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Founder/Director at Thoughtschools
Real User
Top 5Leaderboard
The solution offers a lot of out-of-the-box functionalities, but its pricing could be improved
Pros and Cons
  • "Pega BPM offers a lot of out-of-the-box functionalities."
  • "Pega BPM's documentation should be improved, especially for freshers or new trainees."

What is our primary use case?

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

What is most valuable?

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

What needs improvement?

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.

For how long have I used the solution?

I have been using Pega BPM for around two years.

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What do I think about the stability of the solution?

Pega BPM is a very stable solution.

What do I think about the scalability of the solution?

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

How was the initial setup?

Pega BPM's initial setup is easy.

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

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

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Amazon Web Services (AWS)
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
reviewer990828 - PeerSpot reviewer
Delivering Digital Workforce at a retailer with 10,001+ employees
Real User
Integrates well, good automated workflows, and the technical support is helpful and responsive
Pros and Cons
  • "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."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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.

What do I think about the stability of the solution?

Pega BPM is definitely a stable product.

What do I think about the scalability of the solution?

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.

How are customer service and support?

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.

How would you rate customer service and support?

Positive

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

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

How was the initial setup?

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.

What about the implementation team?

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.

What other advice do I have?

I would rate Pega BPM an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Pega Platform
December 2024
Learn what your peers think about Pega Platform. Get advice and tips from experienced pros sharing their opinions. Updated: December 2024.
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Works at Automation delivery
Real User
Business Process Management solution that has increased the confidence of users in our systems
Pros and Cons
  • "The robotic process automation has increased the confidence of business users."
  • "The cost of licensing could be improved."

What is our primary use case?

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.

What is most valuable?

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

What needs improvement?

The cost of licensing could be improved.

For how long have I used the solution?

I have been using this solution for 5 years. 

How are customer service and support?

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.

How was the initial setup?

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.

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

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

Which other solutions did I evaluate?

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. 

What other advice do I have?

I would rate this solution an eight out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
AmarenderChitti - PeerSpot reviewer
Feature Lead at a financial services firm with 10,001+ employees
Real User
Easy to set up with great documentation and training
Pros and Cons
  • "The initial setup is pretty straightforward."
  • "The local development approach is good in Pega, however, cost-wise, it's getting expensive. That needs to be addressed."

What is our primary use case?

For an upcoming project, my manager told us to look at all the different capabilities between the Pega, Appian, and the Camunda. We don't know the use case yet. We need to know the use case, however, at this point, we are just exploring different tools, BPM tools.

What is most valuable?

The integration is good. It can be capable of different integrations. 

There is a Pega Decision Hub, which is just a text-based analytical site. Based upon the text-based analytics and it can decide and trigger a case.

There are a lot of new features in Pega that are great.

I like case management in Pega. For the case management applications, so it's really fast to develop and it can scale and be extended based upon the business requirements.

The initial setup is pretty straightforward. 

The documentation and training available are great.

Pega is coming out with Pega Express, which is kind of a low-code development platform. The business rules can be built in a Pega Express Portal, which is more specifically built for business users and not technical users. That way, even non-technical people are able to build their own business processes easily.

What needs improvement?

The local development approach is good in Pega, however, cost-wise, it's getting expensive. That needs to be addressed.  

With Camunda, containerization is the most helpful feature. It can containerize and it can have its own deployment process. Pega may be adding that feature in a future release, however, right now, that's lacking and needs to be addressed.

I'd like to see Pega support microservices architecture, which it doesn't do right now.

For how long have I used the solution?

We have been using the solution for more than six years.

What do I think about the scalability of the solution?

The scalability is excellent. It can scale as much as you need it to. It's one of the great aspects of the product.

How are customer service and support?

I've never directly contacted technical support. I can't speak to how helpful or responsive they are. We have our own internal team that can troubleshoot.  

That said, we used to connect with Pega on issues and it's my understanding that support tickets can be addressed very quickly. Support-wise it's very extensive. 

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

I also trained in Appian. 

How was the initial setup?

The initial setup is straightforward. There is no complexity. There is documentation around the installation process and upgrade process as well. Pega will also provide you with good training materials in the Pega Express Portal, which is helpful for teams who are planning for new developments. That way, they can learn easily and understand everything.

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

It's a great product, Pega, however, cost-wise, it is a little expensive compared to other BPM tools. That's where I feel that they can improve.

Which other solutions did I evaluate?

Now, we are exploring other software, like Camunda. We just want to see the different designs or decide which tool is better for our application.

What other advice do I have?

We are a customer and an end-user.

We have been using Pega for more than six years, and at this point, we also want to just explore the other BPM tools. It's kind of for considering cost efficiency also. We are looking at the cost of the development effort or the scalability of the tool. While I like Pega, I'm just exploring the other BPM tools with respect to Pega.

While it depends on the application you are using, if you're planning for an enterprise application that can interact with different applications, Pega would be a good option.

Sometimes if you have a smaller workflow, for example, if you're just introducing a smaller workflow in an existing application and you just want to leverage only that workflow-related feature, you don't need Pega. You can just have any workflow tool, like Camunda or Appian. Cost-wise, Pega may cost you more.

