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Pega Review
September 22, 2015

Pega Review

Amit Rajaram | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

4,5,6,7

Modules Used

  • SI, CPM, SD

Overall Satisfaction with Pegasystems

We are using Pegasystems' products to build all our contact center applications. It enables us to create flexible, multi-tenant applications that are business user friendly and capable of integrating with a wide variety of third party applications.
  • Tightly coupled business rules engine
  • Ability to delegate control to business users
  • Ability to integrate with almost any external application
  • Easy to build complicated workflows
  • Developer pool not as deep as needed
  • Learning curve is fairly steep
  • Cost is sometimes prohibitive for building smaller applications
  • Certainly better customer service. The ability for our CSRs to focus on the customer experience rather than navigating the software has introduced major customer satisfaction gains.
  1. Pegasystems is well suited for complex business processes that are susceptible to frequent changes.
  2. It is also an excellent choice for systems involving several external applications.
  3. It is not particularly suited towards low-complexity static applications.

Pega Platform Feature Ratings

8.1
Process designer
9
Process simulation
7
Business rules engine
10
SOA support
10
Process player
5
Support for modeling languages
6
Form builder
9
Model execution
9
5.0
Social collaboration tools
5
9.0
Dashboards
9
Standard reports
9
Custom reports
9
7.0
Content management
7

Pegasystems Support

Except for the really complicated issues,service requests generally get addressed quickly and correctly. Status updates are available online and communication is easy and reps are always available via both phone and email.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - I have raised several bugs with Pegasystems and most get addressed via patches/hotfixes. They are generally very efficient to identify and address issues within their products.
We are building a multi-tenant application that goes well above and beyond Pegasystem's multi-tenancy capabilities. We planned for and addressed all issues, but as is about par for the course, we ran into a Priority 1 issue (relating to data visibility across tenants) a few days before our first client went live. We raised a bug with Pegasystems, and received a hotfix in 2 days. This was impressive on two levels - the ability to diagnose and rectify a complex product issue in a couple days, and the focus on better customer service which got us the prioritization our timelines necessitated.