Pegasystems CRM & Customer Interaction

Photo drs. Caroline Raaijmaakers
Author: drs. Caroline Raaijmaakers
Business Partner
Table of Contents

In this background article we give a rough outline of our recently updated, independent CRM & Customer Interaction study of the software vendor Pegasystems and its product portfolio (such as Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub). Pegasystems CRM & Customer Interaction scores better in our survey than SAP but slightly worse than Pipedrive. Of all the categories in our study, Pegasystems scored the best in infrastructure and scored the lowest on data quality. We have been able to establish this objectively. Within the context of CRM & Customer Interaction, we have put together the main advantages and disadvantages of Pega Customer Relationship Management, and group them by component (customer relationship management). We also point out the highlights of the main products such as Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub et cetera.

How does Pegasystems CRM & Customer Interaction score on certain components?

In our study we also inspected the various software products of Pegasystems software. We evaluated Pegasystems CRM & Customer Interaction on no less than 180 criteria. The bar chart below illustrates the pros and cons of Pega Customer Relationship Management, in general terms. Please note that Passionned Group is 100% independent of the software vendors in our research. We do not sell licenses, we do not make deals or have any ties to the vendor. Among other things, we help and advise companies in the proper selection of CRM systems.

Score of Pega Customer Relationship Management software.Figure 1: Strength-weakness analysis of the supplier Pegasystems CRM & Customer Interaction. You can get a maximum score of 100 percent. Source: the CRM & Customer Interaction Guide 2024. Do you need additional information about the research justification? Click here to download this guide.

The Pegasystems analysis was made possible by intercepting big data and from there it was analyzed in-depth. More than 247 documents were analyzed for this vendor. In this analysis process both algorithms as the subject matter expertise of a CRM consultant played a distinguished role in establishing the final results.Pegasystems in our CRM & Customer Interaction Guide 2024 Image of Pegasystems in our CRM & Customer Interaction Guide 2024In our 100% vendor-independent CRM & Customer Interaction Guide we have collected all the ins and outs of Pegasystems for you. You get access to hundreds of (shorter) trainings, tech talks, demos, lectures, tutorials, and so on and always have the latest CRM news. In addition, this guide helps you in to further develop your knowledge about CRM & Customer Interaction.view the CRM & Customer Interaction Guide

Pegasystems and their complete CRM & Customer Interaction product portfolio

The software company Pegasystems carries (a minimum of) 4 products in the realm of CRM & Customer Interaction. In order of relevance we rank and describe the products below:

What is Pega Customer Relationship Management?

Other names by which this software product is known: Pega CRM, Pega Platform, Pegasystems Customer Relationship Management

We do not display here all the features but, in this paragraph, we provide a description of Pega Customer Relationship Management, including some of its features and any related products. This product group consists of Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub. Pega Customer Relationship Management can be characterized by the following features:

  • account
  • case management
  • contact
  • customer relationship management
  • customer service
  • sales automation

Do you want to know the intricacies of all features (100+) of Pega Customer Relationship Management? Download directly our CRM & Customer Interaction Guide™ 2024 here.

Do you want to hire an experienced Pega Customer Relationship Management specialist?

Do you want to hire a freelance Pega Customer Relationship Management developer who is subject matter expert and implement an Pega Customer Relationship Management application? Our specialists are happy to assist you. Indeed, hiring Pega Customer Relationship Management developers is not always expedient. Leave a message here and we will explore the business opportunities for you.

Screen shot of Pega Customer Relationship Management software.
Picture of Pega Customer Relationship Management tools.
Pega Customer Relationship Management in action
Figure 2, 3 and 4: Several images show the operation of Pega Customer Relationship Management. Click on an image to enlarge it. Credits: Pegasystems & partners.

What is Pega Sales Automation?

In this paragraph, we describe the key elements of Pega Sales Automation, including some of its features and any related products. The Pega Sales Automation can be characterized by the following functionalities:

  • account
  • appointment
  • cloud software
  • customer lifetime value
  • customer service
  • lead conversion
  • low-code
  • process automation
  • sales automation
  • workflow automation

Are you curious about all the functionalities (100+) of Pega Sales Automation? Download the CRM & Customer Interaction Guide™ 2024 here.

Screen shot of Pega Sales Automation software.
Picture of Pega Sales Automation tools.
Pega Sales Automation in action
Figure 5, 6 and 7: Overlying figures show the operation of Pega Sales Automation. Click on the image to make it bigger. Credits: Pegasystems & partners.

What is Pega Customer Service?

We do not display here all the features but, in this paragraph, we report the (main) characteristics of Pega Customer Service, including some of its features and any related products. Pega Customer Service can be best defined by the following characteristics:

  • account
  • case management
  • contact
  • contact information
  • customer service
  • reporting
  • workflow automation

Are you curious about all characteristics (100+) of Pega Customer Service? Then order the CRM & Customer Interaction Guide™ 2024 here.

