Pega Cloud

I have worked various use cases from workflow to Customer Engagement that Pega Platform  can provide as I had founded the Pega Practice at Cognizant back in 2004 and worked for more than 50+ customers.  Now I'm in Maantic, heading the Global Process Automation Practice to deliver Digital Transformation & Legacy Modernization leveraging Pega Platform . 

Use cases varied across the following areas for insurance customers, healthcare customers ( payer and provider), Auto-Finance customers, retail, manufacturing, and some telecom customers as well.

• Cloud Migration  (Pega & Non-Pega)
• Legacy Modernization / Re-platforming
• Constellation  Migration from Cosmos & UI Toolkit
• Customer Service: Pega Customer Service  applications (Email Bot, Voice AI, Phone etc)
• Marketing Automation : Pega Customer Decision Hub.
• Case Management: Designing end-to-end workflows
• Decisioning & AI: Next-Best-Action, predictive analytics

Pega has seen widespread adoption across a diverse range of industries due to its powerful low-code platform, AI-driven decisioning, and workflow automation capabilities. Here 's a summary of how various sectors are leveraging Pega:

🔹 Financial Services & Banking
Use Cases: Customer onboarding, loan origination, risk and compliance management, fraud detection.
Benefits: Streamlined operations, improved customer experience, regulatory compliance.
🔹 Insurance
Use Cases: Claims processing, underwriting, policy administration.
Benefits: End-to-end automation, cost reduction, faster claims resolution.
🔹 Healthcare & Life Sciences
Use Cases: Patient engagement, case management, claims handling.
Benefits: Enhanced care coordination, operational efficiency, better patient outcomes.
🔹 Government & Public Sector
Use Cases: Citizen services, case management, regulatory compliance.
Benefits: Digitized workflows, improved transparency, FedRAMP High certification for U.S. federal use.
🔹 Telecommunications
Use Cases: Customer service, network operations, churn prediction.
Benefits: Personalized services, predictive analytics, improved support.
🔹 Retail & Consumer Goods
Use Cases: Omnichannel engagement, inventory management, pricing optimization.
Benefits: Increased sales, customer loyalty, data-driven decisions.
🔹 Manufacturing & High Tech
Use Cases: Supply chain management, order fulfillment, quality control.
Benefits: Agile production, reduced lead times, improved product quality.
🔹 Automotive, Energy, Media, Travel & Hospitality
Use Cases: Customer service, operational transformation, personalized experiences.
Benefits: Streamlined operations, cost savings, enhanced engagement.
Pega’s flexibility and AI-powered automation make it a strategic choice for digital transformation across both regulated and customer-centric industries.

We are the Pega System Intergration Partner since 2009.  Currently we are the specialized Customer Service partner of Pega. Maantic has significantly enhanced its capabilities and market impact through deep integration and strategic use of the Pega platform. Recognized with the Pega Customer Service  Award at PegaWorld 2025 for delivering measurable business outcomes.

In my opinion, Customer Service is definitely one of the best features in the Pega Platform.

Intelligent case management is the bread and butter, as Pega Platform evolved from a workflow product to customer engagement product. Customer service is the top-notch product, as I have done many implementations of replatforming from Salesforce  - Service Cloud , and ServiceNow  to Pega Platform customer service.

With the Pega Platform in general, I utilize the low-code application development environment. After they announced Blueprint, it is becoming more low-code than the earlier version. As a low-code platform, Pega Platform is doing great over the years now. Though the UI component of Pega Platform is not as matured as code-based programs such as Angular JS, Constellation  is giving some advantages over the UI Kit or Cosmos.

The low-code application development has helped accelerate digital transformation by almost 40% acceleration over the implementation. As a service provider, I have seen that we are able to reduce the cost of SDLC around 40%.

With those integrations, we have seen that it is giving customers more than 40% efficiencies in the process, reduction of manual tasks, and reduction of FTE for the back office. This is definitely a good data point for CXOs to reduce their internal cost per employee or bottom-line. I have seen 40% efficiency as minimum.

Here  are the key areas where Pega Platform could be improved:

1. User Interface (UI) & User Experience (UX)

Customization Limitations: The UI layer is tightly coupled with the platform, limiting flexibility for custom front-end development.

Constellation Architecture: While it improves consistency, it restricts advanced UI customizations compared to older section-based designs.

Learning Curve: Non-technical users find the UI unintuitive despite the low-code promise.

2. Integration & Extensibility

Limited Out-of-the-Box Integrations: Users report challenges integrating with non-relational databases and legacy systems.

Robotics Integration: Pega RPA  (formerly OpenSpan ) is not seamlessly integrated with BPM , creating silos in automation.

3. AI & Decisioning

AI Capabilities Need Maturity: Users expect more advanced, native AI features without relying on external tools.

CDH & Decision Hub: While powerful, these components require deep expertise to configure effectively.

4. Cost & Licensing

High Licensing Costs: Pega is often seen as expensive, especially for small and mid-sized enterprises.

Lack of Flexible Pricing Models: Calls for subscription-based or usage-based pricing to improve accessibility.

