Pega Customer Engagement Suite: Use-Cases, Insights and Reviews | 2025 Cuspera

Name: Pega Customer Engagement Suite
Brand: Pega Customer Engagement Suite
Rating: 4.34 (318 reviews)

4.34 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Pega Customer Engagement Suite | Integrates customer analytics and business rules in real time, building deeper connections with customers

AI Powered

Pega Customer Engagement Suite Overview

Pega-Customer-Engagement-Suite and Pega products simplify enterprise complexities, delivering faster results. Real-time intelligence helps connect with customers effectively.

Use Cases

Customers recommend Engagement Management, Helpdesk Management, Communication Management, as the business use cases that they have been most satisfied with while using Pega Customer Engagement Suite.

Other use cases:

Workflow Management
Customer Case Management
Identify Target Customers
Measuring Customer Satisfaction
Channel Marketing
Campaign Management
Personalized Marketing

See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Improve Visibility are the most popular business priorities that customers and associates have achieved using Pega Customer Engagement Suite.

Other priorities:

Increase Customer Life Time Value
Acquire Customers
Launch New Products
Improve ROI
Manage Risk
Scale Best Practices

See all business priorities See less business priorities

Pega Customer Engagement Suite Use-Cases and Business Priorities: Customer Satisfaction Data

Pega Customer Engagement Suite works with different mediums / channels such as Phone Calls.

Pega Customer Engagement Suite's features include Personalization, and Bot. and Pega Customer Engagement Suite support capabilities include Phone Support, Email Support, Chat Support, etc. also Pega Customer Engagement Suite analytics capabilities include Analytics, and Custom Reports.

Reviews

"Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal." - Marcelo Claure

Pega Customer Engagement Suite, ShippingEasy, OKTA, xMatters, Expensify, etc., all belong to a category of solutions that help CRM. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Pega Customer Engagement Suite

Top Industries

Telecommunications
Insurance
Transportation/Trucking/Railroad

Popular in

Large Enterprise
Enterprise
Small Business

Pega Customer Engagement Suite is popular in Telecommunications, Insurance, and Transportation/Trucking/Railroad and is widely used by Large Enterprise, Enterprise, and Small Business.

Comprehensive Insights on Pega Customer Engagement Suite Use Cases

What Are the key features of Pega Customer Engagement Suite for Engagement Management?

How can Pega Customer Engagement Suite optimize your Helpdesk Management Workflow?

How efficiently Does Pega Customer Engagement Suite manage your Communication Management?

What Are the key features of Pega Customer Engagement Suite for Workflow Management?

What Are the key features of Pega Customer Engagement Suite for Customer Case Management?

8 buyers and buying teams have used Cuspera to assess how well Pega Customer Engagement Suite solved their CRM needs. Cuspera uses 318 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific CRM needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Marcelo Claure CEO Sprint	Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal. Testimonial By Marcelo Claure
Gino Cavallaro Executive Director ePlanning New South Wales Department of Planning, Industry and Environment	With Pega, we were able to work efficiently together with small groups of stakeholders including councils, state agencies, and industry, to design a fully integrated digital solution. Testimonial By Gino Cavallaro
Leana Kielkowicz Head of Decisioning BT	Thankfully, we made the right decision and we chose Pega for both brands…So a single, real-time decisioning brain powering the decisions across the two brands and multiple channels. Testimonial By Leana Kielkowicz

CUSTOMERS	TESTIMONIALS
Marcelo Claure CEO Sprint	Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal. Testimonial By Marcelo Claure
Gino Cavallaro Executive Director ePlanning New South Wales Department of Planning, Industry and Environment	With Pega, we were able to work efficiently together with small groups of stakeholders including councils, state agencies, and industry, to design a fully integrated digital solution. Testimonial By Gino Cavallaro
Leana Kielkowicz Head of Decisioning BT	Thankfully, we made the right decision and we chose Pega for both brands…So a single, real-time decisioning brain powering the decisions across the two brands and multiple channels. Testimonial By Leana Kielkowicz

Case Studies

Apparel & Fashion

CASE STUDY Athletic footwear leader

Pega helped a global athletic footwear leader cut process lead time from 200 hours to 18 minutes. The company faced slow, manual order management and frequent errors. Pega's intelligent automation st...reamlined order capture, validation, and logistics. The solution improved customer engagement and satisfaction. Time spent changing and checking orders dropped sharply.

