Case-Management Redefined
The Pega platform addresses two main issues within our HR Service Center focused primarily on information/knowledge sharing within HR and …
Starting at $35 per month per user* (or $0.45 per case**)
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What is Pega Platform?
Pega Platform is a combined business process management and robotic process automation (RPA) platform with advanced workforce analytics from Pegasystems.
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Popular Features
- Business rules engine (63)9.696%
- Process designer (63)9.494%
- Dashboards (61)9.090%
- Standard reports (61)8.686%
Reviewer Pros & Cons
Pricing
Low-code Factory Edition
$35
Cloud
per month per user* (or $0.45 per case**)
Standard Edition
$90
Cloud
per month per user* (or $0.80 per case**)
Enterprise Edition
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- No setup fee
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- Premium Consulting/Integration Services
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What is Pega Platform?
Pega is used to build scalable,
enterprise-grade CRM, Robotic Process Automation (RPA), BPM, Case Management, and AI
apps on a unified platform.
According to the vendor, the Pega Platform transforms business stakeholders into citizen developers with a no code, visual app development experience, while empowering professional developers to architect applications with a model-driven approach in a low code environment. Pega aims to maximize productivity, re-use, and scale for the enterprise while delivering meaningful apps 6.4x faster, reducing development costs by 75% and driving ROI by 321%.
Pega Platform Features
Process Engine Features
- Supported: Process designer
- Supported: Process simulation
- Supported: Business rules engine
- Supported: SOA support
- Supported: Process player
- Supported: Form builder
- Supported: Model execution
Collaboration Features
- Supported: Social collaboration tools
Reporting & Analytics Features
- Supported: Dashboards
- Supported: Standard reports
- Supported: Custom reports
Additional Features
- Supported: Application Development
- Supported: Case Management
- Supported: Cloud Decision Management
- Supported: Intelligent Virtual Assistant
- Supported: Mobility
- Supported: Robotic Automation
- Supported: Workforce Intelligence
Pega Platform Video
Center-Out Explained
Pega Platform Integrations
- Salesforce Sales Cloud
- SAP
- Legacy System APIs
Pega Platform Competitors
Pega Platform Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Linux, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | Global Support |
| Supported Languages | All major languages; localization available |
Pega Platform Downloadables
Frequently Asked Questions
Pega Platform is a combined business process management and robotic process automation (RPA) platform with advanced workforce analytics from Pegasystems.
IBM Business Automation Workflow, Appian, and Oracle BPM Suite are common alternatives for Pega Platform.
Reviewers rate Model execution highest, with a score of 9.8.
The most common users of Pega Platform are from Enterprises (1,001+ employees).
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- Business Problems Solved
- Pros
- Cons
- Recommendations
Pega Platform has proven to be a versatile solution for various industries and departments. Users have successfully utilized Pega Platform to automate business processes, optimize workflows, and replace legacy systems. The platform has been particularly effective in contact centers, allowing the creation of flexible, multi-tenant applications that integrate with third-party systems. It has also been praised for its ability to streamline client onboarding platforms and centralize them in one framework, providing more control over processes. Pega Platform is commonly used for case management, app development, and solving business problems related to employee management and process streamlining. Additionally, the platform serves as a CRM ticketing system for tracking customer interactions and call center cases, facilitating documentation, addressing inquiries, and managing multi-step workflows. Overall, users have found value in Pega Platform's capabilities in automating processes, designing business process flows, and providing a unified platform for various domains such as insurance, banking, finance, and healthcare.
Scalability and Reusability: Multiple users have praised Pega for its robustness and reliability in development and production management. They have found the platform to be highly scalable, allowing for efficient management of multiple teams, while also highlighting its ease of reusability of code, which enables fast-paced code development.
Quick Deployment Process: Reviewers appreciate Pega's quick deployment process in Pega 7, as it allows for efficient development and implementation of changes. This feature has been mentioned by several users as a valuable aspect of the platform.
