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Pega BPM OverviewUNIXBusinessApplication

Pega BPM is #2 ranked solution in top Low-Code Development Platforms, #4 ranked solution in BPM Software, #4 ranked solution in top Process Automation tools, and #4 ranked solution in top Rapid Application Development Software. PeerSpot users give Pega BPM an average rating of 8 out of 10. Pega BPM is most commonly compared to Camunda Platform: Pega BPM vs Camunda Platform. Pega BPM is popular among the large enterprise segment, accounting for 75% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 28% of all views.
Pega BPM Buyer's Guide

Download the Pega BPM Buyer's Guide including reviews and more. Updated: June 2022

What is Pega BPM?

Pega BPM helps you simplify and automate your operations so that you can reduce costs and improve business agility. Pega's unique Build For Change technology delivers repeatable solutions that can be efficiently reused and tailored to meet the requirements of diverse customers, product lines, channels, and geographies.

Pega BPM was previously known as Pegasystems, SmartBPM.

Pega BPM Customers

The State of Maine, ANZ, Coca-Cola, Department for Environment, Food & Rural Affairs (DEFRA), ME, New South Wales, OptumRx, Texas Department of Transportation, UnitedHealthcare Medicare & Retirement

Pega BPM Video

Archived Pega BPM Reviews (more than two years old)

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Senior Director Platform Management at a real estate/law firm with 10,001+ employees
Real User
Flexible and can be configured to meet our requirements, but reporting and notification capabilities need improvement
Pros and Cons
  • "The most valuable feature is flexibility, as we can configure it to best suit our requirements."
  • "It is not fully compatible with all versions of Internet Explorer, so sometimes, it does not work."

What is our primary use case?

We are using Pega for content management and as a ticket management system.

What is most valuable?

The most valuable feature is flexibility, as we can configure it to best suit our requirements.

What needs improvement?

The reporting does not work well for us. If we have somebody working on a ticket or request, we are not able to track the end-to-end time. Also, the assignment is not happening correctly. Ideally, they should have panel management reporting. The end-user notifications need to be improved because there is a delay. It is not fully compatible with all versions of Internet Explorer, so sometimes, it does not work. There are technical glitches because of this.

For how long have I used the solution?

I have been using Pega BPM for about three and a half years.
Buyer's Guide
Pega BPM
June 2022
Learn what your peers think about Pega BPM. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
610,812 professionals have used our research since 2012.

What do I think about the stability of the solution?

We have experienced technical glitches with the use of Internet Explorer and with reporting.

What do I think about the scalability of the solution?

I don't feel that there are any issues with scalability. That said, until our concerns with reporting are satisfied, we don't want to scale.

How are customer service and support?

The technical support is good.

How was the initial setup?

The initial setup is not complex, although I would not say that it is simple, either. You need to know the technology to implement it.

What about the implementation team?

Our in-house technical team was responsible for the deployment, and we had a consultant working with us.

What's my experience with pricing, setup cost, and licensing?

The pricing is pretty good, compared to other similar products.

What other advice do I have?

We are changing systems because we are trying to bring total service delivery into a common platform, and Pega is not able to handle the requirements. We are interested in a user-friendly solution without reporting glitches and difficulties. The suitability of Pega BPM depends on the requirements. For smaller companies, where one or two products are being serviced, I would recommend it. However, I suggest that larger enterprises consider other tools. For what they are providing, I think the pricing is fair. I would rate this solution a six out of ten.

Which deployment model are you using for this solution?

Private Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Director (Delivery) at a tech services company with 501-1,000 employees
Real User
Good integrations, excellent workflows, and good technical support
Pros and Cons
  • "The solution offers excellent workflows."
  • "There are some UX shortcomings within the solution. However, it's my understanding that they have addressed them and in the next three months they will come out with a new updated version. They will be moving away from HTML5."

What is our primary use case?

The use cases vary. The solution is useful for various types of processes such as client onboarding, opening and processing accounts, policies and quotes, claim registration and reimbursement, underwriting, etc.

What is most valuable?

The solution offers excellent workflows. 

The amount of processes a user can access is very broad.

The integrations within the solution are excellent.

The solution has the ability to manage different versions of rules.

Overall, there isn't a feature on the solution that isn't useful. The solution is excellent.

What needs improvement?

There are some UX shortcomings within the solution. However, it's my understanding that they have addressed them and in the next three months they will come out with a new updated version. They will be moving away from HTML5.

For how long have I used the solution?

I've been working with the solution for fourteen or more years.

What do I think about the scalability of the solution?

We have some clients that have up to 2,000 active users at any given time.

The solution is meant for large-scale enterprises.

It has been used in the insurance and finance industries as well as manufacturing, healthcare, and government. Many governments have started using it as well, so it is being used all over.

