Pega for Field Workforce Management in Google Network Operations
Updated November 08, 2019

Pega for Field Workforce Management in Google Network Operations

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Pega Platform

We use Pega across our department to address a workforce management automation issue that we had. Previously, my team was manually assigning field technicians to work requests that we received for our data centres. Pega is now helping us automate that assignment, and also choose the best resource for the job based on logic we have inputted.
  • Pega platform allows us to build a totally customizable UI
  • Pega allows us to build logic that replaces decisioning, removing a lot of manul touch
  • Pega has proven relatively simple to intergrate other tools with because of its open API
  • I wanted my technician appointments visualized in a calendar, chronologically, and in a way that they could drag and drop appointments in order to manage their time.
  • Pega's filtering capability on custom dashboards is very limited. When one of my agents does a custom search, and then opens a ticket from the results, when they go back to the results, all of the results have dissapeared and they have to search again. We should be able to click 'back' and have the results saved.
  • I have successfully been able to reduce headcount on my teams after the full implementation of Pega.
  • After coming out of the initial implementation phase, Pega is now providing good value. .
  • Today, my team is much more coordinated, less manual, and enjoys good workflow management and timeline management because of the tool.
I can only compare it to our legacy ticketing system we were using previously (based in Remedy) and Pega far outfunctions that system. It provides us the ability to customize intake forms, business rules, and reporting that far outperforms Remedy. We can also intergrate Pega with a much larger tool set.
Whenever we have run into issues with our implementation, Pega seems to be readily available to support with a solution or provide direction. We have also made use of Pega Professional Services as an add on to our current integrator services and it has sped up much of our implementation on particular applications.

Do you think Pega Platform delivers good value for the price?

Yes

Are you happy with Pega Platform's feature set?

Yes

Did Pega Platform live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Pega Platform go as expected?

No

Would you buy Pega Platform again?

Yes

I think Pega is an excellent platform for any transactional, repeatable task that is currently managed manually by agents needing to be automated.

Pega Platform Feature Ratings

Process designer
8
Process simulation
8
Business rules engine
8
SOA support
Not Rated
Process player
Not Rated
Form builder
8
Model execution
8
Not Rated
Social collaboration tools
Not Rated
Dashboards
7
Standard reports
8
Custom reports
8