used for multiple clients, primarily in customer service. When calls… more »
    Ranking
    5th
    Views
    552
    Comparisons
    488
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Views
    289
    Comparisons
    217
    Reviews
    5
    Average Words per Review
    470
    Rating
    8.4
    Comparisons
    Also Known As
    Avaya Call Center, Avaya Intelligent Xperiences Contact Center
    Chordiant
    Learn More
    Pega
    Video Not Available
    Overview

    Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

    • Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers.
    • Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
    • Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
    • Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.
    Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.
    Sample Customers
    RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos
    The State of Maine, Aegis, Aegon, AIG Japan, ING
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company14%
    Financial Services Firm13%
    Wholesaler/Distributor9%
    Government7%
    VISITORS READING REVIEWS
    Financial Services Firm23%
    Computer Software Company14%
    Real Estate/Law Firm7%
    Government6%
    Company Size
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise10%
    Large Enterprise73%
    REVIEWERS
    Midsize Enterprise22%
    Large Enterprise78%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise70%

    Avaya IX Contact Center is ranked 5th in Contact Center Platforms while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 9 reviews. Avaya IX Contact Center is rated 10.0, while Pega CRM is rated 8.2. The top reviewer of Avaya IX Contact Center writes "Offers scalability that will grow with the needs of our business". On the other hand, the top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". Avaya IX Contact Center is most compared with Aspect Via, Amazon Connect, Genesys Cloud CX and Cisco Finesse, whereas Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Genesys Cloud CX, Siebel CRM and Vlocity.

    We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.