If you're planning to leverage all the features in Pega, like case management and low-code, no-code and RPA, robotic process automation, and other high level or case management, if you are planning to leverage all these different kinds of features that are available in Pega, just go with Pega. And if you're just planning to leverage only a kind of workflow, you don't need to go with Pega. You can just go with other BP flows or BPM process models like Camunda. 

There are a lot of features that you can explore in fault tolerance and error handling, exception handling, et cetera. There are other items as well if you're in the development stage, and something like Page will likely be helpful. I don't know of other tools that will support anything to that extent.

There are still some limitations in the solution. I'd rate it at an eight out of ten, as there are still some improvements that can be made. 

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Rahul Bilove - PeerSpot reviewer
Senior Technology Specialist at Aaseya IT Services Pvt. Ltd.
Real User
Top 5Leaderboard
A stable and scalable tool for case management
Pros and Cons
  • "It is a stable solution...It is a scalable solution."
  • "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."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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.

What do I think about the stability of the solution?

It is a stable solution.

What do I think about the scalability of the solution?

It is a scalable solution.

How are customer service and support?

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.

How would you rate customer service and support?

Positive

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

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

How was the initial setup?

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.

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

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.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
reviewer1907370 - PeerSpot reviewer
Sr. Technical Architect at a tech services company with 10,001+ employees
Real User
Performs well, is easy to install, and has responsive technical support
Pros and Cons
  • "Case Management, as well as Workflow Automation, are Pega's most powerful capabilities."
  • "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."

What is our primary use case?

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

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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

What do I think about the stability of the solution?

It's fairly stable and in performance as well.

What do I think about the scalability of the solution?

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.

How are customer service and support?

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

How was the initial setup?

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.

What was our ROI?

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.

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

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

What other advice do I have?

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.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
PeerSpot user
ManishSingh6 - PeerSpot reviewer
Senior Consultant at a tech services company with 1,001-5,000 employees
Real User
Effectively automates any business process but needs to be more user-friendly
Pros and Cons
  • "Pega BPM's most valuable features are case management, integration, the convenience of using REST APIs, and the ease of changing things at the UI level."
  • "Pega BPM could be improved by including token-based authentication and extending its integration options."

What is our primary use case?

I use Pega BPM to automate business use cases and integrate third-party application data into applications designed on Pega Platform.

How has it helped my organization?

Previously, our HR onboarding application ran in silos, so everything was happening separately. Pega BPM allowed us to consolidate all the data in one place, from which we could define our business workflow. This means that we have the entire flow running in one application from start to end with the help of third-party application data.

What is most valuable?

Pega BPM's most valuable features are case management, integration, the convenience of using REST APIs, and the ease of changing things at the UI level.

What needs improvement?

Pega BPM could be improved by including token-based authentication and extending its integration options. In the next release, Pega should live up to their claim to be low-code/no-code and make their platform more simple and UI-based.

For how long have I used the solution?

I've been using Pega BPM for almost two years.

What do I think about the stability of the solution?

Pega BPM is stable.

What do I think about the scalability of the solution?

Pega BPM is scalable.

How was the initial setup?

The initial setup wasn't complex, but you have to define your class structure and architecture properly. Deployment took around a month. Also, Pega says BPM is low-code/no-code, but that's not true - you need intervention as you can't design the application without some knowledge about it.

What about the implementation team?

We used an in-house team.

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

Pega is expensive. If your company has a good amount of money to spend, go for Pega as it has many things readily available out of the box. But if you're looking to save money, you may be better going for an open-source platform.

Which other solutions did I evaluate?

I also evaluated WaveMaker, but Pega has features that aren't available on WaveMaker.

What other advice do I have?

Pega BPM is a very good tool if you have the budget to spend on it and you need to automate any business process wherein you get the data from multiple sources. I would rate Pega BPM as six out of ten.

Which deployment model are you using for this solution?

Private Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Ganesh Parameswaran - PeerSpot reviewer
Principal Consultant at Infosys
MSP
Stable, scalable, and easy to learn
Pros and Cons
  • "Pega BPM's most valuable feature is the use of CDX to solve problems."
  • "Pega's technical support could be better."

What is our primary use case?

I mainly use Pega BPM to look at conversations and try to create a better experience for the customer.

What is most valuable?

Pega BPM's most valuable feature is the use of CDX to solve problems.

What needs improvement?

In the next release, Pega should include process mining.

For how long have I used the solution?

I've been working with Pega BPM for three years.

What do I think about the stability of the solution?

Pega BPM is stable - I haven't seen any glitches because of usage or anything like that.

What do I think about the scalability of the solution?

Pega BPM is scalable.

How are customer service and support?

Pega's technical support could be better.

How would you rate customer service and support?

Neutral

How was the initial setup?

The initial setup was complex.

What other advice do I have?

It was easy to learn, adapt, and go through Pega BPM's low code builders. I would give Pega BPM a rating of nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free Pega Platform Report and get advice and tips from experienced pros sharing their opinions.
Updated: December 2024
Buyer's Guide
Download our free Pega Platform Report and get advice and tips from experienced pros sharing their opinions.