Pega Platform Reviews

This solution is useful for business process management if you have any banking solutions or need to manage a process. Maybe a very simple example could be a loan approval process where you need to upload your documents and have them be verified by users. In other words, you have a methodical process in place that encompasses reviews. It can be anything, it might be an order that you have placed on Amazon which needs to go through another. Anything that involves a methodical process is a good fit for Pega as a product.

What I found the most valuable is the case management and the UI design capabilities. We have the ability to do any kind of integration on Pega, which is really beneficial. 

I think there is room for improvement in the low code/ no code environment that they're promoting now. That needs to be aligned a little bit more. I still feel that it is not that friendly for a person who has no experience with Pega to just go in and try to create something. It is a little bit difficult to comprehend, which can be a challenge for the developers who manage the solution because they will have a hard time getting people to use it. For example, if several business users start developing an application at the same time, bottlenecks can happen and the developer will have to go in and kill the conflict in the rules that they have created. That could be better streamlined, which means there is room for improvement there.

I have been using this solution since 2010.

I would rate the stability of this solution a nine, on a scale from one to 10, with one being the worst and 10 being the best.

I would rate the scalability of this solution a seven, on a scale from one to 10, with one being the worst and 10 being the best.

I would rate their support a five, on a scale from one to 10, with one being the worst and 10 being the best. There are lags in their responses.

My impression is that the initial setup process has to be followed via documentation. It's becoming a little bit less complicated, but it is still not easy for an inexperienced user to kickstart and deploy. The deployment an hour and a half at most. It can be deployed by one person. 

I would rate this process a six, on a scale from one to 10, with one being the worst and 10 being the best.

The pricing is a bit costly. Although it is a little bit costlier than all other tools on the market, it is more consistent. It also shortens the time to go live by quite a bit.

As far as maintaining this solution goes, how extensive it is will depend on whether or not you will be maintaining just Pega. It allows you to delegate many of the business rules to business users where they themselves can actually go and configure their rules and modify them. A user can have their own dedicated set of rules that they can go and configure. 

Overall, I would rate this solution an eight, on a scale from one to 10, with one being the worst and 10 being the best.

Our customers range from banking to insurance to telco. In banking, customers use Pega for marketing, sales management, and onboarding processes as in loan onboarding or customer onboarding. They also use it for customer service, for example, when a customer calls up the bank to handle a payment inquiry or a problem. Pega also handles collections. We also deal with many of the operational processes inside the banks. 

In insurance, we work with Pega on property, casualty, and health. In insurance, we have built underwriting systems, and systems to manage attack claims, as well as the sales and customer management service part.

When it comes to telcos, it's primarily in the marketing area. Besides that, we have customers in the government sector. So, in government sectors, it is primarily to automate many of the citizen services, as well as to automate many other online operations.

Pega has traditionally been very good in inclusion automation, which primarily deals with case management, and following the automation along any other processes.

Pega has a capability called the Pega series, which is a customer lesson hub. With it, you can offer or create a business conversation with the customer. For example, if a customer comes onto a bank's website and they're searching for a loan, we have to present the right offer to the customer in milliseconds. With Pega, you can quickly understand the customer and therefore be able to present the right, most personalized offer to them.

Many customers use Pega for customer service also. It's quite useful for that.

It is stable.

We find the product to be scalable. 

Customers expect more out-of-the-box solutions. Right now, Pega is a platform on which you can build anything; as a platform, it's very powerful. However, what customers also expect is a quick turnaround. That is one area where they can improve. If they could create more business-friendly, customer-friendly solutions in the areas where customers traditionally use Pega, that would be helpful. That way, the same solution can solve similar problems for other customers, and it is more plug-and-play.

They are building in process mining. They acquired a technology company in Brazil, so they're bringing process mining over into the product. Process mining will help the customers to do continuous business implementations since they will find challenges to help adjust processes. That is one thing that we're looking forward to. 

We've been a Pega partner for seven years. 

From a stability point of view, Pega is increasingly used in markets like Southeast Asia, where the volumes are very high. From that perspective, it's able to handle large volumes. Also, as a modern SaaS technology, it is compliant with all the standards which are required. It is very compliant and very stable.

