Pega Robotic Process Automation Reviews

I used the product for around 2 years at a major customer in the European region.

1. DCO methodology helped reduce the development time. We could discuss the UI layout with the business users during requirement phases.
2. It helped cut short the release cycle by almost 40% compared to the previous solution.

The case management and UI capabilities were the most valuable, though the integration capabilities were also quite useful. We also liked the DCO methodology as it reduced the build effort because some of the development (flow) was created during req and design phases.

1. The way integration classes are created could be improved. 
2. At the time when I worked, XML anyType was not supported.
3. Rule versioning and deployment to enable parallel development could still be improved

We did not encounter any issues, but it is because Pega helped in defining the capacity sizing upfront. Also, the phases in which the program was executed meant that the load on Pega PRPC was slowly increased instead of a big bang. Continuous monitoring and capacity planning further helped.

We, along with the Pega support team, carefully planned the rollout. Once fully functional, we did not face any issues.

Initially, there were some issues, but it was resolved in time to help the client reap the benefits. Pega did provide good resources, timely resolution, and guidance in development (after initial teething problem).

The client used WebMethods OMS, but it was at distinct version which was fully customised. There was no support as well, and it did not fulfill the required needs of the client, hence the change. After evaluating a few options, Pega was selected.

The setup was straightforward as the team working with Pega support was quite competitive.

I was not involved in licensing and pricing, but it is worth the cost.

We evaluated a couple of options.

It is a good, mature robotic process automation solution. Pega is also broadening its landscape by building on top of PRPC (CRM, EPC, etc.), and with a cloud offering available, it is a genuine contender to compete with Salesforce. 

There is one downside though. It is still a niche skill and resources are scarce in the market unless big IT companies are involved. On the other side, involving trusted partners helps get the required talent pool as well as accelerators.

The most valuable feature is the workflow. The workflow system is very intuitive.

It would be nice if they brought in some pre-defined functions such as drag and drop coding.

I would like to see an enhanced auditing feature included.

I have been working with Pega Robotic Process Automation for 36 months, three years.

We are using the latest version.

It's a stable solution. We have not had any issues.

It's a scalable product.

I have a team of approximately 50 people who are core Pega developers.

The community support is awesome. They answer your questions and they support them.

The technical support is okay. I would not rate them a ten, but maybe a six or a seven out of ten.

I have used other solutions and if you were to ask me about Robotic Process Automation, I would first choose Blue Prism and Pega would be second. The last would be WorkFusion.

The initial setup was straightforward.

It took a couple of weeks for the team to set it up.

We have our in-house community for Pega deployment. In fact, I lead the community.

Pricing is handled by my legal team. This is something that is out of my control or knowledge.

For anyone who is interested in using this solution, I would suggest doing a POC, (Proof of Concept) before the implementation.

Blue Prism, is a little better.

I would rate this solution an eight out of ten.

I use Pega Robotic Process Automation for the telecom industry. I use it for checking compliance, financial processes and HR processes. 

Pega Robotic Process Automation makes it easy with metrics. Robots save time. Handling customer calls became much easier.

The most valuable feature is the user Interface. You can create a user interface that can interact with a human being for attended robots and that will optimize, for example, customer service processes by simplifying the desktop and the screens they need to use from different systems.

Pega Robotic Process Automation can improve the OCR area. They don't have a powerful OCR engine to read documents or files like other tools. 

For the stability of Pega, I rate it an 8 out of 10.

Scalability is a process, but I would rate the product at 7 out of 10. We are around five tech developers. It's easy to deploy. You don't need much of a team to deploy Pega. You just need to install the .exe and everything will go just fine.

Pega tech support is not good enough. They have a form to speak to a representative. If I have a problem, I just post it. If someone else has the same problem, they can tell me how to solve it. 

The technical support is probably unique or related to a specific system. It will be for resolving a big problem.

The initial setup of Pega RPA was easy.

The deployment took just half an hour. I did it by myself.

In RPA every tool is different than the others. You need to understand the process it self to decide which tool you can use and get the best results. 

Pega Robotic Process Automation is easy. If you're a developer, it's a good tool to start with building bots. Overall, I can give it seven out of ten.

With our legacy systems, we are dependent on Pega Robotic Process Automation.

Pega Robotic Process Automation's most valuable feature is that it is robust. Additionally, they have plenty of online documents that are good and Pega Academy is helpful, they are doing a great job. They give training on practical use cases. They take domain use cases, and they are great.

I have been using Pega Robotic Process Automation for a short period of time.

Pega Robotic Process Automation is a stable solution.

Pega Robotic Process Automation scalability is too low.

I have not had any problems with the technical support from Pega Robotic Process Automation.

The deployment of Pega Robotic Process Automation is very easy because they made deployments very simple. Earlier they were manual deployment but now they're automated.

Pega Robotic Process Automation is an expensive solution.