Collaboration and Alignment with Business Needs: Pega promotes collaboration and alignment with business needs by involving business teams in each phase of development. Users have reported that this approach encourages better communication between IT and business teams, resulting in solutions that meet specific requirements effectively.
Confusing User Interface: Users have found Pega's user interface to be confusing and time-consuming to navigate, especially when compared to other software in the market. Several reviewers have expressed frustration with the menu structure, decisioning portal, and overall complexity of the interface.
Steep Learning Curve: Some users have found the learning curve for Pega Platform to be steep. They feel that it requires a lot of knowledge and certifications to properly use the tool, and basic programming knowledge may not be enough. Reviewers have mentioned that it takes a long time to learn how to modify business rules and that the provided training resources are not sufficient.
Limited Reporting Capabilities: Users expressed concerns about Pega Platform's limited reporting capabilities. They find it challenging to gain insights into different areas of their organization due to these limitations. Several reviewers have mentioned the need for more features, customization options, and scalability in the reporting tools provided by Pega Platform.
Users have made several recommendations for Pega BPM, CRM, and Marketing platforms. The most common recommendations are to use Pega for BPM and BRE requirements. Many users find the features of these platforms to be excellent and emphasize that Pega is easy to understand and learn.
Another recommendation is to consider usage based on diligence. Reviewers advise being diligent in deciding where to use Pega. While the platforms have great features, users suggest carefully evaluating whether Pega is the right fit for specific business needs.
Furthermore, users highly recommend setting up a delivery methodology and conducting thorough architectural planning before implementing a large-scale solution based on Pega. They emphasize the importance of taking time to ensure successful deployment.
Users also mention that the price of the license for Pega is on the higher side. They suggest considering this factor when evaluating the platform.
Additionally, users recommend engaging a certified Pega Architect to deploy the software, emphasizing its power to transform businesses.
Attribute Ratings
Reviews
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July 31, 2018
Pega the Way to go
It is used by different agencies for specific applications. It addresses licensing, purchase, payments and communication routing.
- Easy to configure and implement out of the box solutions
- The built-in functionality is amazing
- Code sharing and reuse is built into the product
- Inheritance is two-directional allowing for reuse
- Better access to the database for hosted solutions
- Lower cost for smaller applications and businesses
- The upgrade can be easier
- Provide guardrails when code will prevent upgrades
July 06, 2018
Pega Platform Review
Pega PRPC is used within our organization as well as fortune 500 clients in the following ways:
1) Supports in an elaboration of business problems using DCO to ensure optimal solution architecture and application design
2) Develop custom systems integration solution components as dictated by business requirements
3) Manage service level agreements
4) Perform timeline validation, resolve workflow errors & efficiently generate alerts.
It's used by multiple departments like customer service center as well as operation groups.
Business Problems solved by Pega PRPC platform:
1) Link business requirements to the technology product
2) Resolve business challenges to get updates on the workflows
3) It helps on business judgment to plan and accomplish goals
4) Business Process Management, Customer relationship management, Decision management and case management solutions
5) Generate the specification document, Key Performance Indicators & Support Customer solution hub
1) Supports in an elaboration of business problems using DCO to ensure optimal solution architecture and application design
2) Develop custom systems integration solution components as dictated by business requirements
3) Manage service level agreements
4) Perform timeline validation, resolve workflow errors & efficiently generate alerts.
It's used by multiple departments like customer service center as well as operation groups.
Business Problems solved by Pega PRPC platform:
1) Link business requirements to the technology product
2) Resolve business challenges to get updates on the workflows
3) It helps on business judgment to plan and accomplish goals
4) Business Process Management, Customer relationship management, Decision management and case management solutions
5) Generate the specification document, Key Performance Indicators & Support Customer solution hub
- It's a powerful BPM platform with rule engines capabilities. Simple & complex business rules can be created using Pega PRPC and can be deployed in the production for the real-time testing very easily.
