"It's scalable, it's fast, and it is very robust."
"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."
"Its scalability means that it is not a simple 'install and forget' setup."
"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."
Earn 20 points
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.
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