Pega Platform Reviews

Our company is the service provider for Pega BPM; we act as the IACs for three products from Pega. We recommend a product to our company's customers based on the requirement and their budget. 

If a customer is looking for a platform at the enterprise level, which comprises customer service, case management, BPM, and mobile features, our company recommends Pega BPM to them. 

When customers look for standalone applications, not at the enterprise level but a quick local platform they want to build some applications with, such as a leave management system or an attendance system, then we recommend other solutions than Pega. 

When an enterprise-level platform is required, which is Pro Code, our company recommends Comodo. If someone is looking for a case management platform to perform the BPM and native operations using native mobile apps but not the front-end processes, this is where our company will always recommend Comodo.  

The UI cannot be customized in the solution. 

I have been using Pega BPM for ten years. 

Our company is an Elite partner of Pega; there are only six to seven Elite partners of the vendor, which include TCS, Infosys, and Accenture. Thus, our company has a strong relationship with Pega, and we receive a response within an hour from the tech support team when an issue occurs. Our company's CEO was the technical director of Pega for fourteen years. 

For small and medium-scale requirements, the solution can be deployed within a week. But for large organizations the deployment time would vary depending on the requirement volume. The largest systems in Saudi Arabia are running on Pega. The solutions from the vendor handle the process of commercial registration, compliance metrics, investment management, citi management and integrations with IoT solutions. 

Pega is usually not recommended for developing small-scale applications; rather, Comodo or OutSystems can be used. Pega CRM is one of the most robust applications in the market, offering a private cloud, unlike Salesforce.

Some customers in the Middle Eastern countries, India, and other APAC countries don't want the cloud to be hosted outside their native countries. Vendors like Salesforce don't have a cloud server available in the Middle Eastern countries. Pega now offers integrated customer service, 360° customer view, and additional services as per customer needs. 

For one of our customers for Pega, their revenue escalated from 300 million a year to 600 million Saudi riyal in a quarter. There are multiple Pega licensing models, including outcome- and revenue-based licensing models. Financial institutions usually prefer Pega's revenue licensing model. 

For instance, a loan-based financial institute will have to pay X amount as the cost once they can cater one billion loans. As a thumb rule for price calculation, if you are availing a limited number of licenses for a small entity, it's going to cost you a dollar for each case or end-to-end workflow. 

From creating a Pega account to purchasing the solution, all the processes in between, including the KYC and customer role management process, are considered a single case. If there is a huge volume requirement of ten million cases in India, the same price will come down to 50 cents per case; with negotiation, it might also come down to 33 cents a case. 

Pega BPM and other solutions from the vendor are all low-code solutions. Especially in the Middle East and African markets, our company has noticed that they are more focused on front-end development; therefore, often, a customized UI is required, which cannot be implemented with Pega due to low code functionality and standard principles defined in the platform. But Pega BPM offers an integrated case flow and customer service, which contributes to the vendor becoming a world leader. 

There are AI-driven business process management features being incorporated in the solution. For instance, if you mention the vendor about your plan to develop a loan application, they build the entire case flow for you and make the application available within an extremely short span, after which the connectors and APIs need to be set up and integrated. Pega BPM is a highly advanced solution. 

At our company, we also evaluate if a customer actually needs Pega solutions before recommending it. For instance, if Pega is considered the Ferrari of the industry and the customer is willing to drive at a speed of 10 to 20 Km/h, then it's not worth the cost. For basic requirements, a customer can choose Comodo when only the BPM layer and custom UI are needed to build native mobile apps, while the workflow remains on Comodo. 

Pega is the leader in business process management solutions. Pega creates market trends across the globe. If you check Forrester or Gartner reports, Pega has always been rated as the top BPM solution provider. Other competitor companies learn from Pega and implement improvements in their products. Pega is not considered a front-end portal platform. The limitations of Pega are quite logical. The product owner of Pega mentioned that to build a low-code rapid development platform, it is mandatory to provide templates.