How are customer service and technical support?

We've been in touch with technical support many times. They are quite good, overall. 

The only thing is sometimes responses get delayed because they need to go to the logs, they need to go through all the steps, what someone was trying to do, and what was not working. It's quite intensive. It takes time. Otherwise, it is simply good. Great.

Which solution did I use previously and why did I switch?

I've previously had some experience with Appian. They are actually quite different solutions. It's hard to compare them.

How was the initial setup?

The implementation is not the quickest. An organization needs to get a good partner from Pega who will be doing the implementation. If a partner's doing the setup the correct way then it all goes well.

What about the implementation team?

We are a Pega partner and assist clients with the implementation.

What other advice do I have?

We have a business relationship with Pega.

We handle both on cloud or on-premises deployments according to the client's needs. Many financial institutions prefer on-premises, because of the data security. However, even some of the banks have opted for cloud as well.

I'd advise other organizations to get a good partner and take time to compare other options and to do a roadmap. Not every product is suitable for every scenario, so it's important to do a bit of research first.

I'd rate the solution eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Buyer's Guide
Pega BPM
June 2022
Learn what your peers think about Pega BPM. Get advice and tips from experienced pros sharing their opinions. Updated: June 2022.
610,812 professionals have used our research since 2012.
Head of Department at a computer software company with 10,001+ employees
Real User
Scalable with good dashboards and pretty good stability
Pros and Cons
  • "The solution provides us with a very good dashboard."
  • "From a technical point of view, it would be helpful to have some advanced analytics to help with configuration. We have a lot of unwanted features and it would be good to configure it more appropriately so that we are using just exactly what we need."

What is our primary use case?

We primarily use the solution for customer experience. We also use it to create some workflows.

What is most valuable?

The solution provides us with a very good dashboard.

What needs improvement?

From a technical point of view, it would be helpful to have some advanced analytics to help with configuration. We have a lot of unwanted features and it would be good to configure it more appropriately so that we are using just exactly what we need.

For how long have I used the solution?

I've been using the solution for five years.

What do I think about the stability of the solution?

In terms of stability, occasionally there are a few glitches to contend with. It's fine. It's to be expected. It doesn't affect our work too much.

What do I think about the scalability of the solution?

The solution is scalable. If a person needs to expand the solution for their organization, they can easily do so.

Currently, we have more than 20 people using the solution.

How are customer service and technical support?

We've never been in touch with technical support, so I can't speak to how they are or what the process is.

Which solution did I use previously and why did I switch?

We previously used Appian. At the time, there was some product integration and it made sense for us to switch to Pega.

How was the initial setup?

In terms of implementation, the solution's initial setup is a little bit complex. It's not exactly straightforward. The software implementation and deployment, for example, is very complex. In comparison to the on-premises model, the cloud is very quick to deploy. The configuration on the cloud is much more straightforward.

If a person is using an on-premises solution, they will need one person to manage it, but if the cloud is deployed, there's no need for anyone.

Which other solutions did I evaluate?

We're still in the process of evaluating other solutions. We're comparing other offerings to Pega.

What other advice do I have?

We're partners with Pega.

I'm not sure of the exact release number, but we are using the latest version of the solution.

It's a good idea to get clarity in terms of what future upgrades the solution plans to implement. Then, compare it to the competition. It will give you a good idea of what is possible and what will be possible.

I'd rate the solution eight out of ten overall. It's been quite good and we've been quite satisfied with it.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Rakesh Chouhan - PeerSpot reviewer
Solution Architect Grade I at a tech services company with 1,001-5,000 employees
Real User
Stable with a straightforward setup and good workflows
Pros and Cons
  • "The most valuable aspect of the solution is the various workflows."
  • "We need more light retail BPM tools within the Pega system. However, Pega is mostly for big companies."

What is our primary use case?

We are primarily using the solution for or our authorization workflow.

What is most valuable?

The most valuable aspect of the solution is the various workflows.

What needs improvement?

I haven't been using the solution for that long, so I don't know if there are any features that are lacking.

We need more light retail BPM tools within the Pega system. However, Pega is mostly for big companies.

As our group is pretty small, we may need to look for a different solution that's more geared to smaller sized organizations.

For how long have I used the solution?

I've only recently begun to use the solution. I've been using it only for the last three or four months.

What do I think about the stability of the solution?

So far, over the few months we've used it, the solution has proven to be quite scalable.

What do I think about the scalability of the solution?

So far, we've found the solution to be quite scalable.

How are customer service and technical support?

We haven't reached out to technical support yet. We've been only using the solution for a short time.

How was the initial setup?

The initial setup is straightforward, The installation is not that complicated. One of our team members has deployed it onto the storage.

Our own teams handle maintenance. We have several teams on different projects.

What's my experience with pricing, setup cost, and licensing?

