We performed a comparison between Avaya IX Contact Center and Pega CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."It's scalable, it's fast, and it is very robust."
"The product's deployment phase was easy."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"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."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"The case management feature is really valuable."
"The solution is very easy to use."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"Its scalability means that it is not a simple 'install and forget' setup."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"They should enable the data-driven streaming feature inside it."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"The solution has room for improvement around decisional and real-time data analysis."
"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."
"The UI is lagging and needs to be improved."
Earn 20 points
Avaya IX Contact Center is ranked 5th in Contact Center Platforms while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 10 reviews. Avaya IX Contact Center is rated 10.0, while Pega CRM is rated 8.0. The top reviewer of Avaya IX Contact Center writes "Offers scalability that will grow with the needs of our business". On the other hand, the top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". Avaya IX Contact Center is most compared with Aspect Via, Amazon Connect and Genesys Cloud CX, whereas Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and HubSpot CRM.
We monitor all Contact Center Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
