Pega Platform Reviews

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.

We support clients who use this solution. We have had a client who used Pega in London at their headquarters and in their data center operations in India. They installed Pega in the UK, but they wanted to run the applications from the data center in India. They wanted to give access to all the business users across the world in more than 12 different countries. 

The client used SAP for their business system, Pega for the business process management and UiPath for automation.

The robotic process automation has increased the confidence of business users. 

The cost of licensing could be improved.

I have been using this solution for 5 years. 

There are multiple components within support. This first component is the functional support from an BPM perspective that is module related. The second component is technical support for when clients want any customization of their BPM product along with any workflows.

The initial setup is straightforward. For an implementation project, we usually have a team of 10 BPM developers along with the BPM technical architect and the BPM technical lead. The implementation projects runs over 18 to 20 weeks, while an upgrade project, requires eight to 10 people over 12 to 16 weeks. If it is a support project, we use a team of six people over a period of one year.

Normally, we don't own the licenses. Customers have their own licenses and we work on their environment.

As an IT services company, we provide different solution options to customers. We offer SAP BPM, Pega, IBM BPM and Oracle BPM. The first and foremost consideration is that the customer needs to be comfortable with the solution that we offer. 

Application development is very rapid. A lot of code gets reused while building the applications, which is something we highly appreciate. 

People are also very happy with the robotic process automation and the dashboards. They are very good.

Its implementation in the public sector was a bit complex. 

In terms of features, I have not come across any limitations in the last four or five years. I'm on the sales side. I work with customers, and my role involves reading a customer's mind and providing the best solution so that all pain areas are addressed. Pega has got very good features and tools. I didn't come across any limitation where a customer wanted something, and we were not able to provide that. Generally, whatever a customer demands, we are able to meet that demand. 

We have been using Pega since 2017 or 2018. It has been about four or five years.

Its stability is good.

I have not come across any scalability issues. The government customer has perpetual licenses. We are very populous in nature, and people come from the web as well from the mobile. They are able to process all those requests. I've not come across any issues.

Their support has been excellent because the person who heads the Pega practice is very senior. He was the sixth employee of Pega in the UK. He has an excellent relationship with the CEO, Mark Allison. Mark has been to our development centers because we have been expanding in the last three or four years. Our focus is banks. So, he has been visiting us. 

As an organization also, there has been tremendous support from Pega. We are a small but growing organization. We are not very big, but we are competing with the big brothers in the industry who have been there for over decades.

The finance part that people were doing was not too difficult. It was straightforward. However, when we implemented it in the public sector, it was a bit complex because of the disparities in the data structures and the maturity of the customer. They had different ERPs. So, it was a bit tough, but they appreciated it. We are a Commonwealth country. So, whatever works in India would work in any Commonwealth country. We have an education department here, and there are two categories: higher education and technical education. Based on merit and a lot of other parameters, such as caste, people have to be given subsidies, grants, and aid, which change with the political system. A new leader can announce that he wants to give laptops to all standard 12 students who have scored 90% marks. So, all such rules can be built very quickly. The SLA is for about five working days. We have to complete a new request in five working days. Most of the customers here want parallel development. Normally, we have six to eight teams working. Generally, we give a new Pega solution in about 100 days. After a solution is rolled out, we have a separate team with about 10 people, and they cater to 10 and 15 customers.

There is a team that looks into its cost. When it comes to licenses, we don't get involved with selling the licenses. We insist that Pega sells the licenses directly to the customer. This is the model we work with. We make money only through our implementation.

The licensing is on a yearly basis. Because of our special relationship, all the training certifications are free of cost. All our employees can do Pega certifications at zero cost. It is all on Pega.

We have a small team based out of London, UK. We have Pega and Appian. We don't have anything else. It is a very small team, and we only cater to financial institutions. We are trying to acquire a few Pega customers in the Middle East from the UK.

I am based out of India, Bangalore, and in India, Pega is just coming in. There are not many installations in the government as well as enterprise sectors. There is a private sector bank that is trying to move to BPM. They have not yet made a decision about what they want to procure, but they have been talking to Appian and Pega teams.

I would rate it a 10 out of 10. We have had a beautiful experience with them.

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.

Pega BPM is used by us for customer onboarding, support, and care.

Case Management, as well as Workflow Automation, are Pega's most powerful capabilities. 

By creating a visual layout of the business process, designers can easily go and implement the business process. And from there, you can pretty much do it in concur. You can concentrate on each area of the business process and create user input tasks with defined role-based access controls on each of those user input tasks.

Pega's low code development is entirely based on object-oriented and application development. However, I believe it can be used in a low code application, such as development platform features such as tracking and dropping some user components. It has that support, but not to the extent that other platforms do, such as the app in or out system. They make it very simple to create UIs without the need to use HTML, CSS, and JavaScript together to create pixel-perfect UIs. I believe Pega could improve in this area.

I have been working with Pega BPM for more than five years.

It's fairly stable and in performance as well.

We didn't have to put much effort into upgrading our platform and adding more resources. I would say that the platform is obviously very robust and capable of scaling to large enterprise-scale recommendations.

In our company, we have more than 300 people who use this solution.

Technical support is very good. They usually respond quickly to inquiries, whether they are about infrastructure or products.

The initial setup is straightforward. You can now create your business processes and begin designing forms for end users. On Cloud, it is pretty straightforward.

Maintenance is dependent on the size of the program or application. You would need at least two people. However, the number of people would vary depending on the size of the application and the program.

Some of the key pain points were addressed by the applications that were developed, primarily in terms of user satisfaction and implementing them in the business process. 

The return on investment was not a consumer web application where the product would be rolled out to the general public and revenue would be generated. 

It was designed primarily for internal business users, With the main goal of the application being to improve business processes and bring all offline processes online to have a digital footprint of those business processes, making tracking easier.

I am not aware of the cost. But, considering the licenses, user licenses, and infrastructure, I'd guess around a million USD.

I would rate Pega BPM an eight out of ten.

I believe they simplify the application development. It is still complex. The learning is not easy, it takes time compared to other products on the market. For the learning curve, I would reduce two points.

When our clients automate the KYC and onboarding processes, they can reduce their manual force and then deploy them in much better tasks rather than the mundane activities of selecting forms and gathering information.

There is definitely an advantage to digitization, so we recommend Pega to our clients for the KYC digitization. Pega's strength is in KYC onboarding.

The workflow automation can be slow, so there is room for improvement there.

Personally, I have been using the solution for the past three years, but my company has been using it for about seven or eight years. 

The solution is stable.

The solution is quite scalable. 

The customer service team is very responsive and helpful. We haven't had any complaints or issues with them. I would rate the customer service as a nine out of ten.

Positive

The initial setup was easy. On a scale of one to five, I would give it a four. 

The deployment was handled by Pega and was quite easy, not very complex, and the customer was satisfied. 

The pricing is a bit on the high side, but you're paying for a quality product.

I would recommend that you work with one or two Pega developers in the initial stage. After that, it's quite straightforward.

I would rate this solution as a nine out of ten. The Pega product is definitely good.