- In PRPC, Users from IT and business to collaborate around the visual using use cases, workflows and service level agreement. Pegasystems’ primary strength is its unified architecture based on a powerful business rule management system (BRMS) and predictive analytics decision management engine. The platform combines process flow definitions, rule processing, data handling, cross-platform UIs, a complete mobile application development platform, BAM, content management, case management, application integration and other functions in one model-based development and runtime architecture that supports structured and unstructured process styles.
- It's easy to automate people-centric and data-centric processes using PRPC platform. It also helps business users and IT team to develop application easily, integrate multiple data points and deliver value.
- Pega’s Strategic Apps, Cobrowse and OpenSpan offerings appeal to midmarket customers, but Pega is not aggressively promoting Pega 7 and Pega Express as stand-alone iBPMS platforms to the midmarket.
- Pega doesn't support powerful data or process modeling capabilities as compared to the other tools.
- Pega doesn't support full extraction, transformation and loading capabilities as offered by other industry-leading tools. Pega support doesn't solve tickets correctly on-time.
Pega Platform is being used across my whole organization. It is used to automate the Business processes to enhance productivity and efficiency of users. At the same time, it is being used to optimize the process flows. In my organization, Pega is being used to replace legacy systems and move away from manual steps being followed for disparate applications. It is also helping my organization to remain in compliance and enhance customer satisfaction with enhancing of brand image as well. The usage of intelligent routing, escalation, and prioritization for important tasks in Pega handles effectiveness of the work being performed. Pega uses dashboards and detailed audit trails to give tracking for all the work being performed.
- Usage of Pega DCO enables the whole project team to perform their tasks with the same understanding. Business and Development teams are the main beneficiaries.
- Audit trail for each case helps users to track the development happening on the case. All the past cases can be analyzed for specific information by looking at the tasks in the Audit trail of the case
- Ease of development using the drag and drop features. Out of the box, features make development easy and the turnaround time is decreased. Tools like Tracer, SMA etc. helps in development tasks.
- Reporting is not extensive in Pega. Because of this higher management is not able to get the reports which will give them insights into a different area. So Reporting functionality can be improved in Pega.
- Organizations that want to fully use all the features of the Pega 7 platform must follow Pega’s solution development methodology which may not be aligned fully with the organization objectives.
- During upgrades, some of the rules which are deprecated have to be changed to new available rules. This becomes a problem as one has to understand all the functionality and then change a lot of things.
July 04, 2018
Pega Platform Review
By an organization within Anthem. We are building a claims systems for their FEP business.
- Claims management. Pega does this particularly well by offering a rich out of the box experience requiring very little custom coding.
- UI building. Pega makes this aspect of software development very expedient by making it a drag and drop experience with auto-generated code.
- I would like to see more How-To guides in the help system itself, in particular, How-Tos for integration rules
It is used as a BPM for the call center agents and to manage the rules of the client's proprietary claims entitlement engine.
- Case management
- Rules-based decision making
- Automating repetitive business processes, but being smart to identify changes and also update decision-making rule dynamically.
- Managing incoming and outgoing communications.
- User interface
- Version updates
- Using Pega as a data management tool for the enterprise data
June 22, 2018
Pretty good platform with room for growth
Pega is being used by my department to manage and allocate work to different teams and individual. It is also being used to integrate a few different systems within my department.
- Pega routes work to the appropriate teams and team members really well
- Pega generates meaningful and insightful reports
- Pega handles changes to business rules pretty well
- Using Pega on mobile devices is not as good as using it on a desktop
- It takes a long time for users to learn to modify the business rules delegated to them
- Pega looks very basic, as suppose to new and exciting
June 22, 2018
Pega The "Guardrails" of business
Pega is currently sponsoring our organization. Pega is being implemented company-wide from project management to design.
- Pega uses stern guidelines which help our company keep up with best practices.
- The Pega Platform is a good method to communicate & document Ideas
- Establishing a workflow with Service level agreements are easy to use.