When it comes to using software in a low-volume market and a few of the other smaller markets, scalability is not much of a factor. When it comes to implementation in countries in Southeast Asia like Vietnam or Indonesia, then the volumes are very high, and we have seen Pega stand up to those challenges. It is scalable.

Technical support on Pega has improved in recent days with the advent of the cloud. If there is any kind of improvements that are required, Pega manages that.

For anything where any of the customers require advanced support from Pega, the support team is always available. They have specialized teams now to basically provide the exact support that is needed. Earlier, it used to be one team. Now, most specialized teams are available on Pega to provide the required support based on the need.

The initial setup is very straightforward, although if it is a customer who is new, they might find it challenging. If they involve the right system integrator, then along with the right system integrator, I don't see a challenge there.

Pega is also available on the cloud as well as on-prem. It is one of the few types of software which is available both on-prem and on the cloud. With the cloud solution, starting up is pretty easy. A successful setup is basically a combination of using the right partner and going onto the cloud to reduce the initial friction to onboard Pega.

From a staff point of view, for a standard application, it requires 10 to 12 resources, and they would involve people who are lead architects and developers.

It would require business analysts or someone who can work with the business to understand and visualize the solution.

It requires one engagement lead to work with the customer and manage the entire project and one or two clusters. With a team of 10 people, we have seen we can deliver end-to-end applications on Pega quite easily.

When it comes to maintenance on production, it requires a team of either two or three based on the size of the application.

We have witnessed an ROI. 

It varies based on the business case of the customer. For traditional operational processes where either the operation process is not automated - or even if is - it can create time-saving scenarios. 

In the scenarios where Pega is used in the market capabilities where it's more for offer generation or to upsell and cross-sell to the customers, we have seen an uptick in the revenue as Pega did show a conversion-based increase in outcomes.

When it comes to other scenarios, like based on the business context, if it is a customer's service application, that's where we have seen Pega help improve the average call handling. It has the capability of RPA. Therefore, during the call with the customer, if you have to fit information from other systems and quickly provide all the information in a very short time in front of the call center representative. It has helped reduce the average call handling time and the number of FTS required to manage customer service.

Therefore, it has had an impact on customer satisfaction, as well as reducing the overall cost related to servicing customers.

We are one of the largest Pega partners.

They have a primary product: case management, clean automation, and customer engagement. Various customers will be in various versions of Pega, and we deal with all versions.

If customers require an enterprise-wide implementation, they should be aware that there are requirements that are specific to the various lines of business. If they require such complexity to be addressed in a very specialized way, Pega can work well.

I'd rate the solution nine out of ten.

It is just for business rules. An example would be that you want to apply for a credit card limit, and if the credit limit amount is less than a certain value, we won't necessarily do a real-time check. We do basically auto adjudication. So, the rules can be used as part of the flow.

They're pretty easy to create, and they're pretty easy to deploy. 

In theory, business rules tend to be something that business users can use. What I mean by that is that I don't know whether it always works out that well because the problem in banking specifically is that you need auditing and you need some kind of control. So, even if you're doing rules, there has to be an approval process. You can do all that in Pega, but it is not exactly everything that the vendor says it is. I've spent some hands-on time with the platform, and you can do those things, and it is all low code, but is it as easy as they make it sound? No. That's my two cents. For example, if I want to do something, there is no way to switch from low code. I just want to do a simple If-Then-Else rule, but I have to go through their low-code tool and do dragging and dropping. I'm a development person, and in my opinion, even some business users could do this easier. There is no way to go back and forth to an editor where I can just type in an If-Then-Else rule, which would be much faster than drawing in their low-code editor. They don't support that. They lead you too much. It depends on your level of expertise, but in some cases, it is just not that easy to use.

I don't like their whole deployment pipeline. It is very closed in nature. You have to use their pipeline to push things out to production. It is a turnkey solution, and I'm not a big fan of that. That was one of the things that we liked better about Salesforce. With Salesforce, we could use our own deployment tools or we could use a third-party deployment tool. Pega is a pretty closed system. It is closed in the sense that the deployment pipeline and some of the things that you do go through their tool. They don't integrate with GitHub, Azure DevOps, and so forth, which are really effective for versioning. I just don't like that.

It works, and it is effective.

At a previous organization, there were a couple of thousand users executing PegaRULES, and there were 30 to 50 users creating and modifying rules.