I rate Pega Robotic Process Automation a ten out of ten.

I need to explore the solution more. However, I have enjoyed the usage of this solution.

We primarily use the solution for automation in all areas of our organization.

The solution's ability to create adapters quickly is its most valuable feature.

The OCR capabilities of the solution could be improved.

The ability to call different website services from the server would be helpful.

The solution should offer integration with applications in Citrix.

I've been using the solution for one and a half years.

The solution is relatively stable. We haven't had too many technical issues.

The solution is fairly scalable.

Currently, we have more than a thousand users on the solution. We use it every day.

We have never contacted technical support. If we face any issues, we typically go through our consultants who can assist our team.

We didn't previously use a different solution. It's the only RPA we have had experience with.

The initial setup was straightforward. We didn't face any difficulties with the implementation.

Deployment took six months.

We used a consultant to assist our technical team with the deployment.

We haven't paid for anything above the standard licensing fee.

The solution is relatively stable and we find it a good product. The only drawback which we found is a lack of OCR capabilities, which we'll need other software to cover for us.

I'd rate the solution eight out of ten.

Right now we have large scale systems, like mainframes. It is very difficult to make changes on a mainframe. One of the more common things we are using robots for is in places where our customer service reps have to do dual entry or do entry over multiple systems. We are also trying to automate some other manual processes.  

I guess the most valuable thing that we get from using robotics is part of the process of using robots. Sometimes robotic solutions are limited. You can only do so much. But there is benefit in that. For example, sometimes people want robots, but what they really need are better workflows. I think what we get out of a Pega solution is that we look hard at improving workflows as a practice. Then on top of that, we get automation through the use of robots. It just makes everything more efficient even if it is not completely automated.  

What I have seen in the industry more often than not is that people just want a robot to do something for them. They think they know what they need but they might not really look at what problems they are trying to solve. In other words, they do not want to know what is going on, they just want a robot to do whatever some task is for them. I can ask them what they are trying to do, but they are sold on their idea and not understanding what other things are out there that would do a better job of solving their issues. Sometimes clients want me to do things that robots do not do. Like one person wanted a robot to scan something like a million documents. I do not have a robot to do that.  

I am getting challenged by people who just want a robot and they do not want ideas. I think they might want to consider that maybe robots are not leading the solution and solving the bigger issue, but they doing other things. Robots are not the ultimate solution for everything.  

My pain points with Pega Robotic come down to two big things. It is swivel chairing and dual entry. Those are the two big things that are an issue with old mainframe systems. That is what people are dealing with. It is just not doing the same thing twice.  

Ease of use could probably be improved. A lot of what you do in Pega is built on Visual Studio with OpenSpan. Pega is very user-friendly and it is easy to build. But you have to know Visual Studio .net to build with it right now. If you are used to Pega, it is a different way of building because it is still essentially Visual Studio. That is the issue. No question that it can be improved. It can be improved a lot.  

The Pega company bought OpenSpan. OpenSpan used to be in the market as a separate company. It has technically been Pega Robotic Process Automation since 2016.  

The stability is good. We do not run into problems with crashes and such.  

Scalability is not an issue. If anything, you are going to be more limited by your own environment than by the tool. Some Pega or RPA is not going to limit how you scale.  

We have one robot team at our company with about 10 members. That includes analysts, developers, and testers. Right now we are small, but we are going to try to grow it over the next one to two years.  

The technical support is good. They have good people. They are very available. The bigger problem is more about knowing what you have to learn, what your team has got to learn, and the questions to ask. The technical support will be right there for you.  

The initial setup is not bad at all. I would say it was medium complexity. We got up and running and we could build a robot pretty quickly. For us, what we spent more time on is deciding what we were going to build a robot for. It was more the opportunity assessment. Once people heard that we could build robots, they flooded us with requests for building all sorts of robots. When we started getting all the requests, we started having problems with how to balance what went first right from the start. Any problems had nothing to do with Pega in general.  

We had to decide which request to do first and which one was more valuable. What we put in place was an opportunity assessment. If we got 15 requests, of course everybody thought that their robot was the most important to build first. It was coming up with that understanding and assessing the value of each of the robotic opportunities that became more difficult.  

I was recently looking into other robotics solutions strictly as research. We have and use Pega for our robotics now. The organization I work with wanted to know what else is available out there. Robotics is changing so quickly that it makes sense to keep up on the developments in the industry. A lot of new products are entering the market. I do not know if we will make a change in the future, but maybe something will fit our needs a little bit better later on.  

People who are considering Pega should be aware of a few things. Pega has got plenty of online training. Make sure that you take advantage of all the online training. You might even want to hire someone from Pega just to get you started. This will keep you from running into issues where you are going to struggle when using the tool. If you have a good start, then basically it is easy flying after that. Once you build something, you learn so much from building that first robot that you will have way fewer troubles building more. It might even be a good idea to hire someone on for 90 days just to get that first robot built. You learn and then you have a roadmap on how to move forward.  