Screen shot of Pega Customer Service software.
Picture of Pega Customer Service tools.
Pega Customer Service in action
Figure 8, 9 and 10: Various figures show the operation of Pega Customer Service. Click on an image to enlarge it. Credits: Pegasystems & partners.

What is Pega Customer Decision Hub?

Under this heading, we give you insight in the key behaviors of Pega Customer Decision Hub, including some of its features and any related products. The Pega Customer Decision Hub can be characterized by the following functionalities:

  • customer lifetime value
  • customer service
  • sales automation

Do you want to know the intricacies of all properties (100+) of Pega Customer Decision Hub? Download the CRM & Customer Interaction Guide™ 2024 here.

Screen shot of Pega Customer Decision Hub software.
Picture of Pega Customer Decision Hub tools.
Pega Customer Decision Hub in action
Figure 11, 12 and 13: Various figures show the operation of Pega Customer Decision Hub. Click on an image to enlarge it. Credits: Pegasystems & partners.

Pega Customer Relationship Management-tools and the version history

Over time, Pegasystems has seen a stable development with respect to CRM & Customer Interaction functionality.

We reviewed Pegasystems’s latest updates of its complete product portfolio. Below you can see the respective version numbers of the CRM & Customer Interaction products of Pegasystems:

  • Pega Customer Decision Hub: 8.8 8.7 8.6 8.5
  • Pega Customer Relationship Management: Pega customer relationship management 8.8 Pega customer relationship management 7.4
  • Pega Customer Service: 8.8 8.7
  • Pega Sales Automation: 8.8 8.7 8.6 8.2 8.1

Behind each product are the version numbers, the most recent versions are mentioned first.

What are the licensing costs of Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub?

It is difficult to determine exactly what a license of Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub costs because it depends on the country, the number of users (also consider the amount of CPUs for server versions), the connectors to data sources, and at what point in the year you request a quote. And before the end of a fiscal quarter of Pegasystems, you may be able to look forward to a decent discount. As part of a cloud-first strategy, it makes sense running the software in the cloud. Often you only pay for what you consume in resources. The purchase cost of Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub may not be the single largest expense, but maintenance and support do put a strain on your budget each year.

What makes Pegasystems CRM & Customer Interaction distinctive

In our study, we see that Pegasystems in the field of CRM & Customer Interaction software has a few specific features which emerged distinctively in our research. This makes Pega Customer Relationship Management more or less unique: call center CRM, cloud applications, track tasks, outlook add-on and google authentication.

The advantages and disadvantages of Pega Customer Relationship Management

Tag cloud of the Pega Customer Relationship Management tools.Figure 14: Tag cloud of the pluses and minuses of Pegasystems CRM & Customer Interaction

In the following paragraphs, we name all the advantages and disadvantages of Pegasystems CRM & Customer Interaction, Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub, et cetera. The listing in the following paragraphs is subject to change, because: Pegasystems can currently work to improving existing and developing functionality that closes the gaps in the product portfolio at this time (such as support for social CRM, merge duplicate, data cleansing, helpdesk, close deals, quote templates, tracking software, drip campaigns, tracking pixel and bounce rates). In addition, documentation may lag behind current events.

Share your experience with Pegasystems CRM & Customer Interaction

Write a review about Pegasystems CRM & Customer Interaction here. Your observations may then be brought along in an even more objective assessment of the scores of Pega Customer Relationship Management.

1. Pegasystems Infrastructure

96%

The company has an excellent performance in our current CRM & Customer Interaction survey on the subject ‘Infrastructure’, given that they score 96% on this, compared to other vendors. We looked at the following criteria, among others: authentication, soap and on-premises. In total, we examined 56 features within this discipline. Would you like to go into more depth with the topic ‘Infrastructure’? Then download here our CRM & Customer Interaction Study 2024.

2. Pegasystems Task Management

82%

The company has an excellent score in our study on the section ‘Task Management’ with a score of 82%, relative to other vendors. We used the following selection criteria: repetitive tasks, task list, create tasks and complete tasks. In total, we examined 13 features within this discipline. Would you like to learn more about the topic ‘Task Management’? Then download here our CRM & Customer Interaction Guide.

3. Pegasystems Customer Data

80%

The company has an excellent score in our objective CRM & Customer Interaction survey on the section ‘Customer Data’. The company scores 80% on this topic, relative to other vendors. We looked at the following criteria, among others: custom fields, customer information, sensitive data, business relationships, manage contacts and add notes. In total, we examined 45 criteria in this category. Are you excited about the topic ‘Customer Data’? Then download here our CRM & Customer Interaction Guide 2024.

