What do you like best about the product?

Pega provides as much (or as little) "hand holding" as the team needs. By guiding us through the options we are better able to create a tool that is easier for end users to understand and use.

What do you dislike about the product?

Sometimes, the lack of out of the box flexibility can be frustrating and work arounds have to be devised

What problems is the product solving and how is that benefiting you?

We are building a care management solution for a health plan with 10 million + members on it. The flexibility to integrate with our existing systems was a key factor in making the choice to use Pega.

Recommendations to others considering the product:

Do not hesitate to reach out to Pega, they can provide you the solution that will fit your needs.

What do you like best about the product?

Built on Java, enterprise level integrations and scaling capabilities.

Also allows non-technical people to configure.

What do you dislike about the product?

Hard to find technical resources at a local level.

What problems is the product solving and how is that benefiting you?

Legacy system modernization. Easier to use and update than legacy systems.

What do you like best about the product?

Tools abilities which makes it as a unified platform, low development effort, faster time to delivery and strong workflow capabilities. It also provides Integration components with all the latest integration platforms using latest protocols

What do you dislike about the product?

Too many versions being released to market. Rather spend more time in stabilizing the product avoiding too frequent upgrades or hot fixes. Improve multi threaded processing so throughput can be scaled further.

What problems is the product solving and how is that benefiting you?

We are building a CRM application with call center capabilities. We are also implementing a retirement solution which have around 70 distinct business processes along with some complex ones

What do you like best about the product?

BPM tool is very good. Its gives good insights on processes and helps in decision making

What do you dislike about the product?

CRM and marketing tool are comparatively not that great

What problems is the product solving and how is that benefiting you?

Insights from various departments that helps in making actionable next steps

What do you like best about the product?

The intuitive design to add complex decisions and lightning fast analysis on loads of Data

What do you dislike about the product?

In order to achieve performance we had to put a lot of VMs and if there is an issue we have to first know which VMs processed the request and then only we can get the logs

What problems is the product solving and how is that benefiting you?

We are doing complex decisioning and predictive analysis

Recommendations to others considering the product:

BPM and Decisioning Solutions .... Pega is the best

What do you like best about the product?

Pega really is an incredible tool for business process automation. The amount of out-of-the-box support for 90% of the user stories we handle makes complex process a breeze to tackle. I have singlehandedly automated processes for one of the world's largest companies that require input from dozens of users, sometimes simultaneously, in under a month. There's a lot to uncover, but the more time I spend in Pega, the more time I learn there is a handy preexisting feature that makes my work quicker to complete and more stable.

Pega also has a well thought out system for UI and achieving branding standards. The Skin offers a central place to alter and view changes to make easy-to-understand changes to the CSS. This feature allows me to create powerfully branded proof of concepts that have won my employer contracts.

What do you dislike about the product?

The learning curve for Pega is steep, steep, steep. There is a lot of knowledge to be gleaned to get to even a novice level, that in my experience can only be achieved through a combination of playing around in Pega AND going through their coursework. I was lucky to be employed with a company that has a 90 day training regime after onboarding to allow employees to get up to speed before being asked to tackle real work, but were it not for this grace period, Pega would be very hard to learn and therefore use effectively. Indeed, I've worked with a handful of different Pega contractors who clearly didn't take the time to learn the ins and outs of the platform and make hacky code and buggy projects that end up being more trouble than they're worth. If you want to learn Pega, make sure you have plenty of time to read and freedom to experiment because you WILL need it.

On a similar topic, the secrets of Pega can oftentimes be hard to learn. Niche questions can often go unanswered, as Pega's support message boards don't usually produce helpful answers. I've gotten out of quite a few jams because I work with 100+ Pega specialists who have passed on the oral tradition of a lot of Pega tips, tricks, and rules. That said, they did recently overhaul their community support site, so it does seem that they are actively engaged in trying to solve this problem.

What problems is the product solving and how is that benefiting you?

We're mostly using Pega to automate customer engagements, internal reviews, customer support, and sales prospecting. It does have powerful native abilities in these areas that greatly accelerates delivery, which makes our customers happy. Consequently, we've realized benefits like higher customer satisfaction and profitability after investing up-front time in employee development of Pega skills.