For example, in MS Word, you can use the numerous templates or start from a blank template. The templates in Pega are pre-defined; they cannot be customized; when starting from scratch in a solution, it won't be considered as a low-code solution. Pega needs to find a way to implement low code even with a blank template. Pega is working on a new product line called Constellation in which the aforementioned issue will probably get resolved. 

I would overall rate Pega BPM an eight out of ten. There are still some challenges with the front-end aspect of the solution, but the product is best when it comes to business processes and customer service management. 

The European and American customers of our company are more keen on the process flow rather than the application appearance at the front-end. But for customers who are focused on the front-end more than what's underneath the Pega product, it becomes very difficult to make them understand the value of Pega. I expect the vendor to implement improvements on the front-end. 

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.

Neutral

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 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.

The primary use case for this solution is business process management within a local bank. The environment involves handling various banking operations and customer interactions, where the solution aids in streamlining and automating processes.

The platform has significantly improved organizational efficiency by automating complex processes and enhancing operational flexibility. It has facilitated smoother workflow management and integration with existing systems, improving overall productivity.

The product's most valuable features include its adaptability and flexibility, attributed to its Java-based architecture. It allows for easy updates and incorporation of new features, ensuring the solution remains relevant and effective in meeting changing business needs.

The product's artificial intelligence capabilities could be improved. More advanced AI features could further optimize process automation and decision-making.

I have been using Pega BPM for approximately three years.

The solution generally maintains good stability. It is designed with dual balances to ensure continuous operation even if one server fails.

The platform is highly scalable, accommodating the growth of organizations and adapting to increased demands effectively.

We previously used a different business process management tool but switched to Pega BPM due to its superior flexibility and adaptability to our specific needs.

The initial setup was straightforward and self-explanatory, taking approximately one day to complete.

The implementation was conducted in-house, and no vendor team was involved. Our internal team handled the process efficiently.

The return on investment is substantial, ranging from 3o% to 80%, with visible improvements and benefits typically realized within a short period.

The product pricing is considered reasonable compared to other solutions in the market.

We evaluated several options, including IBM BPM and Oracle BPM. 

Overall, the solution is highly effective for business process management. However, to fully leverage its capabilities, you must stay updated with the latest features and improvements.

I rate it an eight out of ten. 

PegaRULES is used more for business process management. Perhaps in a bank or any other organization. If you want to automate anything, you may require a tool, which is, simply building the same thing in Java. 

People choose Pega because it's a flow-oriented tool that is already predefined and you can plug and play.

I can say that less development effort is required for developers, allowing them to focus on business problems rather than technical issues. It corresponds to every BPM, so it serves the same function.

Pega also sells the same so that you can integrate with legacy applications or with different applications that may or may not have AP capability. You can use UiPath in between with PegaRULES integration.

There are a lot of features, which most people prefer.

Case Management is the most valuable feature of PegaRULES, which is not found in other BPM tools.

Containerization should be improved in relation to Pega because Camunda is deployable in the containerization deployment process. Pega is trying to move in that direction, but that will have to improve slightly.

I have been using PegaRULES for 15 years.

Pega has multiple models, and I believe a few teams are cloud-based. Our organization is mostly moving to the cloud, but not entirely. However, we use on-premises deployment.

PegaRULES is extremely stable. It is still dependent on developers. 

Initially, I believe we will require the services of architects to set up the cloud structure and design. Everything must be thoroughly reviewed. Developers will need to follow suit. In terms of stability, I would say it's a solid application. How you use it is determined by how you built it. You must exercise caution when developing the application. If teams attempt to build the Pega without the necessary experience, performance issues and other issues may arise. That design must be correct, and it must be reviewed and monitored. I believe it will be able to stabilize this application.

It can also be scaled up. It is determined by the scope of the data, but it can be scaled up to meet the requirements of the application. It's in hardware and adding hardware to an extra. It will follow the data availability features. Pega will support the ability of Java applications to scale up based on stability. I don't know much about that particular hardware side, but I can say that it can scale up to meet the needs of the user. It is dependent on the application or how large these applications are. It can be scaled to any size.

