We had an audit team for order management, primarily focused on mobile communications. This encompassed tasks such as SIM card dispatch and user configurations.

The most notable feature is the dynamic workflow changes, allowing adjustments without completing the entire cycle. Transitioning from test to build to production was seamless and on the fly, which is something truly remarkable about Pega. Additionally, the workflow creation doesn't require users with extensive technical skills, thanks to its low-code platform, making it accessible and efficient.

The pricing could be flexible and have multiple options. It is mainly suitable for large enterprises. They could have subscription plans to cater SMEs.

I have been using Pega BPM for four to five years.

I rate the solution’s stability a seven out of ten.

The product might not have been developed, possibly due to the absence of a dedicated product owner overseeing its development. Those who did the coding might not have performed up to standard. Improvements could be made in that area, as the code quality was lacking, affecting the scalability of the product.

300-400 users are using this solution. I rate the solution’s scalability as a five point five because we have lot of performance issues.

The setup process is fairly complex, and we always need an integrator for implementing it. It requires expertise in the platform. It's essential to have someone with Pega expertise rather than relying solely on regular users.

Pega is expensive than Versace. I rate the solution’s pricing a six on ten.

When it comes to Pega, I haven't come across any particularly outstanding out-of-the-box functionalities. However, I appreciate their local, no-code approach, which makes it easy for users to quickly grasp how to create work solutions. Although case management is included, it doesn't seem as flashy compared to other VPNs.

Pega was coming with lot of out of the box integration options with APIs and others but, we did not drive the AI part.

Based on the specific use case, I would recommend it to companies prioritizing user functionality over scalability in their portfolio. However, it's crucial to collaborate with a skilled integrator to ensure smooth implementation.

Overall, I rate the solution a seven out of ten.

We use Pega BPM for backups, consumers, markets, payments, loans, etc.

The most valuable features of the solution are case management, routing, and low-code environment.

The solution's pricing model or licensing model could be a little better.

I have been using Pega BPM for 12 years.

I rate the solution’s stability an eight out of ten.

I rate the solution an eight out of ten for scalability.

The solution's technical support is good, but there are some things it needs to improve. Sometimes, the support takes longer because of the customer queries and the analysis it has to do.

Neutral

The solution’s initial setup could be made a bit easier.

We are using the solution's case management, many finance-related modules, and some frameworks. The solution's case management function has improved our daily operations. It was easy to customize Pega BPM for our industry. The solution handles some industry-leading tasks, like legal compliance.

Pega BPM has a huge offering, which includes CLM (Contract Lifecycle Management) and many frameworks built into their packages to comply with industry standards. Pega BPM is deployed mostly on-premises in banks for data security. Other BPM services, such as Oracle BPM, IBM BPM, Appian BPM, and Camunda BPM, are available in the market.

Small and medium enterprises have different needs and different costs. Pega BPM simplifies the modeling of a typical low-code workflow and data. There are other use cases where some other tool works better. Recommending Pega BPM depends on the business needs and journeys. Using the solution varies from case to case and depends on cost, complexity, infrastructure, and all other associated things that come with it.

Overall, I rate the solution an eight out of ten.

We have integrated a tool with Pega. It is used for project management. We use it for customer process management, insurance, and licenses.

The frameworks are built over the core Pega platform. All the codes are already built. A user can directly use the framework according to their needs. All the corresponding data models and processes already built in the framework can be reused with our custom layer. The tool reduces our costs. It is faster to implement.

The solution has everything. It is model-driven. It generates its own code. It has a rules engine. Previously, Pega had its own UI. Now, we have Constellation DX API. It helps us have any user interface we need, like Angular or React. API helps create work objects in the workflow.

The licensing cost is very high.

I have been using the solution since 2004.

As long as we have a license, we get support. The support is good. We must have a contract with the vendor.

Positive

The administrators deployed the tool in my organization. It took one to two hours. It doesn’t take much time to deploy tools in the cloud.

There are different licensing models.

We integrate the solution with different business tools. The integration is very straightforward. We have custom wizards to take care of the integration. If everything is set right, integration does not take much time. I recommend the tool to others. Overall, I rate the product an eight out of ten.