- The Pega academy is very counterproductive. not the best way to educate new users.
- The Pega web client does have a learning curve that could halt workflow.
We use the Pega Unified CRM for Marketing, Sales Automation, and Customer Service. This addresses the issue we had in how we tracked our sales process and also how we support our customers after the sale is completed. The ability of the Unified CRM Platform to go from Marketing to Lead to Opportunity to Support is essential to our business.
- Managing business processes is key in our business, and Pega allows us to customize our solution to our specific needs.
- Catching errors early using Pega's robust capabilities in the area of validation.
- The ability to change as necessary to meet changing needs.
- The pricing model for Pega is confusing.
June 20, 2018
Catchup Pega
We are service providers for our customers and we are suggesting our customers use Pega for Business Process Management. As we don't have to have to build the system from the scratch. We design the Business Process Flow for our Finance processes. We can have dashboards, reports and also many administrative tasks. There are also notifications/integration as well as SLA escalations built in the tool.
- Pega Platform architecture combines process flow definitions, data handling, case management and other functions in model-based development.
- A non-coding approach based on rules with inheritance helps Pega more attractive product
- Pega's "data pages" capability is a highly flexible data structure.
- Pega's another advantage is that we can design it once and deploy it anywhere
- Like IBM BPM Pega doesn't have integration capability. We expect a good array of products which suits needs of various requirements. IBM's strength is its integration capability.
- There is a scope of improvement of ruleset and version control management.
- Its terminology is somewhat difficult to understand for a new developer
June 11, 2018
Pega Power
We are using the Pega platform to build custom workflow applications across the organization. I am leading the effort for our back office work to seamlessly orchestrate and automate complex service requests for our customers. We have engaged E&Y to help build a foundation framework where each workflow use case can leverage the common structures.
- The Pega platform has enabled us to quickly develop end to end tracking of back-office processes along with a myriad of integration points to legacy systems to automate a number of manual steps.
- Out of the box reporting and dashboards have saved time for our business partners in adapting to the new processes and managing to metrics in real time.
- Prototypes of the workflow are invaluable in gaining a quick validation of the workflow with end users. With Pega, we are able to build those models very quickly.
- The features themselves are not difficult to use, but I think Pega oversells the simplicity to non-technology organizations. While workflow can be built with minor training, having the proper data models and class structures established are critical to long-term success.
- Out of the box, error handling can be confusing to a novice developer in Pega. Pega can handle exceptions automatically but the default “broken queue” concept can get messy and ultimately result in work that sits unnoticed by end users and creates extra work for the support team.
- Experienced Pega engineers are in short supply and therefore more expensive than most other developers.
June 11, 2018
I love working on "Pega"
In my organisation, we use Pega for payroll processing.
- Pega is the Best BPM tool when working with large projects whose user radius is across the globe. It is flexible, scalable.
- It allows a fast delivery of new requirements, easy to deliver in Agile model
- Best data processing capabilities
- Less customization
- Easy to transform business requirements into Workflows and rules
- No support for minor customizations from Pega team .Ex: I need a calendar icon which can display holidays. They could not support me with this.
- Documentation about new enhancements in pdn is not complete.
- Reports are not enhanced for a long time. We need more scalable features in Reports.
- Latency issue
June 08, 2018
Overall Satisfaction with Pega 7 Platform
We use Pega Platform to develop BPM solutions for large enterprises including Insurance/Banking and Finance.
- Process modeling which enables the holistic view of processes
- Less coding
- Diagnostic capabilities which makes troubleshooting very convenient
- A bit difficult to develop modern UI components
June 07, 2018
Review from a distance
In my organization, Pega is being used by Finance Technology team. We use Pega in the following segments: -
- 1. to build an approval workflow for Account Payable and Account Receivable
- Business Problem - Automation of approval based on pre-defined rules, routing hierarchy, escalation matrix and on-time reporting
- 2. to build a Collection framework
- Business Problem - Automation of collection processes without manual interventions, the notification system.
