Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us. From the implementation side, it is still at the higher end. However, I do not have much insight on the licensing point.
1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.
Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place. Pega said they might be developing more features where we can utilize AI.
The product's pricing needs improvement. Additionally, it could be customizable as one size doesn't fit diverse requirements. They should invest in marketing and reach more potential customers.
Senior Technology Specialist at Aaseya IT Services Pvt. Ltd.
Real User
Sep 13, 2023
The solution's pricing model might result from a strategic decision made by Pega and may not change based on the suggestions from its users. Clients are willing to pay for Pega since it provides them with the needed services. The only concern I have seen about the product is its prices. Pricing is an area that needs improvement.
Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual...
Improvements are always required, but at this moment, the UI is the key area that is not flexible enough for us. From the implementation side, it is still at the higher end. However, I do not have much insight on the licensing point.
1. User Interface Flexibility The Constellation UI architecture, while modern and consistent, limits deep customization. Users want more control over layout, branding, and dynamic UI behavior. 2. Integration Complexity Integrating with non-Pega systems (e.g., legacy CRMs, third-party APIs) can require significant effort and custom development. More plug-and-play connectors would ease adoption. 3. Learning Curve for Configuration Despite being low-code, configuring complex service flows, case types, and AI rules can be challenging for new users. Enhanced guided wizards and templates could simplify setup. 4. AI and NLP Capabilities While Pega offers AI-driven Next-Best-Action, its natural language processing (NLP) for chatbots and sentiment analysis is not as advanced as some competitors. 5. Reporting and Analytics Out-of-the-box dashboards are useful but lack deep customization. 6. Mobile Experience The mobile agent experience is functional but less optimized compared to desktop. Improvements in offline capabilities and responsive design are often requested. 7. Licensing and Cost Transparency Some customers find the pricing model complex, especially when scaling across departments or adding AI features. More modular and transparent pricing would help with budgeting and ROI planning.
Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place. Pega said they might be developing more features where we can utilize AI.
The product's pricing needs improvement. Additionally, it could be customizable as one size doesn't fit diverse requirements. They should invest in marketing and reach more potential customers.
The solution's pricing model might result from a strategic decision made by Pega and may not change based on the suggestions from its users. Clients are willing to pay for Pega since it provides them with the needed services. The only concern I have seen about the product is its prices. Pricing is an area that needs improvement.