They're decent. A big organization or a big bank is going to want to pay for the premium tech support. If you don't, then you got to be willing to wait. They're no different than any other enterprise solution. Their support, as an example, is better than MuleSoft because we had rather big challenges with MuleSoft support, but Pega was better.

We also have an IBM rules management solution, and we also have Appian, but the situation is that we're having challenges getting the productivity out of them.

I've also used FICO Blaze rules, but that was not here. It was at a previous job.

It took a while to onboard.

They're very cagey in giving out prices, and it is very difficult to find out the real price any organization is going to get. It is almost never their list price, if you can find it, and there are a lot of factors that go into the whole pricing. 

Their SaaS deployment model, which was the way we were going at a previous organization, had some benefits over Salesforce, but the concern was the price they were going to charge depending on the number of rules or something like that. We were afraid that the cost was going to blow us out of the water. We didn't choose it. We went with Salesforce.

Pega can be effective, but it is not trivial to get it set up, get it deployed, and get people to know it. That's not unlike some of the other big enterprise solutions. Even for Salesforce, as an example, you're going to need to staff appropriately. Pega isn't one of those solutions that you can basically put in an ecosystem and expect three or four people to roll out successfully. I just don't think that's the case. You're going to have a challenge finding people who already know it.

When we were doing the RFQ, there were some other organizations we talked to, and they were very successful, but now, they had quite a large installation base. I know at one of the organizations when they installed Pega, and this was circa 2018, they had a lot of road bumps. They had to get Pega consultants in. Maybe they had SI in because I was indirectly working with it with consumer lending, and it was one of the many factors that they were late and over budget for delivery. That's the challenge with these big platforms. For a simple point-click solution, they can be quick to get going, but most organizations, especially banks, don't have something simple. You've to integrate with a bunch of APIs. You have to do testing, and you got to do the deployment, etc. So, you need to create a center of excellence, and I hate that term, at least to get started until you get some organizational-wide talent.

In terms of maintenance, if you've got it on-premise, you're going to need two or three admins to work with your infrastructure team to stay on top, but it isn't something they're going to do full-time all the time. SaaS offering has a lot of advantages because it gets you out of that whole deployment perspective. To most companies, I would recommend seriously looking at the SaaS version and not getting involved with on-premise.

I'd rate it a seven out of ten.

Our use case for Pega BPM is BFS process management. Earlier, we were facing some challenges such as using the end numbers of applications, but now we are careful. Decision-making took too much time in the past, but now that can be done within a few hours or a few days. For example, when managing a claim, that used to take almost five days to a week. Now, that would only take two to three hours in terms of resolving issues. The processes are much faster now in Pega BPM, in particular, almost ten times faster.

The most important features of Pega BPM are case management and claims management, and soon they'll also be offering claims processing.

I also love Pega BPM in terms of performance. It's also one of the very few user-friendly solutions in the market. It may take some time to learn Pega BPM, but once you get a proper handle on it, tracking and managing processes become very easy anytime, anywhere.

Pega BPM also has very good documentation you can use to learn the solution. Pega has a community portal that has complete information and explanations, and if you're facing a challenge, you can post your challenge on the community portal and get a resolution at the same time.

Currently, there isn't any feature I want to be added in the next release of Pega BPM because Pega always adds new features that my team welcomes and looks forward to learning.

One area for improvement in the solution is the long learning curve, but after that, you'll find Pega BPM easy to use.

I've been using Pega BPM for almost four years now.

Pega BPM is a stable solution.

Pega BPM is a solution that's easy to scale.

I haven't contacted the Pega BPM technical support team yet, but when an issue arises, and I would need to contact the team, hopefully, there would be a good response and availability from them.

Pega BPM is my first BPM solution, so I have no experience with other similar solutions.

Setting up Pega BPM was very easy for the team. Deploying the solution is so much faster and takes up a lesser amount of time than other solutions. For example, if a competitor takes a month to completely deploy, Pega BPM deployment will be completed within two weeks, or almost half a month.

I would rate the setup for Pega BPM four out of five.

We implemented Pega BPM in-house through our BPM team.

In terms of the pricing for Pega BPM, other solutions may be cheaper, but it doesn't matter if Pega BPM has a higher price tag because what's important is that it's the best solution, and that is what people look for.