We're constantly evaluating other products. We're looking at others on the market right now.

What other advice do I have?

Most of our use cases are related workflow kinds of tasks like data workflow, user onboarding workflows, etc.

Although the solution might be too big for our purposes, as of now we are continuing with Pega because we don't know of any such tools which have the scalability, as well as the ease of use that this solution provides. That's why we are continuing with it right now.

Although I personally haven't used the solution for very long, I would rate it eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Giovanni Vanini - PeerSpot reviewer
Director at PricewaterhouseCoopers
Real User
A complete solution in terms of functionality with processes specialized using the situational layer cake
Pros and Cons
  • "The most valuable feature is the situational layer cake."
  • "Compared to other BPM products, the interface is somewhat complex, so the usability could be improved."

What is our primary use case?

We do not use this solution in my organization. We are consultants and we act as a third-party for our clients.

This solution is used to orchestrate processes across different parts of the infrastructure. All of the activities are coordinated and controlled, managed by a unique platform where they can keep track of everything. 

What is most valuable?

The most valuable feature is the situational layer cake. It's a feature of the tool that allows us to specialize a process according to different countries, products, or other dimensions. This means that we can create complex processes that are differentiated according to geography, product, or other characteristics. The result is that it makes it much easier for us to maintain the solution.

In terms of functionality, Pega is probably the number one solution in this field.

What needs improvement?

Compared to other BPM products, the interface is somewhat complex, so the usability could be improved.

For how long have I used the solution?

We have been using this solution since 2014.

What do I think about the stability of the solution?

Pega BPM is very stable and our customers use it on a daily basis.

What do I think about the scalability of the solution?

This is a very scalable solution. Our customers are large enterprises.

How are customer service and technical support?

The technical support is okay.

Which solution did I use previously and why did I switch?

One of our clients was using a BPM solution by TIBCO before switching to Pega. TIBCO is more technical, whereas Pega is more business-oriented.

How was the initial setup?

The initial setup is quite complex. It requires a lot of time and its not something that you can just do quickly. Pega is a very complete and structured product that needs to be configured according to the organizational structure.

Considerations have to be made with respect to managing data and integrating with their tools. In many ways, it is a Plug and Play tool, but it will require some time.

What about the implementation team?

We have had cases where we have done the deployment for our customers, although in other instances, the client does everything. We prefer not to do the installation, if possible.

What's my experience with pricing, setup cost, and licensing?

The price of this solution, including installation and configuration, is comparable to competing vendors.

What other advice do I have?

My advice to anybody who is implementing this solution is to make sure that they understand it. For example, we are certified in the usage of Pega BPM. It's a very complete product but it is not a simple one. They need to use the right, structured approach to implement it properly. Pega is not a product for a client with small needs. If anything, when setting up Pega you should think bigger and put things in place for what will be needed to lead the team in the right direction in the future.

I would rate this solution an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Assistant Vice President at Barclays Bank
Real User
Easier to use than other products and is more secure
Pros and Cons
  • "It is easy to use, easy to understand, easy to implement and easy to enhance and we can do it as a Cloud. Also it is very user friendly."
  • "Sometimes when we are patching some data from the database, we are getting added as a timeout."

What is most valuable?

In terms of features that I have found most valuable, there are lots of new things in Appian BPM, maybe six in this newer version. Earlier, what we needed to do if we wanted to deploy some code into the other environment was to upload it into the environment, take a patch from the other environment, patch it, and import it. Nowadays it is easier. There is a new feature in the Admin Console where I just need to click on that environment, pick a patch, and just select the environment. Then I see whether it is queuing in the scheduled environment or going for production. I select the environment and I can directly deploy that patch. This is a very good feature of the current version.

There is a very well implemented UI side - the front-end visibility. There is a new progress bar that allows you to see your progress. There is a very impressive UI design that they've embedded into the BPM tool.

What needs improvement?

In terms of areas that need to be improved, I would say the timeout. This is because sometimes when we are patching some data from the database, we are getting added as a timeout. I would like to build a solution for that or to improve that feature, because by doing so the process will be trimmed. Sometimes it gets stuck just due to taking so much time for the user in the back-end data from the database. I think all the other features are very good.

Additionally, I'd like to select the availabilities. I'm using the earlier version now because it is on-premise implementation. If I go on the newer PGi for a couple of days, the latest version, then I will able to see what other additional features we need to have in the BPM tool.

For how long have I used the solution?

I've been working on Appian BPM tools for about three years.

What do I think about the stability of the solution?

I do not have an issue with stability. I'm completely fine with that.

What do I think about the scalability of the solution?

It is definitely scalable and I know that is a very good feature of the Pega BPM and Appian BPM.

How are customer service and technical support?

I have never contacted support. 

