Pega CRM Reviews

Pega CRM's pricing is perceived as expensive, with a case-by-case licensing model that varies based on organizational requirements. Subscription fees typically depend on user count or cases created, often resulting in high costs. Enterprises report challenges in comprehending the pricing structure, comparing it as costly against competitors like Appian. Nonetheless, for those needing robust enterprise solutions, Pega's comprehensive functionality is acknowledged, although cost considerations may lead some to explore local alternatives.

• "The pricing is on the higher side."
• "We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
• "It is expensive."

Pega CRM is widely utilized for customer service, orchestrating various systems into one platform for efficient information access. It manages client data, supports multi-channel interactions, and provides predictive analytics. Industries like banking, telecommunications, healthcare, and insurance benefit from its features for client retention, data management, and sales automation. Clients appreciate its AI capabilities, reporting tools, and adaptability to different needs, enhancing customer experience and reducing call times.

Pega CRM users find customer service and support highly efficient and responsive. They rate technical support positively, noting proactive involvement and easy communication with global teams. Users appreciate quick responses via the portal, consistent support, and access to a dedicated architect. Despite occasional time-consuming resolution processes, support for Pega Cloud infrastructure is robust. Weekly calls address ongoing issues efficiently, and upgrades are managed smoothly, ensuring minimal disruptions for their applications.

Pega CRM's initial setup is less cumbersome with cloud use and easier deployments via Pega Deployment Manager. It is straightforward, though requires a system or DevOps team for pipeline setup. App Studio simplifies application building, enabling business analysts to work on cases and UI without technical knowledge. Configuration and data setup are critical, with a three to four-month timeline for a minimum viable product. Deployment is quick, often taking less than an hour.

Pega CRM is recognized for its scalability through adherence to best practices. Users mention deploying more servers as needed, benefiting from a Java-based system. The scalability rating varies, with some noting good performance even under significant user load, while others find manual server adjustments necessary. Overall ratings differ slightly, but the general consensus is that Pega CRM effectively handles diverse scenarios, though it may offer fewer features compared to similar platforms.

Pega CRM is generally stable, receiving ratings between seven and eight out of ten. Challenges arise occasionally, such as during secure site development and integration creation, but improvements in newer versions are noted. It is valued for its global support, though some sluggishness is reported in the United States. Factors like customer acceptance, usability, and intelligence influence stability perceptions, showing both positives and negatives.