--- title: Pega Customer Service Reviews meta\_title: 'Pega Customer Service Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 13 reviews by the users' company size, role or industry to find out how Pega Customer Service works for a business like yours. aggregate\_rating: rating\_value: 4.3 review\_count: 13 scale: '5' date\_modified: '2026-07-17' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### Pega Customer Service Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users find Pega Customer Service's **ease of use** significantly enhances their experience and streamlines tasks. [(2 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2280358&qs=pros-and-cons#reviews) Users value the **AI-powered guidance** in Pega Customer Service, enhancing efficiency and improving customer interactions significantly. [(1 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239391&qs=pros-and-cons#reviews) Users appreciate the **AI-powered guidance** from Pega Customer Service, enhancing agent performance and customer satisfaction significantly. [(1 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239577&qs=pros-and-cons#reviews) Users value the **AI-powered guidance** in Pega Customer Service, enhancing agent efficiency and improving customer interactions. [(1 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239409&qs=pros-and-cons#reviews) Users appreciate Pega's **robust case management** , streamlining interactions across channels for enhanced customer service efficiency. [(1 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239380&qs=pros-and-cons#reviews) Users find the **limited out-of-the-box reports** to be a drawback, necessitating additional effort for meaningful insights. [(3 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239484&qs=pros-and-cons#reviews) Users face significant **integration issues** with Pega Customer Service, limiting compatibility and scalability in production builds. [(2 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2280419&qs=pros-and-cons#reviews) Users find the **steep learning curve** daunting, making it challenging for new and non-technical teams to adapt. [(1 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239419&qs=pros-and-cons#reviews) Users find the **limited out-of-the-box reports** in Pega Customer Service inadequate for meaningful data insights. [(1 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239353&qs=pros-and-cons#reviews) Users often face **interface issues** , including a steep learning curve and dated UI elements that hinder efficiency. [(1 mentions)](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239434&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Pega Customer Service ##### 1. Ease of Use Users find Pega Customer Service's **ease of use** significantly enhances their experience and streamlines tasks. [ See 2 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2280358&qs=pros-and-cons#reviews) See Related User Reviews ![Ricardo B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ricardo B.") RB Ricardo B. Enterprise (\> 1000 emp.) 5.0/5 "Awesome Customer Engagement" What do you like 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. ![Utkarsh K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Utkarsh K.") UK Utkarsh K. Mid-Market (51-1000 emp.) 3.0/5 "Pega for Data Science" What do you like about Pega Customer Service? ERP Systems and Process flow designs are easier to maintain and build. Automation of the manual processes are great. ##### 2. AI Efficiency Users value the **AI-powered guidance** in Pega Customer Service, enhancing efficiency and improving customer interactions significantly. [ See 1 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239391&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you like about Pega Customer Service? Exceptionally Customizable Workflows The ability to tailor workflows to fit complex business logic is impressive. Pega’s rule-based engine lets us ad ##### 3. AI Technology Users appreciate the **AI-powered guidance** from Pega Customer Service, enhancing agent performance and customer satisfaction significantly. [ See 1 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239577&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you like about Pega Customer Service? Exceptionally Customizable Workflows The ability to tailor workflows to fit complex business logic is impressive. Pega’s rule-based engine lets us ad ##### 4. Artificial Intelligence Users value the **AI-powered guidance** in Pega Customer Service, enhancing agent efficiency and improving customer interactions. [ See 1 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239409&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you like about Pega Customer Service? Exceptionally Customizable Workflows The ability to tailor workflows to fit complex business logic is impressive. Pega’s rule-based engine lets us ad ##### 5. Case Management Users appreciate Pega's **robust case management** , streamlining interactions across channels for enhanced customer service efficiency. [ See 1 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239380&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you like about Pega Customer Service? Exceptionally Customizable Workflows The ability to tailor workflows to fit complex business logic is impressive. Pega’s rule-based engine lets us ad ### 5 Cons or Disadvantages of Pega Customer Service ##### 1. Limited Features Users find the **limited out-of-the-box reports** to be a drawback, necessitating additional effort for meaningful insights. [ See 3 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239484&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you dislike about Pega Customer Service? Steep Learning Curve While powerful, the interface and mechanics can be intimidating for new users. It takes significant ramp-up time, especially for ![Ricardo B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ricardo B.") RB Ricardo B. Enterprise (\> 1000 emp.) 5.0/5 "Awesome Customer Engagement" 