- Pega provides frameworks for various domains. This speed-ups the development process.
- Routing, Notification, Assignment, Escalation - these are inbuilt features in Pega. Without minimal configuration, these can be used to solve business problems.
- Pega's responsive user interface helps to create software products for different devices.
- Pega has a very rich support community.
- Handling big data, like a file with 10GB of data.
- Integration with NoSQL databases.
- Customize reporting.
- Using Java8 features like Lambda functions or Stream APIs.
- Integration with popular web services, like Amazon S3, KMS, DynamoDB etc.
June 07, 2018
Pega Platform Impression
Pega Platform is the platform that holds all department applications, more and more legacy mainframe applications are moving to Pega, it's becoming the major development environment. Pega helped all different applications across department into a unified portal/platform, ITO is easy to maintain and could build almost everything into it.
- Fast delivery, the release cycle is 2 weeks
- Less coding, easy to learn and handy after few months training.
- Stable and easy to get support, Pega provides PDN, it can be used for technical question/answers, any problem can be sorted out by raising service report
- DCO is powerful, Business and Teck team can both using the same platform
- I would hope Pega can provide more features for mobile apps.
June 07, 2018
Pega is best BPM tool
Pega platform is used in my organisation for health insurance projects. We have a huge user base who use this application to get approvals for insurance.
- Fast development and delivery, very good for Agile projects.
- Pega Support Community is a great forum to learn new concepts.
- It's very scalable and flexible.
- Pega needs to improve in terms of training on new upgrades of Pega.
- The Pega team themselves do not provide history and description for its rules. No proper documentation.
- Machine learning, RPA should be better .
- Should have better automatic unit testing (AUT).
- Reporting needs improvements.
June 07, 2018
Are you looking for Pegasystems PRPC Pega7?
My current client is using Pega Platform for a department. It is used for call center customer service and workflow management of 80 type of different requests. Also, it is used for updating the backend legacy systems.
- Pega is a robust and reliable product for development and production management. Its core strength is scalability and ease of reusability of code with int he application and as well as leveraging the application into a different line of business/channels.
- Easy Management of multiple teams who are developing code at the fast pace. The deployment process is so quick in Pega7. Pega development enforces and suggests the involvement of business teams from starting and in each phase. It offers good tools to showcase the changes.
- Now Pega evolved even bigger by introducing and including the Decision Strategy manager and robotics which are cutting edge technologies now. Pega offered REST APIs and development of services is quite fast and supporting the wide range of protocols.
- Pega can improve user interface features. Most of the cases business expect different kind of user interface and styles which is a kind of time taking in comparison with other areas and sometimes may not possible.
- Pega can introduce more features in Reports. Reports performance can be improved. It would be great if business and developers are given with more features to customize the reports.
June 01, 2018
Pega - Good for Internal use with limited userbase
Pega is used for Workflow type applications as well as to leverage Pega's Rapid Application Development. Pega is used by many applications where Pega's inbuilt capabilities like Work Management (work basket, Worklist), assignment, SLAs, Decision rules, latest UI features etc are required. Pega also provides integration support as well as option to expose services from the Pega app.
- Rapid Application Development providing quick UI, business logic development
- Stable runtime environment to create applications
- Lot s of reusable features available which is required by business apps
- Performance is an issue faced with Pega Apps
- Could provide a better way to isolate UI vs Business Logic vs Data so required feature can be used alone
- Initial startup/warmup is an issue and prevents scaling up
May 24, 2018
A business analyst's wet dream
The Pega Platform is implemented for our clients by our Pega consultants. The platform is used by analysts, developers and a number of other roles within a single Pega implementation project. While Pega addresses a variety of business problems, I've found that intelligent next best action is currently the hottest pain point which Pega helps to solve.
- It is exceptionally easy to translate business requirements into development items inside the Pega Platform. This speeds up development projects considerably.