The number of users is dependent on the project. There are large projects that may involve 10,000 or more users. In a few applications, you may see only 1,000 or 500 users or something along those lines. It is dependent on the application and who is using it.

I have contacted technical support, and they are very good.

The technical support for Pega is excellent. They were able to assist us and even guide us if we had any issues. If you contact Pega technical support, we'll find a solution right away.

I would rate them a five out of five.

Positive

We mostly use Pega products.

Pega provides documentation. The same documentation can be followed during their own deployment process.

In my opinion, it's not complicated in terms of deployment; but it depends on how your applications will be deployed. It's the same method. 

Pega will also assist you in this regard. It simplifies the deployment process and makes it easier to set up others.

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

If everything works and is ready, the initial setup can be deployed in half a day.

In terms of the price, if I were to compare Pega to other tools, it would be more expensive, but it would also provide you with the same features.

If there are applications that scale up to the enterprise level, we would go with Pega, and if it's a smaller application with a smaller workflow, or if they can't afford to invest that much money, they'll go with less expensive tools such as Appian. Camunda is open source, we have people working on it.

The licensing fees are not that much.

I would rate PegaRULES an eight out of ten.

I work in the automobile industry, and I generally use Pega for automating regulations and warranty applications.

Currently, we are in a project where the return on investment is less than six months, which is quite noticeable. Time savings are about three hundred percent when building an application in Pega compared to building in Java.

It's an end-to-end solution and a digital transformation tool. It has a range of modern technologies and proven designs built into it, making it a one-stop solution for many industries, including banking, insurance, automobile, and government. It includes AI, has decision-making capability, and is a rich case management tool.

The UI layer is a concern since it is native to them and embedded into the code. I cannot have my own UI layer at the moment. Also, finding a person with the right knowledge for Pega, since it has fewer resources available, is a challenge.

I have been using it for 18 years now.

When you say stable, it all depends on how you have approached the application or the design. If you choose it and design it correctly, it is 100% sustainable.

There is no need to be concerned about scalability. It is scalable across regions and divisions.

The support is okay. I would rate it as six or seven. They have a process-driven approach that can delay problem-solving.

Neutral

I have used WorkFusion and Kofax in one of the solutions. However, Pega clearly outperforms them in all aspects.

As a cloud-based solution, it's a click away. If you are talking about on-premises, it hardly takes an hour, and one person is enough for installation.

Currently, we are working on a project where our return on investment is less than six months.

Pega is at the higher side of medium pricing, but with the cloud, it should be manageable.

I have used WorkFusion and Kofax before. However, Pega clearly outperforms them.

I'd rate the solution nine out of ten.

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.

The rule engines work well.

It is a stable product.

The solution could be more scalable. 

It has some DevOps limitations.

The product could be more robust and faster compared to what they have right now.

Pega is also stable. It is also an old product. They have DevOps limitations if we compare it with Appian. That said, from the tool perspective, Pega is stable and reliable.

It is not as scalable, as, for example, Appian. However, I don't have extensive knowledge and therefore can't speak widely on the scaling process. 

I've never contacted technical support. I'm not sure if they are helpful and responsive. I've never talked directly with them. 

I've also used Appian.

I have limited experience with Pega. I don't have extensive knowledge about the Pega, however, there are a few things, which may be the reason to prefer Appian over the Pega. The engines, the rule engines, internally, on Appian or Pega work. However, in terms of how they process your request Appian is more scalable and more robust.

The setup is also good. It also provides the cloud, so it's not an issue from that perspective. I did not use it very extensively, however, they do have a cloud, so it's fine in terms of implementation.

I can't speak about the exact costs. I don't deal with that aspect of the solution. 

I don't have that much experience on the Pega, however, from what I have experienced, there's a little bit more that can be offered. I'd rate it a six out of ten.