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. ##### 2. Integration Issues Users face significant **integration issues** with Pega Customer Service, limiting compatibility and scalability in production builds. [ See 2 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2280419&qs=pros-and-cons#reviews) See Related User Reviews ![Ricardo B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ricardo B.") RB Ricardo B. Enterprise (\> 1000 emp.) 5.0/5 "Awesome Customer Engagement" 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. ![Utkarsh K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Utkarsh K.") UK Utkarsh K. Mid-Market (51-1000 emp.) 3.0/5 "Pega for Data Science" What do you dislike about Pega Customer Service? Support for the AI and productionization is less compared to similat tools in the market. Scalability is still the issue when going for a production ##### 3. Complex Usability Users find the **steep learning curve** daunting, making it challenging for new and non-technical teams to adapt. [ See 1 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239419&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you dislike about Pega Customer Service? Steep Learning Curve While powerful, the interface and mechanics can be intimidating for new users. It takes significant ramp-up time, especially for ##### 4. Inadequate Reporting Users find the **limited out-of-the-box reports** in Pega Customer Service inadequate for meaningful data insights. [ See 1 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239353&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you dislike about Pega Customer Service? Steep Learning Curve While powerful, the interface and mechanics can be intimidating for new users. It takes significant ramp-up time, especially for ##### 5. Interface Issues Users often face **interface issues** , including a steep learning curve and dated UI elements that hinder efficiency. [ See 1 mentions ](https://www.g2.com/products/pegasystems-pega-customer-service/reviews?filters%5Bsentiment_snippet%5D=2239434&qs=pros-and-cons#reviews) See Related User Reviews ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Enterprise (\> 1000 emp.) 4.5/5 "Smart, Scalable, but Needs a Smoother Ride" What do you dislike about Pega Customer Service? Steep Learning Curve While powerful, the interface and mechanics can be intimidating for new users. It takes significant ramp-up time, especially for ## Top-Rated Alternatives [ ![ServiceNow Customer Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-customer-service-management.svg "ServiceNow Customer Service Management") ServiceNow Customer Service Management 4.4/5(500) ](https://www.g2.com/products/servicenow-customer-service-management/reviews) [ ![Agentforce Service (formerly Salesforce Service Cloud)](https://images.g2crowd.com/uploads/product/hd_favicon/e2170cb2fb1e97e4b23447ad004fa376/agentforce-service-formerly-salesforce-service-cloud.svg "Agentforce Service (formerly Salesforce Service Cloud)") Agentforce Service (formerly Salesforce Service Cloud) 4.4/5(7,358) ](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,019) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ View All Alternatives ](https://www.g2.com/products/pegasystems-pega-customer-service/competitors/alternatives) ![Sushaen V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sushaen V.") SV Sushaen V. Learning Specialist Enterprise (\> 1000 emp.) 8/5/2025 "Smart, Scalable, but Needs a Smoother Ride" 4.5/5 What do you like best about Pega Customer Service? Exceptionally Customizable Workflows 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. Robust Case Management Pega’s case lifecycle management is world-class. It does a great job orchestrating end-to-end customer interactions across multiple channels and departments. AI-Powered Guidance The built-in AI offers real-time next-best-action suggestions, making agent interactions more focused, accurate, and efficient. It’s a game changer for both coaching and customer satisfaction. Unified Agent Desktop Everything agents need—context, data, history—is available in one place. It greatly reduces screen switching and gives a more fluid customer support experience. Review collected by and hosted on G2.com. What do you dislike about Pega Customer Service? Steep Learning Curve While powerful, the interface and mechanics can be intimidating for new users. It takes significant ramp-up time, especially for non-technical teams. Performance Can Lag at Scale When handling very high volumes or complex rule sets, the platform sometimes slows down. We had to fine-tune heavily to get smoother performance. Limited Out-of-the-Box Reports The default reporting options feel basic. Building meaningful reports often requires going deeper into Pega’s designer studio or pulling in third-party tools. UI Feels Dated in Parts Despite improvements, some areas of the UI still feel clunky or behind modern web standards. This sometimes impacts the agent’s speed and overall experience. Review collected by and hosted on G2.com. What problems is Pega Customer Service solving and how is that benefiting you? Pega Customer Service is solving several core challenges as a comprehensive CRM system for our customer service operations. By centralizing customer data, interactions, and service requests into a unified platform, Pega helps us: Streamline Customer Support: It brings all customer information and history together, so our agents can resolve issues faster without jumping between different systems. Increase Efficiency with Automation: Pega’s automation tools handle routine tasks, reducing manual effort for our team and allowing us to focus on more complex customer needs. Provide Seamless Omnichannel Experiences: Whether customers reach out by phone, email, chat, or social media, Pega ensures every interaction is connected, consistent, and easy to manage. Enable Proactive Service: With case management and AI-driven insights, we can anticipate customer needs and address potential issues before they escalate. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: G2 invite ![Utkarsh K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Utkarsh K.") UK Utkarsh K. Assistant Vice President Mid-Market (51-1000 emp.) 12/4/2023 "Pega for Data Science" 3/5 What do you like best about Pega Customer Service? ERP Systems and Process flow designs are easier to maintain and build. Automation of the manual processes are great. Review collected by and hosted on G2.com. What do you dislike about Pega Customer Service? Support for the AI and productionization is less compared to similat tools in the market. Scalability is still the issue when going for a production level builds. Gen AI support and integration is still the big issue. Review collected by and hosted on G2.com. What problems is Pega Customer Service solving and how is that benefiting you? Automating an entire customer journey applying for the loan. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ricardo B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ricardo B.") RB Ricardo B. Directeur, BCS Enterprise (\> 1000 emp.) 9/30/2023 "Awesome Customer Engagement" 5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More 5/2/2024 Validated ReviewerIncentivizedSource: G2 invite CM Calixto M. Software Developer Education Management Small-Business (50 or fewer emp.) 9/9/2023 "Support to all channels" 4.5/5 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. Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. 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. Increased loyalty, for our business Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Nikshep A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nikshep A.") NA Nikshep A. Operational Specialist Small-Business (50 or fewer emp.) 8/25/2023 "Interactive and easy to navigate." 3.5/5 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. Review collected by and hosted on G2.com. What do you dislike about Pega Customer Service? Not happy with the possible customization available for the user / administrator. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic AA Akshita A. IT Analyst Financial Services Enterprise (\> 1000 emp.) 3/5/2023 "Communication Made Easy With The Help of Pega Customer Service" 4.5/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite AV Ashwati V. Finance analyst Enterprise (\> 1000 emp.) 6/1/2022 "A complete CS solution" 3.5/5 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. The CS has multiple options such a integrated call option, pega chat that can be accessed to provide live support. But more importantly it has helped in proactive support rather than reactive support. We could automate our initial interaction with customers via chat bots that were configured to drive Intuitive communication and for specifics we transfer over to live agents. This has been a great value add Review collected by and hosted on G2.com. What do you dislike about Pega Customer Service? The separate pricing model on top of the license fees we pay for the prpc and open span rpa. This comes with a premium. Call integrations can be better. We could not use it for some integration issues in our app. Review collected by and hosted on G2.com. What problems is Pega Customer Service solving and how is that benefiting you? Issue of disjoint and separate solutions for customer service domain. This provides a comprehensive end to end solution at one place to set up a customer aiding platform that doesnt actually drain the support agents. Instead of being on 2- 3 different applications, we now have to just log in to pega platform. Even our base product which we support is built on pega so...that has been the biggest gain for us. 2ndly the reporting and data presentation has been great on this platform Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") CI Verified User in Information Technology and Services Enterprise (\> 1000 emp.) 8/22/2022 "Customers crave personalization : Pega CS is at your service" 5/5 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. What problems is Pega Customer Service solving and how is that benefiting you? It provides you the essence of the customer's current mood. Helps you with giving probable responses. It helps in dealing efficiently with customers using multiple communication options. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 11/18/2021 "Pega Customer Service fulfill basic needs seamlessly" 4.5/5 What do you like best about Pega Customer Service? Satisfactory results with focus to be made on improving new feature and support system. 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. Review collected by and hosted on G2.com. What do you dislike about 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. Apart from this we find it satisfactory. Review collected by and hosted on G2.com. What problems is Pega Customer Service solving and how is that benefiting you? Pega is super easy to use and navigate. It pre-generates our call script so we don't have to remember what we have to say to a member. Most industry require the customer facing capabilities and this product delivers the same. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Pawan D.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Pawan D.") PD Pawan D. Consultant Enterprise (\> 1000 emp.) 1/6/2022 "Quite Advanced , User Friendly and Low Code" 5/5 What do you like best about Pega Customer Service? Calling Feature, Reply Prediction, Messaging Service, Live Chat , IVR Review collected by and hosted on G2.com. What do you dislike about Pega Customer Service? A little bit costlier than counterparts. Sometimes gets into trouble while handling high call volumes if the infra is weak Review collected by and hosted on G2.com. What problems is Pega Customer Service solving and how is that benefiting you? Customer Service, BPO , Tickets Management, Incident Management, Customer Delight, Issue Resolution Review collected by and hosted on G2.com. 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