Pega Platform Reviews

We use Pega BPM for backups, consumers, markets, payments, loans, etc.

The most valuable features of the solution are case management, routing, and low-code environment.

The solution's pricing model or licensing model could be a little better.

I have been using Pega BPM for 12 years.

I rate the solution’s stability an eight out of ten.

I rate the solution an eight out of ten for scalability.

The solution's technical support is good, but there are some things it needs to improve. Sometimes, the support takes longer because of the customer queries and the analysis it has to do.

Neutral

The solution’s initial setup could be made a bit easier.

We are using the solution's case management, many finance-related modules, and some frameworks. The solution's case management function has improved our daily operations. It was easy to customize Pega BPM for our industry. The solution handles some industry-leading tasks, like legal compliance.

Pega BPM has a huge offering, which includes CLM (Contract Lifecycle Management) and many frameworks built into their packages to comply with industry standards. Pega BPM is deployed mostly on-premises in banks for data security. Other BPM services, such as Oracle BPM, IBM BPM, Appian BPM, and Camunda BPM, are available in the market.

Small and medium enterprises have different needs and different costs. Pega BPM simplifies the modeling of a typical low-code workflow and data. There are other use cases where some other tool works better. Recommending Pega BPM depends on the business needs and journeys. Using the solution varies from case to case and depends on cost, complexity, infrastructure, and all other associated things that come with it.

Overall, I rate the solution an eight 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.

We primarily utilize it for automating a multitude of business operations, including finance, accounting, manufacturing, and product development. These processes play a crucial role in managing our day-to-day operations and we find that the automation provided by our use of this technology streamlines and simplifies these processes greatly.

The most valuable feature of Pega BPMI would be the academy courses, specifically the Product Development Network (PDN). Additionally, our organization has a dedicated Customer Engagement Team that we work closely with to achieve our goals.

The training aspect of Pega BPM requires significant enhancement. There should be more opportunities for third-party training and engaging events, such as hackathons where individuals can share their expertise. Additionally, the training structure itself should be more organized, as I have received feedback from my colleagues in the COE that the current training approach is overwhelming and requires excessive referencing to obtain accurate information. Another area for improvement would be the user experience with regard to RPA. Simplifying the IDA for citizen developers would make it easier for them to adopt the RPA tool.

I have been using Pega BPM for approximately five years.

I rate the stability of Pega BPM an eight out of ten.

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

The setup of Pega BPM is not complex.

I rate the initial setup of Pega BPM a six out of ten.

I rate Pega BPM a seven out of ten.

In conducting our evaluations and comparisons between UiPath and Pega BPM, we found that both systems hold a comparable standing. Although, it is evident that UiPath outperforms in certain aspects such as user experience and ease of use in the development process. On the other hand, Pega BPM excels in addressing complex customization needs and offers more cost-effective solutions. Ultimately, our assessment concluded that both systems score equally in terms of their capabilities and effectiveness.

UiPath is best suited for smaller-sized companies. Pega BPM is better suited for large-sized businesses. 

I would recommend this solution to others.

I rate Pega BPM a seven out of ten.

The solution offers business process modeling when it comes to processing your models or maybe your workflows. 

Every company will have a process where it goes from case initiation to different stages based on the business need or business requirement. Pega helps get processes routed to different or next stages depending on the business rules and based on where it needs to be routed. 

Out of the box, Pega provides processes where the assignment will be picked based on some criteria or many other attributes. It's purely based on your business needs. It ensures the process is routed through the correct criteria from start to end and helps manage the entire flow, the process, and everything.

The solution offers many use cases. 

The case management is great. 

Pega provides a lot of advanced smart shapes wherein you can just create a case for using the smart case itself. You can integrate or maybe add any integration points you need there. 

A lot of Pega is out-of-the-box. You can use it as is or configure it in just one click.

The UI part needs improvement. 

Some integrations can make it unstable. They need to strengthen the integration aspect and make the process more seamless. 

It would be nice if Pega provided suggestions while users were on it. It already gives you some warnings, however, in relation to specific rules, it would be ideal if Pega could provide suggestions to help users make improvements here or there.

I've used the solution in almost every project I've worked on. 

We have hundreds of people using the solution in our company. 

The scalability is good in general. I would rate the ability to scale eight out of ten. 

Technical support has been good overall. 

Positive

I worked on a Vis ID tool and a BPM tool. It was for a short span of time. Pega was far better than that.

While it is not too complex to set up, you do need to understand the solution and know the rules. 

We have people in place just to set up the pipeline and everything. The Pega team has to work with the system team to set up everything and maybe one or two people are involved over there. From the core setup perspective, it's the role of a developer who has to do it. There's typically a lead and two or three developers that handle the setup and validate things once deployed. 

We did have some help from Pega during the initial implementation. Mostly, we handled the setup in-house. 

We have witnessed an ROI while using the solution. 

The pricing is quite good in general. I'd rate it nine out of ten in terms of affordability.

We've deployed the solution both on-premises and on the cloud.

It's a pretty good tool. If you're using it as an adjusted rules engine, Pega gives you the flexibility to integrate with different applications seamlessly. You can give the responses back as well. It has scalability. It makes it easy to maintain rules and you can delegate things seamlessly from Pega when you're doing that. 

I'd rate it nine out of ten overall. 

It's built on the base core product.

Pega provides a lot of out-of-the-box capabilities in terms of rules. You need not write anything. If there is anything that's specific to your company's need, then you'll go ahead and do a "save as" and work on those activities. That said, PegaRULES already provides most of the out-of-the-box activity for sending emails, sending correspondences, or most of the items that you do on general web applications.

Pega helps speed up and create rules around sending in correspondence as transmittal things, for example, PDFs, et cetera Pega gave us a lot of out-of-the-box rules we could just apply. It already converts from bytes to streams and PDFs to any other format, and it generates and gives reports to users. You need not worry about what Pega does inside, the back end. Everything is handled and you just benefit from the work it does behind the scenes. 

The rules Pega provides for almost all the areas are great. Pega provides a lot of flexibility or out-of-the-box rules. You do not need to write your own code. It's a low-code solution which makes it very easy to use. 

The setup process is pretty simple. 

It's not too expensive.

It is stable and reliable.

The solution can scale.

Technical support is helpful. 

The UI needs improvement. 

Some integrations can be a bit complex during implementation. 

Other than that, we have not come across any missing features. It's been very good across the board. 

I've been using the solution for nine years now. 

The stability is decent. It's reliable. I'd rate it eight out of ten overall. There are no bugs or glitches, and it doesn't crash or freeze. 

The scalability is good. I'd rate it eight out of ten overall. 

Technical support has been quite good overall. We are happy with the level of support we receive.

Positive

We previously used a VPN tool before. This solution is far better. 

The solution is fairly straightforward to set up. It's not overly complex. That said, some of the integration is a little complex. Apart from that, everything looks good.

It doesn't take too many people to deploy the solution. 

We have witnessed an ROI while using the product. 

The pricing is very reasonable. I'd rate it none out of ten in terms of affordability. It's not overly expensive. 

We have the solution deployed both on-premises and on the cloud. 

If anyone is checking out Pega or maybe trying to use the tool, I would say just go ahead and do it. It's a pretty good tool in the market, and users can easily deploy it to try it out.

I'd rate it nine out of ten overall. 

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.

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.