5. Performance & Scalability

Scalability Concerns: Some users report performance degradation with large user bases or complex workflows.

Upgrade Complexity: Platform upgrades can be time-consuming and disruptive if not planned well.

6. Documentation & Community Support

Insufficient Learning Resources: Especially for advanced features, documentation is limited and community support is not as strong as competitors.

Talent Availability: Finding skilled Pega professionals remains a challenge in many regions.

7. Low-Code/No-Code Experience

Not Fully No-Code: Despite branding, some tasks still require technical intervention, and the drag-and-drop interface can be restrictive 2.

Conflict Management: Simultaneous development by multiple users can lead to rule conflicts.

I have been working with Pega Platform since 2004, which was very early in the platform's development.

Pega is highly scalable when implemented with best practices in architecture, DevOps, and governance.The scalability of the Pega platform is generally considered strong, especially for enterprise-grade applications.Pega supports deployment on Pega Cloud, AWS , Azure , and GCP, allowing horizontal scaling based on demand. Kubernetes-based orchestration ensures elastic scaling of services. Designed to support large, global organizations with multi-region deployments and multi-tenancy. Handles millions of cases and transactions concurrently, making it suitable for high-volume industries like banking, insurance, and telecom. Pega’s Customer Decision Hub can process real-time decisions for millions of users, enabling hyper-personalization at scale.

As applications grow, managing rulesets, versions, and environments can become complex without strong governance. Scaling across versions or upgrading large-scale implementations can be resource-intensive. In very large deployments, especially with older UI architectures, performance can degrade without optimization.

While basic issues are resolved quickly, complex or escalated cases may take longer than expected. Advanced support tiers and consulting services come at a premium, which may not be feasible for smaller organizations. Support during upgrades can be improved, particularly in terms of documentation and proactive guidance. Integration-related queries, especially involving third-party systems, sometimes lack deep technical guidance. Support portal and ticketing system could offer more flexibility and transparency.
The Support Center, Pega Academy, and Diagnostic Cloud (PDC) are praised for enabling self-resolution and proactive monitoring.

Positive

My experience with the pricing for the Pega Platform is that Pega doesn't disclose it much with the SI, but they are flexible enough to talk to customers if they are strategic customers. They have a different model now. In this PegaWorld, they disclosed some low-cost Pega Platform licensing as well. However, from a licensing perspective, it is higher than the competition.

When we work with our customers, we recommend Pega Platform if there is an enterprise need. For a single application or two to three applications or a single line of business application, there are multiple choices other than Pega Platform because of the cost factor. However, for enterprise adoption and large companies, Pega Platform definitely provides long-term benefits.

The technical support with Pega Platform rates more than eight out of ten if it is on the cloud. However, for on-premises support, which they are getting rid of, the support is not as good. Cloud support is definitely great.

On a scale of one to ten, I would rate the Pega Platform more than eight for enterprise-wide usage. For enterprise adoption and large companies, Pega Platform provides long-term benefits. On that scale, I rate it 8.5 for enterprise adoption.

The primary use case includes working with Pega Platform , but the organization is planning to switch to another solution soon.

While there may be stability issues, they are minimal.

The technical support is very low, rated at a one or two out of ten. There is a lack of support and community presence in the country, leading to challenges in finding developers.

There have been some stability issues, however, they are not significant.

The technical support from Pega is very low, rating a one or two out of ten.

Negative

The pricing is expensive, and this is an issue.

The organization is in the process of selecting a new solution.

I'd rate the solution seven out of ten.

In the Middle East, ministries such as the Ministry of Justice, Ministry of Labor, Ministry of Finance, Ministry of Education, and Ministry of Municipalities, are using Pega Platform  as a front-end application for their citizens.

Pega Platform  is excellent for enterprise-level solutions with integrations to entire systems, including case management, service orchestration, CRM , decision-making capabilities, digital process automation, and AI-driven functionalities. It allows for a unified platform with features like case management, BPM , service orchestration, low-code development, digital process automation, CRM , and decision-making, all integrated into a single platform.

In the Middle East and Africa region, Pega was not very strong from the user experience standpoint. To address this, Pega introduced Constellation , which allows a user to build a more engaging visual experience.

I have been working with Pega Platform for over a decade now.

From the platform standpoint, I haven't contacted Pega for support unless it is a product issue or a new feature issue. I never needed support from the platform standpoint, but if additional features are required, we have regular meetings with the product team for feedback.

Positive

Top banks in the world, such as the government's HMRC in the UK, see the return on investment with Pega Platform as they use it at an enterprise level.

I work with Camunda  for pro-code projects and OutSystems  for other requirements. Camunda  is a good BPM  engine, but it does not provide comprehensive features like Pega. For simple case management, alternatives like APN and Camunda were mentioned.

If you're looking for a solution at the enterprise level with comprehensive features, then Pega is suitable. However, if you only need a simple HR system or a small case management application, other tools might be more cost-effective. Pega Platform is comparable to SAP in terms of its dominance in digital process automation and business process management.

I'd rate the solution eight out of ten.