If I would rate the pricing for the solution, I'd give it three out of five.

You have to pay extra for additional features in Pega BPM.

The business process management solution my team uses is Pega BPM, particularly the older version 7. My team is planning to onboard the new version of the solution, version 8, soon.

Maintaining Pega BPM is sometimes expensive, but it's manageable. It takes money to maintain the solution, but it's a good product based on the service it provides to customers. Pricing doesn't matter because what matters to any client is that the solution should be very good and should provide accurate results. This is the main reason people go with Pega BPM.

My company has a team dedicated to maintaining the solution.

Five to six people currently use Pega BPM within the company.

For now, I don't have any suggestions for people looking into implementing Pega BPM because for sure those people have research teams that do the research and implement the solution according to market research. They know exactly what type of solution is needed based on research.

I would recommend Pega BPM to new users of BPM solutions or local platforms, but research is still required before implementing the solution.

My rating for Pega BPM is nine out of ten.

My company is a partner of Pega BPM with clients it provides services to. My company also provides implementation support to clients.

Regarding the primary use cases of Pega BPM, I can say that my company deals with multiple domains, like the government sector, banking, financial institutions, telecom, health care, and multiple domains that require Pega BPM.

The most valuable feature of the solution, I believe, is case management, which sets it apart from the rest of the solutions in the market.

I believe that Pega's strategy when it comes to the UX part is not that great currently as compared to the other emerging BPM tools in the market. I look forward to seeing the UX part of the solution improved in a much better manner.

I have been using Pega BPM for nine and a half years. My company's customers use the solution. My company has a partnership with Pega.

It is a stable solution.

It is a scalable solution.

The solution's technical support is good. My company is able to acquire the required assistance from the solution's technical support team, and they also provide consultancy services. I rate the technical support a nine out of ten.

Positive

I wouldn't say that I have used any other solutions previously, but I was trained to use TIBCO, a low-code platform.

The initial setup of Pega BPM is neither easy nor complex, so it falls somewhere in the middle. Pega has provided options for automation for the setup phase, but still, its setup phase is not as direct as some of the other tools in the market.

Pega BPM has set a path for its setup phase, wherein you need to go ahead with Helm chart automation since Pega is a very wide solution, and infrastructures can differ for different companies. Pega doesn't offer something specific, like Terraform. In other technologies, the product gets installed with one click or just a few clicks, but with Pega, a person has to work a lot on the infrastructure part as well.

The solution is deployed on the cloud and on-premises. My company provides the solution on Pega Cloud, technology-specific clouds, client-specific clouds, or on-premises.

The complete implementation process for Pega BPM would take a minimum of two to three days, prioritizing the infrastructure first and then the product.

Two people, one from the infrastructure end and one from the product end, which is the technical support person from Pega, would be needed to complete the deployment of the product. There is also the need to have Pega's partner who does the installation, making him or her the third person involved in the deployment.

The price of Pega BPM falls on the higher side of the spectrum if I were to compare it with other solutions in the market. What sets Pega BPM apart from other solutions in the market is that it has many features, including the use of AI and modern gen AI, which currently is not something you can experience in any other tools in the market. The aforementioned details contribute to making Pega BPM a leader in the market.

I would say the people who have realistic business process management kinds of use cases can go ahead and purchase Pega BPM blindfolded since it serves as a great case management tool, better than any other tool in the market. Pega BPM provides great visibility to its users, especially when you are involved in designing, where it will show you the number of stages, steps, processes, data, and even the people or parties who were involved, making it a great tool for case management. Presently, Pega BPM is heading towards the inclusion of more AI, owing to which it can be considered as one of the leaders in the market. The CRM part of the solution is one of its key selling features.

Though the solution's UX is good for developers, when you have to deliver the product to the customer, you don't get too many options for customization that can help you create an appealing view.

I rate the overall solution an eight and a half to nine out of ten.

We use Pega BPM for one of the finance applications and the different order and demand management.

Pega BPM offers a lot of out-of-the-box functionalities.

Pega BPM's documentation should be improved, especially for freshers or new trainees.

Pega BPM's pricing could be improved because it is expensive. People are not choosing Pega BPM because of its price and are moving to open-source or cost-effective solutions like Camunda.

