Pega Customer Engagement Suite Overview

This is a summary of the comprehensive capabilities and benefits of Pega Customer Engagement Suite based on over 318 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.

Pega Customer Engagement Suite, 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.

Do you need to check if Pega Customer Engagement Suite is right for your needs? Our Cuspera AI engine can evaluate how Pega Customer Engagement Suite fits your specific business needs, industry, and context. Get your personalized assessment report today.

Pega Customer Engagement Suite supports business activities such as:

  • Engagement Management
  • Helpdesk Management
  • Communication Management
  • Workflow Management
  • Customer Case Management

Pega Customer Engagement Suite can help you with many business goals, such as Enhance Customer Relationships, Improve Visibility, Increase Customer Life Time Value, Acquire Customers, Launch New Products, etc. It can help manage these activities if you use Phone Calls for these needs. As a solution, Pega Customer Engagement Suite's capabilities include Personalization, and Bot.

Pega Customer Engagement Suite was founded in 2017. Telecommunications Vertical is its biggest customer base.

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

Cuspera Reviews

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.

Business Priorities

Enhance Customer Relationships and Improve Visibility are the most popular business priorities peers 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

Use Cases

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

Read Peer Reviews and Expert Experience for Business Use Cases

BUSINESS USE CASES RATINGS CUSTOMER AND EXPERT EXPERIENCES
Engagement Management

4.56/5 ★

Read Reviews (50)

"...I love the ease of use and customer interaction is easier...."
engaging and following up

4.39/5 ★

Read Reviews (21)

"...With this single view of the traveler, Air Europa is ready to personalize the engagement with the customer on a 1:1 basis through multiple channels with contextual and personalized offers for ancillaries and tailored destinations...."
Helpdesk Management with Phone Calls

4.75/5 ★

Read Reviews (10)

"...90-day call center implementation 14% reduction in post-paid churn 800% increase in customer upgrades ..." Case Study Sprint
Communication Management with Phone Calls

4.66/5 ★

Read Reviews (9)

"...Provides operational reporting capabilities to track call volumes across queues and channels...."
tracking & monitoring communications

3.88/5 ★

Read Reviews (2)

"...Provides operational reporting capabilities to track call volumes across queues and channels...."
PEER EXPERIENCES
Engagement Management

4.56/5 ★

Read Reviews (50)

"...I love the ease of use and customer interaction is easier...." Peer review by Administrator
engaging and following up

4.56/5 ★

Read Reviews (21)

Helpdesk Management with Phone Calls

4.75/5 ★

Read Reviews (10)

"...90-day call center implementation 14% reduction in post-paid churn 800% increase in customer upgrades ..." Case Study Sprint
Communication Management with Phone Calls

4.66/5 ★

Read Reviews (9)

"...Provides operational reporting capabilities to track call volumes across queues and channels...." Peer review by Manager in Information Technology
tracking & monitoring communications

4.66/5 ★

Read Reviews (2)

15+ more Business Use Cases

Our AI advisor, Wyz, harnessed 318 insights from peers and experts to help you assess how these Pega Customer Engagement Suite use cases fit your 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

Jason Barbrow

Senior Vice President, Customer Retention

SiriusXM

We're operating on a speed that we've never seen before. Today, we use Pega to drive dynamic scripting and offer presentment based on consumer streaming usage, radio type, and the package that they're on. Testimonial By Jason Barbrow

Sandra Lenis

Director of Products & Customers

Air Europa

Our world revolves around our customers. To be able to identify, personalize, and manage all our interactions, for all of our passengers, from one platform is truly transformational. Testimonial By Sandra Lenis
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

Jason Barbrow

Senior Vice President, Customer Retention

SiriusXM

We're operating on a speed that we've never seen before. Today, we use Pega to drive dynamic scripting and offer presentment based on consumer streaming usage, radio type, and the package that they're on. Testimonial By Jason Barbrow

Sandra Lenis

Director of Products & Customers

Air Europa

Our world revolves around our customers. To be able to identify, personalize, and manage all our interactions, for all of our passengers, from one platform is truly transformational. Testimonial By Sandra Lenis

Case Studies

COMPANY CASE STUDIES
Case Study Air Europa

How Air Europa chose Pega as their single platform to unify every step of the passenger journey, managing every interaction from bookings to baggage claims.

Read More
Case Study BCBS NC

How BCBS NC drives business value with bots

Read More
Case Study Sprint

Learn How Sprint launches personalized retention processes in just 90 days

Read More

Based on peer insights

Cuspera recommends Pega Customer Engagement Suite for

Use Cases Engagement Management , Helpdesk Management , Communication Management
Medium Phone Calls
Features Personalization, Bot
Business Priorities Enhance Customer Relationships, Improve Visibility, Increase Customer Life Time Value
Industries Telecommunications, Insurance, Transportation/Trucking/Railroad

Popular Business Setting

for Pega Customer Engagement Suite

Top Industries

  • Telecommunications
  • Insurance
  • Transportation/Trucking/Railroad

Popular in

  • Large Enterprise
  • Enterprise
  • Small Business

Peers used Pega Customer Engagement Suite to Enhance customer relationships and Improve visibility

Peer and Expert Opinion on Features

for Pega Customer Engagement Suite

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
Personalization

4.36/5 ★

Read Reviews (16)
bot

3.45/5 ★

Read Reviews (7)
FEATURES RATINGS AND REVIEWS
Personalization

4.36/5 ★

Read Reviews (16)
bot

3.45/5 ★

Read Reviews (7)

IT and Other Capabilities

for Pega Customer Engagement Suite

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Import

4.46/5 ★

Read Reviews (17)
Data Export

4.30/5 ★

Read Reviews (7)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Import

4.46/5 ★

Read Reviews (17)
Data Export

4.30/5 ★

Read Reviews (7)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.67/5 ★

Read Reviews (10)
Email Support

4.59/5 ★

Read Reviews (8)
Chat Support

4.59/5 ★

Read Reviews (8)
24/7 Support

4.34/5 ★

Read Reviews (56)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.67/5 ★

Read Reviews (10)
Email Support

4.59/5 ★

Read Reviews (8)
Chat Support

4.59/5 ★

Read Reviews (8)
24/7 Support

4.34/5 ★

Read Reviews (56)
CAPABILITIES (OTHER) 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 (OTHER) 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

Vendor Profile Details

Company Name

Pega

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