- Process building tools are much more intuitive than in other CRM systems I've come across. Again, this makes new development quicker
- The UI is very responsive and stable for a browser application.
- The training website is confusing to navigate.
- The use case & added value for many features is unclear OR explained insufficiently
- I would like to see more 3rd party applications and other "out-of-the-box" add-ons like in Salesforce.
May 18, 2018
Pega is Pega
Pega is used in BPM world to implement rich solutions. Pega helps to implement healthcare, financial, and customer relations solutions.
- The Pega foundation is robust and does not require you to build a product from scratch. The greatest advantage is the drag and drop development and Pega takes care of compatibility related issues.
- Pega UI supports skinning, responsive and adaptive design.
- The good part is Pega trains developers through proper certifications and it is well recognized in the industry.
- UI components should be improved to match other frameworks in the industry
- design.pega.com showcase components like radio segment, but there are no OTB components like that to use. It gives a feeling like something is available in Pega, but it is not.
- Pega should also allow easy custom development without worrying much about upgrading the software in the future.
May 17, 2018
Pega - an affordable BPM platform
It is one of the finest BPNM tools out there and has been used to provide a solution to partially automate many processes for which a team of 10 to 15 people was required earlier. Used an established framework also helped in saving a lot of money in research and development of a completely new in-house tool.
- The learning curve is not very high which helped in quickly integrating newbies to the team and train them.
- It has a lot of deployment ready features e.g : a ready to deploy cross platform UI with minimal customization, engines to handle business rules and a robust data handling engine.
- New state of the art features like IOT integration and analytics are added benefits.
- It is a solution which can be quickly customized for a market-ready product but there is are limitations on that. To go beyond a certain limit needs professionals which are hard to find.
Pega Platform is used on an enterprise level as an MRM system to support the call center.
- With flexibility comes complexity. Pega is very flexible so it requires trained IT pros.
- Pega has great community support.
- Pega has good courses that teach you how to develop.
- Learning curve is somewhat steep, however, once mastered everything becomes possible.
May 14, 2018
Pega - Worth the Time and Money
The Pega Platform is being used across the litigating divisions of my Department as well as within my office. It is an upgrade over our current Oracle-based system which tracks all debts being litigated within my Department.
- Pega excels at process management and document generation
- The security that comes "out of the box" is very well designed and requires little additional work to ensure compatibility with our current systems.
- The Pega platform is great for allowing customization for each individual's business needs.
- I think during design, the Pega Platform needs greater tools for providing feedback during all areas of testing the product. Out of the box capabilities are somewhat limited.
May 14, 2018
The Rolls-Royce choice for Mobile Forms
Pega will be used across our business to maintain the way our service engineers operate and deliver timesheets, checklists and service reports.
- Pega is a process-driven platform that will enable us to build our checklists into our processes. That way we can automatically follow our established routines and don’t worry about non compliance.
- Pega has a very robust and configurable engine that enables us to build logic into checklists and questionnaires.
- Validation can be built into forms and checklists.
- Develop all functions to be available on an offline device. I recently found out there are some missing options while working in offline mode on iOS device.
May 09, 2018
New generation of customer decisioning
We use it for inbound and outbound customer decisioning. It is much more customer interaction focused instead of traditional product, segment based tools. Capacity issues still exist for large volume of outbound campaigns.
- Balance on customer needs and interest of businesses
- Predictive and adaptive models
- Structured technical operating model for BAU users
- Can improve to more end-user friendly UI
- More simplified menu/intuitive structure of it in the decisioning portal
May 03, 2018
Pega - Unifying Business Processes
Pega platform is available as an enterprise BPM platform and our tool specifically offers capability around disclosures submission and workflow approvals. This tool is being used across the organization.
- Configurable workflow engine
- Faster development and deployment cycle
- Scalable platform
- User experience can be improvised following industry-standards UI/UX designs available in the market today.