My Experience with PEGA
August 10, 2018

My Experience with PEGA

Nagendran Arumugam | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pega Platform

Pega platform is used to build customer care applications which are used by customer care agents. Agents use the applications to file claims for customers and service them. It is used to capture all the details from the customers about their issues and tag it to the claims.

The application manages end to end life cycle of claims.

We have multiple applications built in Peg, for claims management and fraud management.

Pros

  • Pega is a Business Process Management tool. It can be used to manage the business flows, and enables us to quickly build end to end applications . It can also be integrated with legacy systems.
  • It can be used to automate lots of manual tasks, by using its back end agents features. It can also get updates from other systems and process claims without any manual intervention
  • Pega has out of the box reporting and dashboards which can be used to manage the metrics.

Cons

  • Pega has to come up with ways to integrate with cloud, which is ubiquitous now. The tools should change to adapt it.
  • Pega has to improve in providing detailed documentation for all its features. There is very little documentations on some features like high availability.
  • Pega has to come up with ways to implement A/B testing. In the current world there is no time to deploy and rollback.
  • We have built one application for multiple clients with minimal configuration changes, which is a huge plus in terms of maintainability.
  • Changes to the application can be done in very little time.
Pega is well Suited for
  • Building business process applications which have assignments, routing and escalations.
  • Best suited for customer care applications.

Less suited for
  • applications which have the system of records in some other system (ie) For claims application the claims details has to be in pega, if the info has to be fetched from some other system it makes the application slow.

Pega Platform Feature Ratings

Process designer
9
Process simulation
9
Business rules engine
9
SOA support
7
Form builder
7
Social collaboration tools
7
Dashboards
9
Standard reports
10
Custom reports
8

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