Additional features that I would like to see in Pega in the next release all have to do with ease of use. Pega itself is really easy to use when you get away from Visual Studio. What I am mostly looking for is a better UI for better building.  

On a scale from one to ten (where one is the worst and ten is the best), I would rate Pega Robotic Process Automation as an eight-out-of-ten. The good thing about Pega is that it is very flexible. You can do a lot so the capabilities are broad. It can be tough at first to understand and start building. That is the only thing I would say is a downside. Put that aside and it has got tons of capability.  

We are not resellers. We implement Pega Robotic Process Automation.

Definitely, we are satisfied. It's a pretty strong product.

They are leaders in the same industry.

As part of the digital transformation, most organizations are looking for the cloud option, and Pega's cloud presence is pretty much restricted to North America and Europe. There is no cloud presence in the Middle East, India, and other regions. 

Financial customers in these regions are skeptical. They don't want to have their data outside of the geography for multiple reasons, mainly because of the government policies.

Pega should consider putting the focus on other regions such as India and the Middle East. They should also start to think about a data center that is hosted in that particular country.

It is not as easy, to implement bots in Pega with the features it carries as it is in UiPath. For example, implementing a chatbot or your email bot is not that straightforward in Pega.

When we consider OCR, the degree of accuracy is less with Pega when the data is structured or semi-structured. The accuracy of the OCR in UiPath or some other products is much high with structured and semi-structured data. The handwritten structured and semi-structured data recognition accuracy is much lower and is an area that definitely needs to improve.

I manage the practice and have a team that has been working with Pega for 15 years. 

They are not only working with Pega RPA but the entire platform, the entire suite of products that are offered such as RPA, BPM, and CRM.

Pega Robotic Process Automation is a stable product. 

We had experienced performance issues at one point, but it had to do with the infrastructure that was procured by a particular customer. We are seeing larger implementations for financial customers.

Smaller customers have also had performance issues but again, it's because of the infrastructure.

Our customers vary in size. We have small business customers to enterprise customers as well as corporate customers, and customers on a medium scale.

Our experience is predominantly with ServiceNow and Pega.

We work with multiple products. Pega and Appian are two of the key products that we are working with. It is more in the RPA and BPM space.

We also have expertise in UiPath and Automation Anywhere. Our focus is on RPA, BPM with Pega, Appian, UiPath, and Automation Anywhere. 

We also work with other products such as Salesforce, Microsoft Dynamics, and ServiceNow.

What we would recommend would depend on the customer. If it is a high scale enterprise customer who is looking for a core platform implementation, such as card dispute or claims modernization, they should go with Pega.

If a customer is looking for safe automation and easy implementation, they can use Pega, but we would recommend SalesForce because it is pretty straightforward and easy to implement. 

With many customers, we see that they prefer Appian and UiPath to go along with having Pega and Salesforce already because Appian is a product that is straightforward and low-code. Anything that is implemented in Pega is a process that takes at least three to four months as a foundation. Any changes in Pega can take a lot of time, it is not low-code. Appian can be very easily implemented because of its model. If you have an operational implementation in finance operations, legal operations, HR operations, frequent changes, and for agility, we recommend Appian. 

For customers who already have an RPA in place and already have Salesforce and they don't want a CRM but want to process data then we suggest UiPath. UiPath is pretty strong and pure RPA but it does not have a processed platform. If there are tactical solutions required we recommend UiPath.

These are the four main products we recommend to the customers depending on their current needs.

I would like to see pricing for different geography sites. Pega is predominantly US-centric with its pricing. When we see customers in the Middle East, or the APAC region where they are is definitely looking for lower pricing, Pega still more costly because they are still in the US pricing model.

Pega is pretty costly. When you look at the competitors such as SalesForce, Newgen, and multiple other products, they have India-centric pricing, as well as pricing for the Middle East.

We have many customers who are interested in a comparison with many different products. We are evaluating solutions such as Pega RPA, Power Automate, and ServiceNow to create points of view of the differences between the products.

We also want a better understanding of the differences, as we don't have a lot of experience with Power Automate.

To use Pega RPA, you have to be mature. If you are interested in RPA, I would still rank UiPath first. Pega would be the second recommendation and the third would be Appian. 

Salesforce does not have a large RPA at this point. For pure RPA, there is no question that UiPath would be the suggested product.

Pega and Appian have to achieve a certain level of maturity. They are still a part of the product line and are still excellent products similar to OpenSpan, Jira, and also Appian. The integration is not as smooth as expected and it might take a year to get seamless integration.

If I were to rate Pega as a suite, I would rate it a nine out of ten. It has CRM, process implementations, customer experience, and has RPA.

I would rate Pega Robotic Process Automation a seven out of ten.