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, ServiceNow and others in CRM Customer Engagement Centers."It also reduces the duration per call, and it ensures a first time resolution of the issue."
"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 product's deployment phase was easy."
"The case management feature is really valuable."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"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."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"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 features are the loops to lookup tables to read the data."
"Pega is very mature. It's very old. They have grown with time, and they have learned. Other robotic process automation solutions are basically focused on only doing the automation, whereas Pega also gives you a workflow system so that you can create a workflow."
"Pega Robotics offers all the required features to build end-to-end process automation like any other similar tools. It's unique development style using data line and control flow line makes it easy to debug through the flow."
"It was very smooth and very seamless to create automations."
"Pega is also broadening its landscape by building on top of PRPC (CRM, EPC, etc.), and with a cloud offering available, it is a genuine contender to compete with Salesforce."
"It is really flexible in what it can do."
"If you want to make any kind of base automation, you can easily code exactly what you want."
"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."
"The UI is lagging and needs to be improved."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The UI should be improved."
"The solution has room for improvement around decisional and real-time data analysis."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"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."
"In Pega, the UI has to be improved because that is the most challenging area that most of our customers ask for because we have to depend on some other React JS or some other tool to bring that kind of UI experience. So, there is a lot of room for improvement in terms of UI and UX."
"You cannot use a two-dimensional array to read the data."
"It's difficult not knowing when alerts will arrive."
"Rule versioning and deployment to enable parallel development could still be improved"
"The ease-of-use could be improved."
"The OCR capabilities of the solution could be improved."
"Excel connectors need to be improved as there are a few connectors in Excel areas."
"The orchestration needs to be better."
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Pega CRM is ranked 6th in CRM Customer Engagement Centers with 10 reviews while Pega Robotic Process Automation is ranked 9th 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, HubSpot CRM and Vlocity, whereas Pega Robotic Process Automation is most compared with UiPath, Blue Prism, Automation Anywhere (AA), Microsoft Power Automate and WorkFusion.
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