What do you like best about the product?

While build application for Dispute, the visual-driven application development lets inexperienced developer deliver apps faster, with no coding required.

What do you dislike about the product?

When added handling for legacy page adaptors, get admin error

What problems is the product solving and how is that benefiting you?

Automation

What do you like best about the product?

More out-of-box capabilities than competitors, great in-platform rulesets and rule set versioning features.

SLA, Audit trail are good examples.

Great declarative processing features.

What do you dislike about the product?

Overpriced, making it harder for adoption by medium and smaller companies.

Class structure and design seems to be over engineered from a business user perspective (especially since business users play a role in deciding the vendor along with Information Technology).

What problems is the product solving and how is that benefiting you?

automation of business processes

What do you like best about the product?

The case management tool and low code app building really sets Pega apart from every other application we have at UCare. Case management is easy to use and helps get apps to market quicker.

We are excited to use more capabilities that Pega offers out of the box like Pega Call, Pega Chat, Next Best Action, and Co-browsing. The wealth of tools available to us is a major plus!

What do you dislike about the product?

Performance has been a consistent issue for us, and it's very important in the Customer Service world to have an application that renders pages quickly.

The out of the box report browser and other reporting capabilities have been difficult for our end-users to learn. Creating ad-hoc reports is nice, but it takes quite a bit of practice and training for most Customer Service users to build their own reports. Also, we had to go through a separate effort to move the data out of the blob so running reports wouldn't tax the system's response time.

For Knowledge Management, we wish we could link articles to specific screens rather than an intent task. We have a step in a process called Identify Caller and we want to link a knowledge article to that specific screen, but there doesn't appear to be a way to do that.

For Pulse, we wish we could link a post to child and parent cases. Currently we're only able to link using one context id, and therefore can't show the post on the intent task it was logged and the parent interaction or show it linked to both in reports.

We have found it really difficult to build a solution in Pega that meets our call documentation and auditing needs. We tried using pencil clicks and Customer Inquiry as ways to make documentation clear, concise, and quick for end users, but neither solution seems to be very reportable or user friendly. Pencil clicks can only be recorded in the history log, and once checked, you can't uncheck them. It would be nice if there were an out of the box solution that would better capture more granularity of what the interaction was about, so we didn't have to listen to the call.

We wish there was a better way to communicate changes to the application to end users than the out of the box Alerts and Messages tool. We were hoping there was an out of the box feature that allows business users to create meaningful guides that users would go through upon first log in, much like you would get when an app on your phone has been updated. We envision it to look similar to how Pega does some of the self-guided demos of their products, but we have been told this would be completely customized and fragile to build.

Lastly, we find implementing most new products to be expensive and difficult to resource for given the Pega-specific expertise needed. We want to continue to upgrade our product, but it always takes a significant amount of time and resources for a small non-profit like UCare.

What problems is the product solving and how is that benefiting you?

We are trying to ensure quality, efficiency, and transparency of interactions with our customers, while also improving their experience via pre-emptive service and process improvements.

We have seen some improvement in these areas, especially with quality and process improvements. Shortly after our initial implementation, we saw a reduction of call average handle time of over 1 minute. Over time we have lost some of that benefit due to performance issues, but we have been able to reduce the amount of work sent to other areas as well as the time to resolve member inquiries/requests for action.

What do you like best about the product?

Ease of use/Low code.
Very intuitive way to design applications.
Very resilient platform since version 7.
Works on the most popular technology stacks (WAS, JBOSS, Oracle, DB2, MSSQL, ...).

What do you dislike about the product?

Upgrades for Pega frameworks are sometimes very painful.
Deployments are dual site (as the "code" is deployed to the centralized DB shared by all the JVM nodes).

What problems is the product solving and how is that benefiting you?

We use the platform to develop the main application for our call center agents to receive calls and service customers.
We have over 30 business processes defined from very simple ones to very complex ones.

Recommendations to others considering the product:

Hire the right people to get you started. Make sure to have employees and not just contractors who work on your applications. Spend time defining a DevOps pipeline at the beginning.
Invest in Automated Testing (inside the platform and outside) to help with regression testing.