But we have one help ticket raised, so technically I do support the production.

Which solution did I use previously and why did I switch?

I like Appian BPM. In Appian BPM I need to code for the components. If it's a bigger program, depending on the sizing, I read about using Pega BPM for that. But I'm working as an Appian Lead and working on Appian BPM tools for about three years.

About a year ago, I was working as a DOS developer and then I moved to Appian BPM and Pega BPM. I get feedback from the users. Based on the data from the POC, I present that to the user and if there is any implement I'll do it on the same day and avail it to the user. If they're okay with it, then I can go ahead and create the application and develop it for the solution.

Working as a DOS developer I'm coming from a different place. I came to know about this BPM tool from the website and learned that it has very good features. So that's the main attraction to BPM tools.

How was the initial setup?

The initial setup is not complex, it is easy. For the first time user, we do have the trial version of it. Nowadays, as you are aware, we have data in the Cloud where it is like MySQL. It will take under 30 minutes. Not more than that.

We are working in Agile. So there is a sprint of two weeks. After each and every sprint we have to be looking forward to the after-sprint plans. So the solution has been deployed after each and every sprint to the queue and on the decided date, to the production.

What about the implementation team?

I used a number of integrators for my current project that was as a re-seller. I don't have experience with implementing. On my current project, I do integrate with the re-seller that does business with Appian. We are just consulting for the solution at our end with an integrator at Appian by using the data authentication.

What other advice do I have?

I would definitely let people know about it. Let me give you a scenario. Let's say there is a banking system. Generally, people come to the bank, fill out the form, and submit it. Then a record will be created in the system. So what happens by using the Pega BPM is that we can clearly identify the flow - how you do it by using the different user input tasks. This is appealing to the user, to the customers, to everyone. Definitely I would like to get a return on that and let them know that if they use this BPM tool, more than any other technology tool, it has the most complete set of tools for the system.

On a scale of one to ten, I'd rate it an eight. This is because it is easier to use than any other product and it is more secure. All of our software was developed in Java and as we know Java is a secure language. 

There are many more features. It is easy to use, easy to understand, easy to implement and easy to enhance and we can do it as a Cloud. Also, it is very user-friendly. Nowadays, it's on Cloud so we can access it from anywhere. There is no location per se or any system requirement.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
OmBajaj - PeerSpot reviewer
Senior Associate Consultant at a computer software company with 10,001+ employees
Real User
Convenient to use and has good marketing automation

What is most valuable?

The marketing automation is very good. The solution is very convenient to use.

What needs improvement?

The solution would benefit from more integration capabilities.

There are some tools within the solution that are difficult to use.

For how long have I used the solution?

I've been using the solution for 1.5 years.

What do I think about the stability of the solution?

The stability has been good. We haven't had any issues.

What do I think about the scalability of the solution?

The scalability of the solution is very good.

How are customer service and technical support?

We've never contacted technical support.

Which solution did I use previously and why did I switch?

I've previously worked with Bizagi, and I find this solution has more features in comparison.

How was the initial setup?

The initial setup is straightforward. Deployment typically takes a few days.

What about the implementation team?

We handled the implementation ourselves.

What other advice do I have?

We use the cloud deployment model.

We've been using the solution for a long time and it's been very good.

I'd rate the solution eight out of ten. There are some technical tools that are hard to use.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
MikhailLyubimov - PeerSpot reviewer
Managing Director, Intelligent Automation Practice, Business Consulting at a tech vendor with 10,001+ employees
Vendor
An excellent enterprise-level solution which is the leader in BPM and case management solutions
Pros and Cons
  • "The interface is quite simple and easy to use, even for beginners."
  • "Pega currently is trying to add chatbots to their systems, and it's still quite immature. This part definitely needs to be improved."

What is our primary use case?

We primarily use the solution anywhere we have to manage processes. I have a large portfolio of clients in financial, health care, life sciences, etc., and I use the solution for all of them.

What is most valuable?

Pega is currently number one in BPM and case management solutions, according to Gartner and Forrester. I like that it’s mostly a no-code platform. It’s also more of an enterprise-level solution. It looks like a front end stack. There are dozens of applications that are just moored to each other. However, Pega feels like one solution.

The interface is quite simple and easy to use, even for beginners.

What needs improvement?

Pega currently is trying to add chatbots to their systems, and it's still quite immature. This part definitely needs to be improved. The RPA also needs improvement. Pega has its own RPA, via an acquisition a couple of years ago. They bought OpenSpan and tried to rewrite it to Pega's platform. It still has some gaps. For example, they have no machine learning. If they want to be more mature in the market, they probably need to consider working on improving that.

What do I think about the stability of the solution?

The solution is stable across all deployment models.

What do I think about the scalability of the solution?