I have been using Pega BPM for around two years.

Pega BPM is a very stable solution.

Pega BPM is a scalable solution. Around 10,000 users are using Pega BPM.

Pega BPM's initial setup is easy.

Users have to pay a yearly license cost for Pega BPM, which is expensive.

I am using the latest version of Pega BPM.

When we started, it was a team of 10, and now 23 employees are involved in the solution's deployment and maintenance. The solution has nine to ten developers and testers.

Overall, I rate Pega BPM a seven out of ten.

The solution is used in banking, telecoms, and in insurance.

In certain circumstances, it can be fairly straightforward to execute and deploy new modifications.

The usability of the solution for developers is sometimes difficult to work with because instead of fixing the existing bugs in the previous version, there is always a rush to push out a new version leaving the bugs in the old versions unresolved. I would like the bugs to be fixed before moving on to a new version.

Upgrading versions is a challenge and expensive. PegaRULES should try to spend more time on developing the newest versions in such a way the upgrade could be easier, or in a way that clients don't need to upgrade every year to a new version or every couple of years in order to plan expenses and complicated upgrades.

The UI needs reworking. PegaRULES has added new features to the UI, but I'm not sure it's the right direction.

I have been using the solution for over ten years.                                                                                        

I give the stability a five out of ten. The solution is not the most stable solution available.

I rate the scalability of the solution a five out of ten, taking into account the requirements, user base, licensing, and hardware constraints that could potentially limit scalability.

The technical support is responsive, but sometimes negotiation is necessary to get the materials needed to address simple bugs. When working on a complex project sometimes patches can be found and the response is usually helpful. Often they'll come back with a fix and point to where the problem lies, however, there have been occasions where upgrading to the next version is the only solution, regardless of whether it is feasible for the client or even possible.

Neutral

The initial setup is challenging. I give the initial setup a three out of ten.

Some clients work with older versions and eventually choose to upgrade, which can take anywhere from five to ten years. This upgrade process is very expensive; although I haven't been on the sales team responsible for the pricing, I know it costs millions of dollars.

I give the price a five out of ten.

I give the solution a five out of ten.

We have around 20 people using the solution in our organization.

PegaRULES approach is unique; its own hierarchy and structure of applications are distinct from most other similar tools; which are more object-oriented and adhere to traditional methods.

We are using Pega BPM for all the major domains, insurance, banking, FMCG, and telecom.

The most valuable features of Pega BPM are low code, no code, functionality, and easy development.

Pega BPM can improve product management, case management, omnichannel, CDH, and the customer data hub. All the major domains can improve. Additionally, more AI functionality and proper integrations with Pega RPA would be helpful.

I have been using Pega BPM for approximately four years.

I rate the stability of Pega BPM a nine out of ten.

We have approximately 2,000 users using this solution.

I rate the scalability of Pega BPM a nine out of ten.

I have contacted the support from Pega BPM.

I rate Pega BPM an eight out of ten.

Positive

I have previously used OutSystems.

Both OutSystems and Pega BPM are Java-based applications with similar implementation methods. However, Pega BPM has a more integrated digital transformation solution and includes tools for RPA, while OutSystems does not have a specific focus on RPA. Pega BPM has more solutions geared toward digital transformations.

The initial setup of Pega BPM can be complex if the implementer does not have Java knowledge.

The price of Pega BPM is in the middle range compared to other solutions.

I rate the price of Pega BPM a five out of ten.

We have 30 people for the maintenance of the solution.

I rate Pega BPM n eight out of ten.

I am the Head of Digital Transformation at my organization. Currently, I am implementing Pega for my customers. All of our customers want payment and collection solutions implemented.

We have multiple projects that have many use cases for Pega. For example, one client is in the insurance industry that uses insurance data. Another customer is in banking where we implemented a customer service system.

Pega can implement an automation system that catches incoming emails and can automatically triage and route them. 

Pega BPM has a full suite for any enterprise. It is a process orchestration platform. It has detailed features for case management and workflows. 

I value Pega's decision control, which can take care of your next transaction with all the decisions taken care of. 

The solution also has very strong customer service where all your issues will be taken care of across multiple channels like calls, email, and chat. It has a really powerful UI. It is a single platform for customer service automation for any enterprise.