Insurance

CASE STUDY Aflac

Pega helped Aflac automate email processing for over 3,000 emails each week. The solution used natural language processing and AI to improve response times. Aflac eliminated manual processes for agen...ts and bridged the gap between technology and business teams. The new system made service faster and more customer-focused. Aflac now delivers better service while reducing costs.

Government Administration

CASE STUDY ANAH (French National Agency for Housing)

Pega helped ANAH build a new housing grant application platform. ANAH needed to process 650,000 applications, up from 70,000. They worked with Pega and Capgemini to transform their process. The new p...latform was fully deployed in two years. ANAH increased applications processed by 9 times. The project supported France's environmental housing goals.

Utilities

CASE STUDY AGL Energy

Pega helped AGL Energy create a single platform for customer engagement. AGL used advanced technology and data analytics to personalize every customer interaction. The new system gave real-time, auto...mated reporting to over 200 staff. AGL saw a 75% reduction in cost per opportunity. The solution helped AGL build stronger customer relationships and support its clean energy goals.

CASE STUDY Air Europa

Pega helped Air Europa unify the passenger journey on a single platform. Air Europa faced challenges with siloed systems and inconsistent customer experiences. Pega enabled real-time personalized mes...sages and improved transparency across channels. The airline now manages all passenger interactions from bookings to baggage claims. This transformation increased control and consistency for both customers and call center agents.

Banking

CASE STUDY Commonwealth Bank of Australia

Pega Customer Decision Hub helped Commonwealth Bank of Australia build a Customer Engagement Engine. The bank wanted to create deeper, more personal relationships with 10 million customers. Pega's so...lution delivered real-time decisions in under 200 milliseconds. Staff used it to have 50 million next best conversations across 18 channels. This improved customer engagement in branches, contact centers, and digital channels.

More Pega Customer Engagement Suite Customer Stories...

Video

Pega Infinity '23 Update: What's New in Pega Customer Service '23

Peers used Pega Customer Engagement Suite for engagement management and helpdesk management

Pega Customer Engagement Suite Competitors

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Pega Customer Engagement Suite Features

Low
Medium
High

FEATURE	RATINGS AND REVIEWS
AI Powered	4.46/5 ★ Read Reviews (10)
Analytics	4.57/5 ★ Read Reviews (29)
Custom Reports	4.39/5 ★ Read Reviews (23)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.46/5 ★ Read Reviews (10)
Analytics	4.57/5 ★ Read Reviews (29)
Custom Reports	4.39/5 ★ Read Reviews (23)

Software Failure Risk Guidance

for Pega Customer Engagement Suite

Overall Risk Meter

Low Medium High

Top Failure Risks for Pega Customer Engagement Suite

Pegasystems Inc. News

Financial 06/10/2025

Pega to Announce Financial Results for the Third Quarter of 2025 and ...

Pegasystems Inc. will announce its financial results for Q3 2025 on October 21, 2025, followed by a conference call and webcast on October 22, 2025. The event will be accessible to the public and investors, with a replay available on the company's website.

Product 24/09/2025

Pega Releases Infinity '25

Product 23/09/2025

Pega Launches Industry's First Agentic Enterprise Transformation ...

Pegasystems Inc. has launched Pega Infinity '25, an AI-driven enterprise transformation platform. This platform integrates creative AI for design and semantic AI for runtime, enhancing legacy system modernization. Key features include Pega Blueprint for legacy analysis, runtime agents for execution, and improved collaboration tools. Pega Infinity '25 is available for Pega Cloud customers, with Pega Agentic Process Fabric launching next month.

Product 23/09/2025

Pega Launches Industry's First Agentic Enterprise Transformation Platform - Yahoo Finance

More Pega Customer Engagement Suite News...

Pegasystems Inc. Profile

Company Name

Pegasystems Inc.

Company Website

https://www.pega.com/

Year Founded

2017

HQ Location

One Rogers Street Cambridge, MA 02142-1209 U.S.A

Employees

5001-10000

Social

Financials

IPO