Pega Platform
Ammar Aldaffaie profile photo
February 05, 2019

Pega Platform

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Pega Platform

We are using Pega as a CRM ticketing system to track customers interactions and document call center cases. It is being used across multiple departments. It is very good at documenting customer's calls, addressing customer's inquiries, and transferring cases between departments. It is also good for building a workflow for multi-step cases, like opening a bank account or any other scenario where multiple steps are needed.
  • It has very good potential to be customized to fit your needs.
  • Browser base so it can run on any computer with a browser only. No installation needed.
  • Java base but no coding required for the most part except some advanced things that might require some coding.
  • Easy to update when a new version becomes available as long you do not have a lot of customization and you try to utilize the out of the box features.
  • Pega uses so much new jargon that you need to learn. For example, Harness.
  • So many drill-downs: every time you need to create something you end up with 5 tabs to drill-down.
  • For example, if you are adding a property with a when rule you keep drilling down to create everything and it can get a little more difficult to keep track of where you are.
  • It can be customized to do anything you need and it is difficult and not recommend.
  • It is easy to use by an agent when customized correctly.
  • Reduced the number of software being used by our agents by having everything in one place in Pega.
  • Easy to collaborate between IT and Developers and the business because everything can be collected in Pega. For example, the requirement, and the demo can all be done in Pega so the developers and the business can be on the same page.
Pega is a browser portal verses with Oracle you get an installed console and BUI
Pega is Java base. If you need software you can manage with not coding, Pega is a good option however you can still do so much with the OSC without any coding. JIRA would be better for service desk tickets, Pega is better as a CRM platform
If you need a good CRM for your customer service team to track customers interactions and you like to manage it without coding, it is a perfect option. It is very good for any case with multiple steps. For example, a bank, health insurance company, or auto insurance quote application.

Pega Platform Feature Ratings

Process designer
9
Process simulation
9
Business rules engine
7
SOA support
Not Rated
Process player
9
Form builder
8
Model execution
8
Social collaboration tools
Not Rated
Dashboards
8
Standard reports
10
Custom reports
7