PEGASYSTEMS INC in Customer Self-Service Software

Pega is a global leader in providing business process management (BPM) and customer relationship management (CRM) platforms for various industries. Pega’s Build for Change technology helps business users in developing and update executable Web applications without any coding. Business users just have to configure rules and models in an intuitive graphical design studio and Pega automatically developes the application code. Pega’s responsive Omni-Channel UX helps users to create a user interface once and deploy it everywhere. Pega Self-Service Advisor is based on Pega's proven AI engine that surfaces the information about the experience and the customer needs in the moment by analyzing their previous engagement history and current site movements.

USP : Pega CRM's ability to integrate real-time predictive analytics and automated decisioning into customer interactions in any channel is the major USP of the their Customer Self-Service solution. The company makes use of historical and contextual analysis to decide upon the next move to take at each point within each customer conversation. For Web self-service, this means that customer’s historical data and their current screen movement triggers results on the UI. Pega’s solution also makes it easy for customers engaging in a self-service inquiry to escalate to an agent-assisted interaction. The company's Self-Service Advisor has the ability to turn a confusing and costly experience into a positive one with a quicker resolution, reduced customer effort and effective cross-sell for the business.

BUYERS
VENDORS
EXPERTS
2.9
ANALYSTS
 

PEGASYSTEMS INC detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Support Services
2.15
4.05
2.35
Product Features and Functionality
3.70
4.65
3.10
Delivery
3.65
4.30
4.30
Breadth and Depth of Product Offerings
3.50
4.25
3.65
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

PEGASYSTEMS INC has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

    13 Participants

  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-Europe

    20 Participants

STRENGTHS
  • Product Maturity / Delivery
    Delivery - Direct
  • Product Maturity / Deployment Mode
    Hosted / On-Cloud
  • Product Maturity / Deployment Mode
    On-Premise
  • Product Maturity / Services Offered
    Consulting Services
  • Product Maturity / Services Offered
    Education & Training
  • Product Maturity / Services Offered
    Integration & Deployment
  • Product Maturity / Services Offered
    Managed Services
  • Product Maturity / Services Offered
    Other Services
  • Product Maturity / Services Offered
    Support & Maintenance
  • Product Maturity / Preferred support services delivery
    On-Site Support
  • Product Maturity / Preferred support services delivery
    Remote Support
  • Product Maturity / Preffered Delivery
    Subscription / Licensing
  • Product Maturity / Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Software Offered
    Mobile Self-Service
  • Product Maturity / Software Offered
    Social Media and Community Self-Service
  • Product Maturity / Software Offered
    Web Self-Service
  • Product Maturity / Software Offered
    Other Software Offered
  • Product Maturity / Features Offered
    APIs for developing Self-Service Apps
  • Product Maturity / Features Offered
    Co-browsing
  • Product Maturity / Features Offered
    Community Platforms
WEAKNESSES
  • Product Maturity / Support Services
    Customer Feedback
  • Product Maturity / Support Services
    Level of Support Services
  • Product Maturity / Preffered Delivery
    Full Time Equivalent
  • Product Maturity / Preffered Delivery
    Per User / Device Basis
  • Product Maturity / Software Offered
    Customer Self-Service Security
  • Product Maturity / Software Offered
    E-mail Management
  • Product Maturity / Software Offered
    Intelligent Virtual Assistants
  • Product Maturity / Software Offered
    Interactive Voice Response & Interactive Text Response
  • Product Maturity / Software Offered
    Semantic Search
  • Product Maturity / Features Offered
    Automated Ticketing
  • Product Maturity / Features Offered
    Helpdesk Automation
  • Product Maturity / Features Offered
    Voice
  • Product Maturity / Features Offered
    Other features offered
  • Product Maturity / End-users catered
    CRM Software Vendors
  • Product Maturity / End-users catered
    Other End-user(s)
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Annually
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Monthly
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Quarterly
  • Product Maturity / Frequency of Support Service
    Frequency of Support Services- Bi-Annually
  • Product Maturity / Breadth and Depth of Product Offerings
    Product/Solution Offered
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TOP FEATURES
  • Product Features and Functionality
    Features Offered
  • Preferred support services delivery
    Remote Support
  • Pre Sales Support
    Dedicated Account Manager (DAM)
  • Services Offered
    Managed Services
  • Features Offered
    Knowledgebases
  • Delivery
    Delivery - Direct
  • Software Offered
    Social Media and Community Self-Service
  • Features Offered
    Social Forums
  • Features Offered
    FAQ Web Pages
  • Software Offered
    Mobile Self-Service

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Marie Stelle

Engagement Partner - 360Quadrants.com