Our company is the service provider for Pega BPM; we act as the IACs for three products from Pega. We recommend a product to our company's customers based on the requirement and their budget. 

If a customer is looking for a platform at the enterprise level, which comprises customer service, case management, BPM, and mobile features, our company recommends Pega BPM to them. 

When customers look for standalone applications, not at the enterprise level but a quick local platform they want to build some applications with, such as a leave management system or an attendance system, then we recommend other solutions than Pega. 

When an enterprise-level platform is required, which is Pro Code, our company recommends Comodo. If someone is looking for a case management platform to perform the BPM and native operations using native mobile apps but not the front-end processes, this is where our company will always recommend Comodo.  

The UI cannot be customized in the solution. 

I have been using Pega BPM for ten years. 

Our company is an Elite partner of Pega; there are only six to seven Elite partners of the vendor, which include TCS, Infosys, and Accenture. Thus, our company has a strong relationship with Pega, and we receive a response within an hour from the tech support team when an issue occurs. Our company's CEO was the technical director of Pega for fourteen years. 

For small and medium-scale requirements, the solution can be deployed within a week. But for large organizations the deployment time would vary depending on the requirement volume. The largest systems in Saudi Arabia are running on Pega. The solutions from the vendor handle the process of commercial registration, compliance metrics, investment management, citi management and integrations with IoT solutions. 

Pega is usually not recommended for developing small-scale applications; rather, Comodo or OutSystems can be used. Pega CRM is one of the most robust applications in the market, offering a private cloud, unlike Salesforce.

Some customers in the Middle Eastern countries, India, and other APAC countries don't want the cloud to be hosted outside their native countries. Vendors like Salesforce don't have a cloud server available in the Middle Eastern countries. Pega now offers integrated customer service, 360° customer view, and additional services as per customer needs. 

For one of our customers for Pega, their revenue escalated from 300 million a year to 600 million Saudi riyal in a quarter. There are multiple Pega licensing models, including outcome- and revenue-based licensing models. Financial institutions usually prefer Pega's revenue licensing model. 

For instance, a loan-based financial institute will have to pay X amount as the cost once they can cater one billion loans. As a thumb rule for price calculation, if you are availing a limited number of licenses for a small entity, it's going to cost you a dollar for each case or end-to-end workflow. 

From creating a Pega account to purchasing the solution, all the processes in between, including the KYC and customer role management process, are considered a single case. If there is a huge volume requirement of ten million cases in India, the same price will come down to 50 cents per case; with negotiation, it might also come down to 33 cents a case. 

Pega BPM and other solutions from the vendor are all low-code solutions. Especially in the Middle East and African markets, our company has noticed that they are more focused on front-end development; therefore, often, a customized UI is required, which cannot be implemented with Pega due to low code functionality and standard principles defined in the platform. But Pega BPM offers an integrated case flow and customer service, which contributes to the vendor becoming a world leader. 

There are AI-driven business process management features being incorporated in the solution. For instance, if you mention the vendor about your plan to develop a loan application, they build the entire case flow for you and make the application available within an extremely short span, after which the connectors and APIs need to be set up and integrated. Pega BPM is a highly advanced solution. 

At our company, we also evaluate if a customer actually needs Pega solutions before recommending it. For instance, if Pega is considered the Ferrari of the industry and the customer is willing to drive at a speed of 10 to 20 Km/h, then it's not worth the cost. For basic requirements, a customer can choose Comodo when only the BPM layer and custom UI are needed to build native mobile apps, while the workflow remains on Comodo. 

Pega is the leader in business process management solutions. Pega creates market trends across the globe. If you check Forrester or Gartner reports, Pega has always been rated as the top BPM solution provider. Other competitor companies learn from Pega and implement improvements in their products. Pega is not considered a front-end portal platform. The limitations of Pega are quite logical. The product owner of Pega mentioned that to build a low-code rapid development platform, it is mandatory to provide templates.

