Pega CRM Review

Pega CRM is an enterprise-level Customer Relationship Management (CRM) solution by Pegasystems that integrates sales, marketing, and customer service functionalities into a single platform. It also offers end-to-end automation and real-time AI capabilities to gain insights into customer engagement. The marketing feature provides tools to analyze customer behavior and suggest the best next action for each client. Pega CRM can capture and link customer conversations across multiple channels to anticipate and guide their journey. The Sales Media Manager helps identify potential leads and opportunities within the sales pipeline. The solution supports integration with Outlook, Gmail, and other email providers to manage messages and schedule meetings from a single interface.

PEGA CRM – FEATURES

• Create automated workflows: build fast and consistent workflows that increase productivity.
• Implement a unified customer journey: manage customer interactions across all channels.
• Integrate AI agents: unlock new efficiency levels within the customer journey.
• Project management: initiate projects, assign tasks, and prioritize with full visibility.
• Assign the right resources: ensure the right team member handles each customer journey.
• Centralized team view: provide a consolidated operational view for all team members.
• Monitor processes: track workflows using process and activity mining.
• Identify improvement opportunities: continuously discover areas for optimization.
• Adapt to new automations: stay ahead with evolving automated processes.
• Use AI reasoning: transform ideas into actionable workflows.
• Map backend integrations: let AI suggest and map system connections.
• Generate immediate data: obtain real-time insights for testing.
• Developer guidance: get AI-powered conversation tips.
• Leverage actionable insights: identify underserved segments.
• Automatically generate treatments: improve relevance of customer interactions.
• Predictive data usage: base decisions on predictive models.
• Instant responses: deliver knowledge-based answers to clients, operators, and employees.
• Interaction summaries: condense voice, chat, and email communications into brief summaries.
• AI-guided team enablement: turn workflows into self-service operations instantly.
• Dynamic operator training: simulate customer interactions for onboarding.
• Operational dashboards: visualize data for instant answers to operational questions.
• Concise guidance for back-office: provide context-aware instructions and document summaries.
• AI workflow optimization: review performance and suggest continuous improvements.
• Rapid AI functionality creation: deploy powerful AI-driven features quickly.
• Custom AI models: choose the model best suited to your business.
• Sensitive data filtering: reduce risk with AI-based data protection.
• Analyze customer signals: continuously adapt to changing needs.
• Unified multi-channel insights: deliver highly personalized interactions.
• AI-driven decision-making: achieve instant results with continuous AI guidance.
• Reduce contact center workload: enable self-service with Pega.
• Optimize every interaction: leverage next-best-action suggestions.
• Desktop integration: embed Pega workflows into existing systems.
• Monitor and improve processes: AI helps refine workflows continuously.
• Proactive AI workflows: create AI-driven workflows that act automatically.
• Low-code app generation: create applications quickly with App Studio.
• Rapid ideation to deployment: go from idea to execution in minutes using AI-generated low-code.