Pega Customer Engagement Suite Overview

Pega-Customer-Engagement-Suite and Pega products simplify enterprise complexities, delivering faster results. Real-time intelligence helps connect with customers effectively.

Use Cases

Customers recommend Engagement Management, Helpdesk Management, Communication Management, as the business use cases that they have been most satisfied with while using Pega Customer Engagement Suite.

Other use cases:

  • Workflow Management
  • Customer Case Management
  • Identify Target Customers
  • Measuring Customer Satisfaction
  • Channel Marketing
  • Campaign Management
  • Personalized Marketing
See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Improve Visibility are the most popular business priorities that customers and associates have achieved using Pega Customer Engagement Suite.

Other priorities:

  • Increase Customer Life Time Value
  • Acquire Customers
  • Launch New Products
  • Improve ROI
  • Manage Risk
  • Scale Best Practices
See all business priorities See less business priorities

Pega Customer Engagement Suite Use-Cases and Business Priorities: Customer Satisfaction Data

Pega Customer Engagement Suite works with different mediums / channels such as Phone Calls.

Pega Customer Engagement Suite's features include Personalization, and Bot. and Pega Customer Engagement Suite support capabilities include Phone Support, Email Support, Chat Support, etc. also Pega Customer Engagement Suite analytics capabilities include Analytics, and Custom Reports.

Reviews

"Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal." - Marcelo Claure

Pega Customer Engagement Suite, ShippingEasy, OKTA, xMatters, Expensify, etc., all belong to a category of solutions that help CRM. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Pega Customer Engagement Suite

Top Industries

  • Telecommunications
  • Insurance
  • Transportation/Trucking/Railroad

Popular in

  • Large Enterprise
  • Enterprise
  • Small Business

Pega Customer Engagement Suite is popular in Telecommunications, Insurance, and Transportation/Trucking/Railroad and is widely used by Large Enterprise, Enterprise, and Small Business.

Comprehensive Insights on Pega Customer Engagement Suite Use Cases

How does Pega Customer Engagement Suite address your Engagement Management Challenges?

What makes Pega Customer Engagement Suite ideal for Helpdesk Management?

What makes Pega Customer Engagement Suite ideal for Communication Management?

How does Pega Customer Engagement Suite facilitate Workflow Management?

How can Pega Customer Engagement Suite optimize your Customer Case Management Workflow?

15+ more Business Use Cases

8 buyers and buying teams have used Cuspera to assess how well Pega Customer Engagement Suite solved their CRM needs. Cuspera uses 318 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific CRM needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
Pega Customer Engagement Suite testimonial

Marcelo Claure

CEO

Sprint

Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal. Testimonial By Marcelo Claure
Pega Customer Engagement Suite testimonial

Gino Cavallaro

Executive Director ePlanning

New South Wales Department of Planning, Industry and Environment

With Pega, we were able to work efficiently together with small groups of stakeholders including councils, state agencies, and industry, to design a fully integrated digital solution. Testimonial By Gino Cavallaro
Pega Customer Engagement Suite testimonial

Leana Kielkowicz

Head of Decisioning

BT

Thankfully, we made the right decision and we chose Pega for both brands…So a single, real-time decisioning brain powering the decisions across the two brands and multiple channels. Testimonial By Leana Kielkowicz
CUSTOMERS TESTIMONIALS
Pega Customer Engagement Suite testimonial

Marcelo Claure

CEO

Sprint

Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal. Testimonial By Marcelo Claure
Pega Customer Engagement Suite testimonial

Gino Cavallaro

Executive Director ePlanning

New South Wales Department of Planning, Industry and Environment

With Pega, we were able to work efficiently together with small groups of stakeholders including councils, state agencies, and industry, to design a fully integrated digital solution. Testimonial By Gino Cavallaro
Pega Customer Engagement Suite testimonial

Leana Kielkowicz

Head of Decisioning

BT

Thankfully, we made the right decision and we chose Pega for both brands…So a single, real-time decisioning brain powering the decisions across the two brands and multiple channels. Testimonial By Leana Kielkowicz

Case Studies

Insurance

Case Study BCBS NC

How BCBS NC drives business value with bots

Transportation/Trucking/Railroad

Case Study Air Europa

How Air Europa chose Pega as their single platform to unify every step of the passenger journey, managing every interaction from bookings to baggage claims.

Insurance

Case Study BCBS NC

How BCBS NC drives business value with bots

Government Administration

CASE STUDY AFRL

AFRL improved data quality, enhancing decision-making capabilities and achieving increased operational efficiency and accuracy.

Telecommunications

Case Study Sprint

Learn How Sprint launches personalized retention processes in just 90 days

Banking

CASE STUDY Lloyd's Banking Group

Lloyd's Banking Group uses Pega Cloud to manage over 300 business workflows. The platform helps them process 40 to 50 million cases each year. Pega Cloud automates workflows and improves efficiency. ...The solution supports large-scale operations and boosts productivity. Lloyd's Banking Group benefits from faster and smarter services with Pega.

Video

Pega Infinity '23 Update: What's New in Pega Customer Service '23

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Peers used Pega Customer Engagement Suite for engagement management and helpdesk management

Pega Customer Engagement Suite Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.46/5

Read Reviews (10)
Analytics

4.57/5

Read Reviews (29)
Custom Reports

4.39/5

Read Reviews (23)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.46/5

Read Reviews (10)
Analytics

4.57/5

Read Reviews (29)
Custom Reports

4.39/5

Read Reviews (23)

Software Failure Risk Guidance

?

for Pega Customer Engagement Suite

Overall Risk Meter

Low Medium High

Top Failure Risks for Pega Customer Engagement Suite

Pegasystems Inc. News

Executive

New Pegasystems Hire to Drive Partner Program Transformation

Pegasystems has appointed Daniel Kasun as the head of its global partner ecosystem. Kasun will focus on transforming Pega's partner strategy to enhance alliances with global systems integrators and hyperscalers. His role aims to accelerate the adoption of Pega GenAI and Blueprint, expand partner-influenced revenue, and support application modernization. Kasun brings experience from AWS and Microsoft to drive Pega's strategic partnerships and market reach.

Financial

Pega to Announce Financial Results for the Second Quarter of 2025 and Host Conference Call and Webcast

Pegasystems Inc. will announce its financial results for the second quarter of 2025 on July 22, 2025, after market close. A conference call and webcast are scheduled for July 23, 2025, at 8:00 a.m. EDT, allowing public and investor participation.

Product

Pega Achieves FedRAMP High Status

Pega has secured FedRAMP High Authority to Operate status for its generative AI solutions on Pega Cloud for Government. This certification enables U.S. federal agencies to deploy Pega's latest AI-powered workflow and decisioning tools, such as Pega Coach, while meeting the highest federal security and compliance standards.

Awards

Pega Named a Leader in AI Decisioning Platforms by Independent Research Firm - Yahoo Finance

Forrester Research named Pega a Leader in its Q2 2025 Forrester Wave for AI Decisioning Platforms. Pega achieved the highest strategy score, excelling in vision, innovation, roadmap, partner ecosystem, adoption, and support services. Forrester highlighted Pega GenAI Blueprint for enabling users to build AI-powered decision workflows and agents using natural language.

Pegasystems Inc. Profile

Company Name

Pegasystems Inc.

Company Website

https://www.pega.com/

Year Founded

2017

HQ Location

One Rogers Street Cambridge, MA 02142-1209 U.S.A

Employees

5001-10000

Social

Financials

IPO