It's very simple to scale the solution, especially if it is on the cloud. It's your own environment. You can just make your own limitations as to how fast you want to create your own new environments. Right now, we are handling 20,000 users.

How was the initial setup?

The initial setup is quite simple. How long deployment takes depends on what you want to implement. It can be as little as 50 minutes if it's something very easy. It's like moving bricks. You are not typing any code, rather you are creating processes. When you're developing it, the length of time needed depends on how many bricks or processes you have to move, or create, so to speak.

In terms of how many people you need to maintain the solution, It depends on what type of support was chosen. It can be your own maintenance, or it can be maintenance from other suppliers or the vendor. It also depends on the number of applications you have as well.

What other advice do I have?

We are using both public and private cloud and on-premises deployment solutions. We're using product versions seven and eight and have previously used product version six.

We’re a Pega partner.

I would rate the solution ten out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
System Architect at a tech vendor with 10,001+ employees
Vendor
A premium solution with a quick setup that's robust and stable
Pros and Cons
  • "The solution's most valuable feature is its quick setup. Nowhere else you can create a good-looking application this quick. It's a fairly robust system."
  • "The pricing model needs to be improved. Right now, it's too expensive."

What is our primary use case?

We primarily use the solution for business process management.

What is most valuable?

The solution's most valuable feature is its quick setup. Nowhere else you can create a good-looking application this quick. It's a fairly robust system.

From an end-user perspective, you can build a really good user experience with the user interface they offer.

What needs improvement?

The solution could use more plugins.

The pricing model needs to be improved. Right now, it's too expensive.

For how long have I used the solution?

I've been using the solution since 2013.

What do I think about the stability of the solution?

The solution is very stable.

What do I think about the scalability of the solution?

The solution is fairly scalable.

How are customer service and technical support?

We haven't dealt with technical support very much. The solution has the usual community support, which is helpful. You can also raise the usual tickets if you're a partner and if you bought the licensing. They're quick to respond.

What's my experience with pricing, setup cost, and licensing?

The licensing depends on each client, but largely they charge a yearly licensing fee.

There are extra costs, such as certification of developers that need to work on the solution. You need people with previous experience or they have to get the certification, which is basically an extra cost.

What other advice do I have?

We use the on-premises deployment model.

I'd rate the solution ten out of ten. It's a robust system that makes it easy to create your basic applications. It is a premium platform, however, so it is costly.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Financial Analyst at a tech services company with 1-10 employees
Real User
Rapid renew structure allows for better implementation over other solutions and aids clients in serving their customers
Pros and Cons
  • "Powerful, full-featured business process management with excellent support"
  • "Lack of stronger cloud support is somewhat inconvenient for users and implementation."

What is our primary use case?

We use the Pega BPM platform for helping companies establish, expand, or solidify their business process management and workflows.

How has it helped my organization?

We do the licensing of the product, and the capabilities of the platform have allowed us to flexible in the type of organizations we work for. Our strengths are in corrections and investigation into the organizational process. We also have our own IT and have existing models that we use for the insurance industry, inventions industry, and others. These models allow us to have a starting point and build out to fit a unique organization's needs. We do a bit of work for the government as well. For the clients, improvements should be an enhancement to business processes, workflow, and efficiency.

What is most valuable?

A lot of our customers are working with a digital confirmation. The enhanced features in Pega are appealing to our customers as they can use it on designs, digital agility, omnichannel or customer experience. The rapid renew structure allows better implementation over other solutions and aids clients in serving their customers. Because of the features available, we are filling a need we see for our customers. It works with team frameworks and allows them to take proactive decisions with their product lines, data integration, data crunching and some other features that are helpful for customer marketing.

What needs improvement?

In terms of improvement, we would see a benefit in Pega having better availability on the cloud side. Their presence on the cloud is not as strong as their competitors. Pega and the partners both have needs to enhance their cloud footprint compared to what it is now.

There is room for improvement with RPA as well (Robotic Process Automation) to automatically take action for users. 

For how long have I used the solution?

We have been using Pega solutions for three years.

What do I think about the stability of the solution?

The product is also extremely stable. It has a very strong case management base. This holds a lot of complex business to business information and that makes it so implementations and use can be simplified and promptly provided to the customer. The key is that the business department has to understand the product and its purpose in the right manner. I think Pega is one of the most stable applications in the environment of business technology, use, and implementation.

What do I think about the scalability of the solution?

The product is extremely scalable. Scalability comes with two criteria: choosing the number of users and how it will be implemented in the businesses. Some organizations have 40-50 users on Pega and others have more than 1000 users. As far as the scale of use is concerned, there are absolutely no issues. 

The kind of variety and scale that Pega can handle — the different types of business, different types of application, the different types of integration — is absolutely amazing and don't think that any of its competitors come close.

How are customer service and technical support?