4. Pegasystems Customer Relationship Management

75%

Pegasystems has a good score in our objective CRM & Customer Interaction survey on the subject ‘Customer Relationship Management’ with a score of 75%, relative to other vendors. We considered the following factors: search, customer interactions and b2c. In doing so, we looked at the following products: Pega Customer Relationship Management. In total, we examined 25 criteria within this section. Would you like to go into more depth with the topic ‘Customer Relationship Management’? Then download here our CRM & Customer Interaction Guide. Or take a deep dive in the following content:

5. Pegasystems Automation Platform

71%

The vendor Pegasystems has a good rating in our study on the section ‘Automation Platform’, given that they score 71% on this, compared to other vendors. We looked at the following criteria, among others: sales automation, process automation, business process management and automating workflows. In total, we examined 28 features within this discipline. Are you excited about the topic ‘Automation Platform’? Then download here our CRM & Customer Interaction Guide 2024.

6. Pegasystems Customer Service Management

63%

Pegasystems has a good score in our objective CRM & Customer Interaction survey of the theme ‘Customer Service Management’ with a score of 63%, relative to other vendors. We considered the following factors: customer service, helpdesk and case management. In total, we examined 9 criteria within this section. Would you like to learn more about the topic ‘Customer Service Management’? Then download here our CRM & Customer Interaction Guide 2024. Or take a deep dive in the following content:

7. Pegasystems Reporting

59%

Pegasystems has a good performance in our independent CRM & Customer Interaction guide on the section ‘Reporting’, given that they score 59% on this, compared to other vendors. We looked at the following criteria, among others: CRM analytics, advanced reporting and sales dashboards. In total, we examined 11 criteria in this category. Would you like to learn more about the topic ‘Reporting’? Then download here our CRM & Customer Interaction Study 2024.

8. Pegasystems Sales Management

58%

Pegasystems has a good performance in our objective CRM & Customer Interaction survey on the section ‘Sales Management’ with a score of 58%, relative to other vendors. We considered the following factors: sales pipeline, customer journeys, customer lifetime value, sales order management, sales workflows, sales cycle management and visual sales pipeline. In total, we examined 51 criteria in this category. Would you like to go into more depth with the topic ‘Sales Management’? Then download here our CRM & Customer Interaction Guide 2024. Or take a deep dive in the following content:

9. Pegasystems Campaign Management

55%

The company has a good performance in our current CRM & Customer Interaction survey on the section ‘Campaign Management’, given that they score 55% on this, relative to other vendors. We looked at the following criteria, among others: email marketing, email campaigns, drip campaigns, direct marketing and plan campaigns. In total, we examined 25 features within this discipline. Would you like to learn more about the topic ‘Campaign Management’? Then download here our CRM & Customer Interaction Guide.

10. Pegasystems Lead Management

46%

Pegasystems has a moderate score in our objective CRM & Customer Interaction survey on the subject ‘Lead Management’ with a score of 46%, relative to other vendors. We looked at the following criteria, among others: lead generation, lead conversion and lead qualification. In total, we examined 12 criteria in this category. Are you excited about the topic ‘Lead Management’? Then download here our CRM & Customer Interaction Guide 2024. Or take a deep dive in the following content:

11. Pegasystems Data Quality

44%

The vendor Pegasystems has a moderate score in our 100% vendor-independent CRM & Customer Interaction study on the section ‘Data Quality’ with a score of 44%, relative to other vendors. We looked at the following criteria, among others: merge duplicate, data cleansing and duplicate search. In total, we examined 16 criteria within this section. Would you like to go into more depth with the topic ‘Data Quality’? Then download here our CRM & Customer Interaction Guide 2024.

Want to know more? Then order the CRM & Customer Interaction Guide™ 2024 here

In which sectors is Pegasystems CRM & Customer Interaction most active?

In our current CRM & Customer Interaction survey, we also looked at which industries a supplier operates in. These are the industries where Pegasystems is frequently used: automotive, banking, governments, healthcare, insurance, manufacturing, retail, telecom and universities.

Pegasystems software is most used by…

The CRM & Customer Interaction software from Pegasystems is most often mentioned in combination with the following functions: account managers, customer service agents, sales reps, service agents and service representatives.

Hire a competent Pegasystems expert

Training and incompany training Pegasystems CRM & Customer Interaction

The teachers of Passionned Group give various trainings in the field of CRM & Customer Interaction but can also provide specific Pegasystems training, for example as incompany. The following software solutions are addressed: Pega Sales Automation, Pega Customer Service and Pega Customer Decision Hub. Of course, such training is framed with the ideas of the intelligent, data-driven organization.

In conclusion: Pega Customer Relationship Management scores high

Pegasystems has a extensive product portfolio with which it scores high in our CRM & Customer Interaction survey. Pegasystems CRM & Customer Interaction innovates (approximately) at an average rate of less than 5 features per year, is active (for now) in many different sectors, and has developed best in infrastructure.

About Passionned Group

logo of Passionned Group, the Pegasystems CRM & Customer Interaction specialistPassionned Group has specialized in 100% independent CRM & Customer Interaction consulting and the implementation of CRM & Customer Interaction solutions. Our driven and passionate consultants help small and larger organizations to advance as intelligent, data-driven organizations.

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