For example, in MS Word, you can use the numerous templates or start from a blank template. The templates in Pega are pre-defined; they cannot be customized; when starting from scratch in a solution, it won't be considered as a low-code solution. Pega needs to find a way to implement low code even with a blank template. Pega is working on a new product line called Constellation in which the aforementioned issue will probably get resolved. 

I would overall rate Pega BPM an eight out of ten. There are still some challenges with the front-end aspect of the solution, but the product is best when it comes to business processes and customer service management. 

The European and American customers of our company are more keen on the process flow rather than the application appearance at the front-end. But for customers who are focused on the front-end more than what's underneath the Pega product, it becomes very difficult to make them understand the value of Pega. I expect the vendor to implement improvements on the front-end. 

I use the product for process orchestration purposes.

There are a lot of frameworks in the product. I use Pega PRPC the most.

There are no job opportunities for users who have expertise in Pega. They are learning the certification program but need work. Pega should work on redefining their model and creating a demand for their skills. They need to reach a large number of business organizations.

I have been using Pega BPM for five years.

I rate the platform's stability a seven out of ten.

We have more than 500 Pega BPM users in our organization. We plan to increase the usage.

The initial setup process is straightforward.

We do not have to purchase any licenses for the product.

I recommend Pega BPM to others and rate it an eight out of ten.

Regarding the primary use cases of Pega BPM, I can say that my company deals with multiple domains, like the government sector, banking, financial institutions, telecom, health care, and multiple domains that require Pega BPM.

The most valuable feature of the solution, I believe, is case management, which sets it apart from the rest of the solutions in the market.

I believe that Pega's strategy when it comes to the UX part is not that great currently as compared to the other emerging BPM tools in the market. I look forward to seeing the UX part of the solution improved in a much better manner.

I have been using Pega BPM for nine and a half years. My company's customers use the solution. My company has a partnership with Pega.

It is a stable solution.

It is a scalable solution.

The solution's technical support is good. My company is able to acquire the required assistance from the solution's technical support team, and they also provide consultancy services. I rate the technical support a nine out of ten.

Positive

I wouldn't say that I have used any other solutions previously, but I was trained to use TIBCO, a low-code platform.

The initial setup of Pega BPM is neither easy nor complex, so it falls somewhere in the middle. Pega has provided options for automation for the setup phase, but still, its setup phase is not as direct as some of the other tools in the market.

Pega BPM has set a path for its setup phase, wherein you need to go ahead with Helm chart automation since Pega is a very wide solution, and infrastructures can differ for different companies. Pega doesn't offer something specific, like Terraform. In other technologies, the product gets installed with one click or just a few clicks, but with Pega, a person has to work a lot on the infrastructure part as well.

The solution is deployed on the cloud and on-premises. My company provides the solution on Pega Cloud, technology-specific clouds, client-specific clouds, or on-premises.

The complete implementation process for Pega BPM would take a minimum of two to three days, prioritizing the infrastructure first and then the product.

Two people, one from the infrastructure end and one from the product end, which is the technical support person from Pega, would be needed to complete the deployment of the product. There is also the need to have Pega's partner who does the installation, making him or her the third person involved in the deployment.

The price of Pega BPM falls on the higher side of the spectrum if I were to compare it with other solutions in the market. What sets Pega BPM apart from other solutions in the market is that it has many features, including the use of AI and modern gen AI, which currently is not something you can experience in any other tools in the market. The aforementioned details contribute to making Pega BPM a leader in the market.

I would say the people who have realistic business process management kinds of use cases can go ahead and purchase Pega BPM blindfolded since it serves as a great case management tool, better than any other tool in the market. Pega BPM provides great visibility to its users, especially when you are involved in designing, where it will show you the number of stages, steps, processes, data, and even the people or parties who were involved, making it a great tool for case management. Presently, Pega BPM is heading towards the inclusion of more AI, owing to which it can be considered as one of the leaders in the market. The CRM part of the solution is one of its key selling features.

Though the solution's UX is good for developers, when you have to deliver the product to the customer, you don't get too many options for customization that can help you create an appealing view.

I rate the overall solution an eight and a half to nine out of ten.