I would like to see Pega BPM improve the user experience. The platform has a lot of restrictions. 

I have been using Pega BPM for 18 years.

Pega BPM is stable compared to other solutions on the market, even for high usage.

The solution is scalable. There are constraints when it comes to the terms of design and when you want to expand. When considering infrastructure scalability, there is nothing to worry about, it is scalable.

If you choose Pega BPM on the cloud, the initial setup will take care of the infrastructure. You will need to spend some time to identify the suitable infrastructure. Even after implementation, there is a certain amount of upfront work required in terms of design and foundation. Once this is complete, everything else is smooth. 

Deployment can take a few days to get on board with your foundation as it is very tedious.

Licensing varies across geographical regions for us. 

I would recommend this solution to anyone considering implementing Pega BPM. It is a scalable, reliable platform that is suitable for many kinds of organizations. 

I would rate this solution a nine out of 10 overall.

I am currently using it in my current organization. I have recently joined a new organization that also uses Pega, but in my previous organization, we used Pega for a couple of use cases where we set up automated workflows and other things.

We were doing straight-through processing and had everything set up. And we had RPA, and BluePrism bots there that we wanted to decommission, we set up Pega to do so.

We had issues with RP as a technology, as well as numerous challenges with some critical processes. Now, what used to always fail, too many bots and too many handoffs, both human and automated, is where we thought we would build APIs and integrate Pega.

When we were implementing in 2012, we also used Pega phones. It was a complete front office to back office interaction that was created, followed by case management. But I'm not sure, if you say case management as a feature, there's also knowledge management, which is present, but case management is what I've used extensively. 

Overall, the ability to integrate with multiple applications and effective case management is the most valuable.

If it could also be integrated with robotics, it could help with a lot of things, even if we don't have APIs, we could still talk to other applications. If it could invoke a bot, for example.

It currently has OpenSpan, but OpenSpan is a different thing entirely, as you call it in robotics order. 

If the BPM and robotics could be integrated more easily, then I believe both could be used.

It is not at all integrated. OpenSpan operates in a completely different manner, and Pega operates in a completely different manner. Part of it is called Pega robotics, but it has nothing in common, in my opinion.

I have used Pega BPM for quite some time. I started using Pega BPM in 2012, it has been for 10 years.

However, because I was leading at the time, I didn't have much experience with the tool. There was one client at the time, where my role was to lead a 60-person team. 

We actually did massive implementations. We used that finance framework to create a lot of workflows, at least three to four workflow applications that were quite large, as well as a lot of integrations and such. 

We did use it extensively from 2012 to 2015. We are still using it.

Pega BPM is definitely a stable product.

Pega BPM is scalable.

I am not sure how well it will work because we have a lot of requirements that I see today, we have a lot of emails, that we want to set up, all of these as workflow. I am still trying to understand and see how all of these emails will be converted to case management and email listeners, how much it can be scaled, and whether it'll work properly or not when the volumes increase because we have a huge demand right now. We also have to see how Pega will support us.

We haven't reached the point where we can scale to maximum capacity to see how the product performs. However, we can currently see that the product is scaling based on our requirements.

Because I am new to the organization I don't know how many users it has. But, in the previous organization, I believe there were many business units that used it, including the front of house and back of house. I wouldn't have a figure in mind.

At my previous company, I was one of the business units that used it. I wouldn't know, but from my business unit's perspective, the front of house was probably 200 people.

It is used daily, and we get through our smart forms, we get the inputs, and then the back office creates the interaction, and the back office works on it.

They have a very good support system.  You must have your contacts in place, and they must respond to you based on the escalated level. It's fairly consistent.

I would rate the technical support a four out of five.

Positive

So far, I have primarily used Blue Prism and Automation Anywhere for RPA.

The initial setup was difficult because, as previously stated, there were numerous integrations. However, we had excellent support from the ECS team, the Pega team, and the platform setup. 

Once we got it set up, I would say we were pretty stable. Once done correctly and set up properly, it should be more stable than an RPA solution, in my opinion.

I would rate the initial setup a four out of five.

The initial setup was done in-house.

It was in-house when I did my setup. It was not a cloud setup, but rather an in-house setup. We did an upgrade, and everything was done in-house.

I would rate Pega BPM an eight out of ten.