The technical support is extremely good. By technical support, this refers to technical support that we as partners get from Pega. But the support comes in two parts. When we implement Pega, we take ownership of supporting our implementation on multiple levels.

We talk to Pega one-on-one for service requests and we have no reason to complain. That being said there are still some issues here and there, but they are infrequent.

Which solution did I use previously and why did I switch?

We have been using Pega BPM since our inception based on capabilities. Our expertise has helped us carve out a nice niche with the marketplace.

How was the initial setup?

The Pega BPM is designed in a manner which allows for the product to be implemented by experts and then for control to be handed over to the business users. If the business users are not prepared, the flexibility and ease of use for the business users can't be guaranteed. If the Pega platform is implemented in the right manner, the organization needs to integrate the right skills, the right implementation, and best business practices. 

Unlike other software solutions, Pega is not about having a whole army of developers working to put a solution together. Once the core platform is set, the application can be taken further with even junior developers implementing more controls.

The resources involved in the implementation actually support the organization and the product when implemented well.

What about the implementation team?

As we do the implementations we do not rely on outside teams. We are the outside team with a high level of experience with the product.

What was our ROI?

Of the business tool available on the market, as of right now, Pega is not the cheapest. But when you choose Pega, it is possible to realize a greater return on investment. The return on your investment is more important. The implementation is a big investment as is the commitment of the organization, but the return is greater.

What other advice do I have?

I would place Pega BPM at around an 8.5 out of 10 because of the cloud and RPA issues. However, Pega is an excellent choice. It is efficient and does what it is supposed to do. It is extremely important to choose the right product and implementation partner. What the customer should be looking for in terms of an implementation partner is the quality of resources that they have, it is not the quantity. 

The Pega resources are classified into solution updates, frequent solution updates and new solution updates. An implementation partner needs to have a core team that brings the solution together. The emphasis is on the people who take the implementation forward.

It is very important to see if the implementation partner has the right interface and the right experience. Organizations themselves need to look at developing a certain amount of internal Pega support. This means choosing a partner or provider willing and able to impart their skills and knowledge. The client has a lot of control on their side. Its good to be able to rely on a strong business implementation partner.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user1001247 - PeerSpot reviewer
PRPC Developer at a tech services company with 1,001-5,000 employees
Real User
Offers extra force in doing common tasks like OLS, solving situations, and reporting
Pros and Cons
  • "While Pega technical support is okay, it also depends on the issues you need help with and who your contact is with Pega."
  • "What should be included is some UI features and maybe some integrations. This includes documentation on how the UI works."

What is our primary use case?

The most valuable features of Pega are the integrations that come out of the box. You have extra force in doing some common tasks like OLS, solving situations, or reporting.

How has it helped my organization?

What I found useful is irrelevant when our customers often could not afford a full Pega solution. I'd like to see them introduce some cheaper or more affordable solutions.

What is most valuable?

Some of our clients are still waiting to upgrade from Pega 6 to Pega 7. Only a variety will upgrade from 7 to 8. Overall, Pega 8 is a good platform with improvement.

What needs improvement?

What should be included is some UI features and maybe some integrations. This includes documentation on how the UI works. For example, some way for the Pega out of the box tools to support UGS. That would be very wise.

My issue is that the UI is hard to see in some small details. You can't do fast work with it all the time. Sometimes a customer has some requirements that you go outside of this box. It gives you the Pegs UI tool which has some limitations about styling and customizing the UI.

For some customers, it meets their requirements and for some, it doesn't. That's my view for organizational use. Maybe they could provide better technical support. 

When you are trying to do some minor attachments, you shouldn't be required to use the UI. However, you can just use the solutions that are already in there.

For how long have I used the solution?

I have been using Pega BPM ( /products/pega-bpm-reviews ) for five years.

What do I think about the stability of the solution?

I like Pega BPM and the way that Pega is in harmony with all of these solutions.

What do I think about the scalability of the solution?

Scalability is a good part of Pega. Big applications are slow. They always have something in a test-mode or something to be improved. Some other Pega features are not too good in my experience.

We are not using Pega in my organization. We are providing solutions to our customers based on the number of users. One of the issues around Pega I've had experience with are applications that confuse the users.

How are customer service and technical support?

While Pega technical support is okay, it also depends on the issues you need help with and who your contact is with Pega. When you have a solution license, you don't get the support.

You need to go to some other sites, ask questions and hope that somebody will answer them. Pega has a solution where they provide support if you have some issues. You can find a solution with a person who has some experience at Pega for support.

We managed to resolve all of our issues and the overall experience was quite nice.

How was the initial setup?

Setup is the flexibility of Pega from my point of view. There have to be some complex things that make issues on any project. Pega needs some additional features here.

What about the implementation team?

I worked as an integrator and consultant. I did the setup on my own.

