SV

Sushaen V

August 5, 2025 Source: G2.com

Smart, Scalable, but Needs a Smoother Ride

What do you like best about Pega Customer Service?

Exceptionally Customizable Workflows

What do you dislike about Pega Customer Service?

The ability to tailor workflows to fit complex business logic is impressive. Pega’s rule-based engine lets us adapt quickly to policy changes or evolving customer needs without heavy IT involvement.

Recommendations to others considering Pega Customer Service?

What problems is Pega Customer Service solving and how is that benefiting you?

Robust Case Management

RB

Ricardo B

May 2, 2024 Source: G2.com

Awesome Customer Engagement

What do you like best about Pega Customer Service?

The workflow, task, and GUI interface was easy to use and it made the experience better because we frequently used it.

What do you dislike about Pega Customer Service?

We found that it did not integrate to all API's and did not always have the logic and Out of the Box features of some other tools.

What problems is Pega Customer Service solving and how is that benefiting you?

We were looking for a better GUI interface for some of our workflows, tasks, and capturing activities.

CM

Calixto M

September 9, 2023 Source: G2.com

Increased loyalty, for our business Support to all channels

What do you like best about Pega Customer Service?

The ability to customize and integrate it according to our needs makes it a powerful tool. The customer service is highly responsive ensuring an experience.

What do you dislike about Pega Customer Service?

The lack of integration often hampers operations leading to unnecessary delays. The systems heavy reliance on scripted responses limits connection with customers

What problems is Pega Customer Service solving and how is that benefiting you?

Pega Customer Service resolves customer issues thereby enhancing customer satisfaction. This has significantly reduced customer churn.

AA

Akshita A

March 5, 2023 Source: G2.com

Communication Made Easy With The Help of Pega Customer Service

What do you like best about Pega Customer Service?

The positive point which I liked that it supports multiple communication channels from email, phone, chat and social media as well providing consistent service.

What do you dislike about Pega Customer Service?

Limited Customisation is something which can be improved as it offers very less customisation also integration part is not easy, its a complex and time consuming process requiring good knowledge.

What problems is Pega Customer Service solving and how is that benefiting you?

Mega Customer Service Management has allowed us to engage with the customers across multiple channels and providing efficient communication and helping to improve customer satisfaction.

VS

Verified User in Information Technology and Services

August 22, 2022 Source: G2.com

Customers crave personalization : Pega CS is at your service

What do you like best about Pega Customer Service?

The level of personalization is based on analytics and is high. Multiple methods of customer interaction are also good to have

What do you dislike about Pega Customer Service?

The licensing cost is high. So the amount of money you spent per customer interaction is higher than average.

Recommendations to others considering Pega Customer Service?

It provides you the essence of the customer's current mood. Helps you with giving probable responses.

What problems is Pega Customer Service solving and how is that benefiting you?

It helps in dealing efficiently with customers using multiple communication options.

PD

Pawan D

January 6, 2022 Source: G2.com

Service, BPO , Tickets Management, Incident Management, Customer Delight, Issue Resolution Quite Advanced , User Friendly and Low Code

What do you like best about Pega Customer Service?

Calling Feature, Reply Prediction, Messaging Service, Live Chat , IVR

What do you dislike about Pega Customer Service?

A little bit costlier than counterparts.

Recommendations to others considering Pega Customer Service?

Sometimes gets into trouble while handling high call volumes if the infra is weak

What problems is Pega Customer Service solving and how is that benefiting you?

Customer

VS

Verified User in Information Technology and Services

November 18, 2021 Source: G2.com

Pega Customer Service fulfill basic needs seamlessly

What do you like best about Pega Customer Service?

Satisfactory results with focus to be made on improving new feature and support system.

What do you dislike about Pega Customer Service?

All the required tools required for customer service and satisfaction such as ticketing system and the follow up pipeline is well built and the software has seamless integration with different systems which inturn has benefited us by maximum resolution.

Recommendations to others considering Pega Customer Service?

The new feature roll out is very slow and they need to improve customer service quite a lot as we have to wait in queue for a long time on call.

What problems is Pega Customer Service solving and how is that benefiting you?

Apart from this we find it satisfactory.

KS

Kapil S

June 4, 2021 Source: G2.com

all under same umbrella Pega Customer Service industry framework

What do you like best about Pega Customer Service?

360 degree view of your customer, audit history, omni channel case processing, use of intelligent virtual assistant which internally uses Machine Learning and Artificial Intelligence capabilities to route and even process customer requests.

What do you dislike about Pega Customer Service?

Nothing as such to dislike as its a very matured and evolved industry framework, especially in Financial Services domain.

Recommendations to others considering Pega Customer Service?

Highly recommended to organizations whose business are customer sensitive and need to support its customers by going extra way.

What problems is Pega Customer Service solving and how is that benefiting you?

Its a one stop shop for your organization's customers. There will be OOTB service types and will have ability to build your own case types to serve your customer..

NA

Nikshep A

August 25, 2023 Source: G2.com

Interactive and easy to navigate.

What do you like best about Pega Customer Service?

Interactive and easy to navigate. Easy on the options available and the connectivity through for the end customer / business organization.

What do you dislike about Pega Customer Service?

Not happy with the possible customization available for the user / administrator.

What problems is Pega Customer Service solving and how is that benefiting you?

Helping in handling the requests for help desk support for partner organizations. Able to be more productive with the support options provided to customers.

AV

Ashwati V

June 1, 2022 Source: G2.com

A complete CS solution

What do you like best about Pega Customer Service?

The fact that Pega CRM is seamlessly integrated with pega prpc helps us toggle between our core application and access the customer service portal.

What do you dislike about Pega Customer Service?

Recommendations to others considering Pega Customer Service?

The CS has multiple options such a integrated call option, pega chat that can be accessed to provide live support.

What problems is Pega Customer Service solving and how is that benefiting you?

But more importantly it has helped in proactive support rather than reactive support.

Pega Customer Service Reviews

User Rating

Rating Distribution

Do You Use Pega Customer Service?

Sushaen V

Ricardo B

Calixto M

Akshita A

Verified User in Information Technology and Services

Pawan D

Verified User in Information Technology and Services

Kapil S

Nikshep A

Ashwati V

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