What other advice do I have?

My main advice is to look over the solutions for each customer base to understand the main features in Pega and what should be done or shouldn't be done.

In my experience, I've met some people who say that Pega is quite expensive and hadn't even the slightest idea of how to use it and these features.

My main advice is just to get acquainted with Pega as a solution. I will give it a score of eight out of ten. It's quite good.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
AlokPillai - PeerSpot reviewer
Functional Consultant at a financial services firm with 10,001+ employees
Real User
Easy integration through API and web services leads to faster deployment and better efficiency
Pros and Cons
  • "The most valuable features are case management and integration services."
  • "The unit testing needs to improve, as well as the user interface."

What is our primary use case?

Our primary use case for this solution is for case management systems.

How has it helped my organization?

This product makes it easier to connect to multiple applications because integration through API or web services is very easy. That is one thing that has helped. The development time is very quick.

What is most valuable?

The most valuable features are case management and integration services.

What needs improvement?

The unit testing needs to improve, as well as the user interface.

In coming releases, I would like to see something in Artificial Intelligence (AI) and Machine Learning (ML).

For how long have I used the solution?

Four years.

What do I think about the stability of the solution?

This solution is quite stable. We deploy applications every month, generally to production, so we see that the product is quite stable, with no complexities. Overall, we're happy with the stability.

What do I think about the scalability of the solution?

The scalability is good. In some areas, we had some trouble, but I think it was the way it was designed and not the product itself. So, we feel that it is good.

How are customer service and technical support?

The technical support is quite good. They come back very soon, so we're happy with the support.

Which solution did I use previously and why did I switch?

We did not use another solution prior to this one, so we started with Pega.

How was the initial setup?

The initial setup for this solution is straightforward and not very complex.

The time for deployment depends on the complexity of the application.

What about the implementation team?

We handled the implementation in-house and have people with experience in Pega.

What was our ROI?

I cannot share the financial details, but what I can see is that the users are happy because they get the solutions faster. That, for me, is a big benefit because I can show my product to the customer quicker than with any other solution. It makes me more efficient.

What's my experience with pricing, setup cost, and licensing?

The licensing fees are based on the number of users.

Which other solutions did I evaluate?

I don't think that we evaluated other solutions. We were happy with what the tool was offering and chose it.

What other advice do I have?

This product is pretty easy to work with. Sometimes you need experts, and it can be difficult to find Pega experts. Otherwise, it's a good tool to work with.

I would rate this solution an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Mallik Kesavaraju - PeerSpot reviewer
Associate Director at a tech services company with 10,001+ employees
Consultant
User interface and ease of workflow development help cut down on dev time
Pros and Cons
  • "It cuts down the time taken for coding. Earlier it used take for us four hours to do a particular code. Now this can be done in less than 30 minutes. That's the kind of productivity gains you can get."
  • "The user interface and the ease of developing the workflow for an application are valuable features."
  • "The biggest thing I have seen is when going from one version to another and upgrading to the latest version, it takes a pretty long time for an organization to go through an upgrade process. I think that's an area where they can make it a little smoother."
  • "There have been some performance scalability issues. Suppose you want to add more users. You go from, say, 800 users to 1,500 users, and sometimes that creates issues for which there is no clear explanation. To fix it you have to escalate it with customer service and sometimes the response is not up to the mark in resolving those issues."
  • "It is scalable, but it also interacts with a lot of other systems. I think they thought that the interface to other systems, legacy systems, was its strength, but when problems do occur, quickly diagnosing those problems has been a challenge."

What is our primary use case?

I help clients do digital transformations, so I've been consulting with CIOs, C-level executives, to implement solutions around Pega BPM. One example is for a commercial insurance company, it is a quoting system for their brokers. For a retail management company, it could be something like their human resources onboarding system.

How has it helped my organization?

It cuts down the time taken for coding. Earlier it used take for us four hours to do a particular code. Now this can be done in less than 30 minutes. That's the kind of productivity gains you can get.

What is most valuable?

I think it is the user interface and the ease of developing the workflow for an application. It has a lot of gadgets to just plug and play, and that cuts down your development time quite a bit.

What needs improvement?

The biggest thing I have seen is when going from one version to another and upgrading to the latest version, it takes a pretty long time for an organization to go through an upgrade process. I think that's an area where they can make it a little smoother.

Also they need to come up with licensing options. Right now they do have a cloud-based option, but the cloud prices I've seen are much more expensive compared to competing products.

For how long have I used the solution?

More than five years.

What do I think about the scalability of the solution?

Yes, we did in the sense there have been some performance scalability issues. Suppose you want to add more users. You go from, say, 800 users to 1,500 users, and sometimes that creates issues for which there is no clear explanation. To fix it you have to escalate it with customer service and sometimes the response is not up to the mark in resolving those issues.

It is scalable, but it also interacts with a lot of other systems. I think they thought that the interface to other systems, legacy systems, was its strength, but when problems do occur, quickly diagnosing those problems has been a challenge.

How are customer service and technical support?

On a scale of one to 10 I would give them a seven. They're fairly knowledgeable and if they've seen a problem somewhere else, they have a knowledge base and they send out solutions. But if they haven't encountered a problem, if it's unique for a particular customer's situation, sometimes it's very hard for them to provide a solution. They say, "Hey, we will take care of this in our next version upgrade." For that you have to wait for a long time.

Which solution did I use previously and why did I switch?

I was working with various other products like Savvion BPM and IBM VPN. Because some of the customer situations, we switched them from those applications to Pega, and I think customers have been happy with it.

How was the initial setup?

There are two options. If you are doing on-premise, it's a little complicated because you need an admin-type person who can help with the installation. But if it is cloud-based, then it is easy. It's all done in the Pega cloud and you just have to get the user ID and password and you are in business.

It depends on which option the customer goes for. It is definitely complicated if it's on-premise.

What's my experience with pricing, setup cost, and licensing?

They have both on-premise and cloud licensing. If you are a small to medium company, go for the cloud option because that eliminates a lot of the setting up of your DevTest and performance environments, multiple environments, because you can buy that from Pega with the cloud option. So your setup time really goes down.

If you're a large company, then you're better off putting it within your company. You have other skill resources within your company to create environments. Large companies have an option of either going for cloud or for on-premise.

Which other solutions did I evaluate?

We evaluated IBM BPM and Appian.

What other advice do I have?

You really need to know how you are going to use this product. Is it for customer service? Is it for marketing? Is it for robotic automation? Is it for other things? You also need to work with your business partners to clearly define the processes a user goes through to achieve the desired end result. So you have to do some "pre-work" before you buy this product or before you install this product. Licenses are expensive. You cannot start the process after you buy because then you are wasting the license dollars. If you are using this product for business process management be aware that organizations a long time to make changes to those processes. You have to initiate those changes early so that you can take full advantage of this product.

I rate it nine out of 10 overall. I feel that they should consider making the licensing more flexible and more economical. The second issue is upgrades. They have to work on them to make them smoother.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Platinum technology partner.
Brent Reed - PeerSpot reviewer
Founder at Tactec Strategic Solutions Inc.
Real User
Allowed us to develop and quickly release with confidence using cloud technologies
Pros and Cons
  • "Decreased time for plane departures and landing, supported analytical insight for planning of three to six month forecasting, and helped with operational decision planning and support."
  • "Allowed us to develop and quickly release with confidence using cloud technologies."
  • "Pega Cloud early adoption and use for cross enterprise capability was new to many. The early adoption meant version 2.0 of their cloud service may require refactoring and redesign of some services."

What is our primary use case?

Real-time operational case management and live reporting of key arrival and departure information, including live operational data feeds from both internal and external data sources on web and mobile devices.

How has it helped my organization?

Decreased time for plane departures and landing, supported analytical insight for planning of three to six month forecasting, and helped with operational decision planning and support.

What is most valuable?

Pega Cloud and Pega BPM, because they allowed us to develop and quickly release with confidence using cloud technologies. We limited disruption on core operational systems while proving the business and technology requirements.

What needs improvement?

Pega Cloud early adoption and use for cross enterprise capability was new to many. The early adoption meant version 2.0 of their cloud service may require refactoring and redesign of some services.

For how long have I used the solution?

More than five years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user745629 - PeerSpot reviewer
Lead software architect, engenering manager at a tech services company with 10,001+ employees
Consultant
Most valuable feature is the fast prototyping

What is most valuable?

Fast prototyping.

How has it helped my organization?

Nothing compares with custom development.

What needs improvement?

  • UX
  • Business specific functionality

For how long have I used the solution?

Three years.

What do I think about the stability of the solution?

Yes. Product failed to start periodically. No tolerance to DB outages.

What do I think about the scalability of the solution?

We did not have significant load, but one physical server instance was able to serve around 100 concurrent users.

How are customer service and technical support?

Four out of 10. They try to push all issues to the implementation team.

Which solution did I use previously and why did I switch?

Customer decision.

How was the initial setup?

Straightforward.

What's my experience with pricing, setup cost, and licensing?

Licensing is expensive. You need to wisely select between per user and per case.

Which other solutions did I evaluate?

Appian BPM and Activiti BPM.

What other advice do I have?

Have a strong skilled architect.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Download our free Pega BPM Report and get advice and tips from experienced pros sharing their opinions.
Updated: June 2022
Buyer's Guide
Download our free Pega BPM Report and get advice and tips from experienced pros sharing their opinions.