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.

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.

Initially, the Pega Platform was used as a BPM tool. Now, it is not limited to BPM. We can use it for CPM, GRM, and various other functions. We also utilize robotic automation, including desktop automation and process automation.

The Pega Platform helps in integrating a lot of manual data and performing tasks that are not feasible manually, such as logging into management systems to get data. We have automated the system, which supports the handling of large volumes of work items efficiently.

The automation capabilities, including robotic automation and desktop automation, are very valuable. 

The flexibility of the Pega Platform in allowing use of different UI architectures, such as React and Angular, is also appreciated. Additionally, the availability of industry-specific frameworks that can be customized is beneficial.

There is room for improvement in the user interface area. Pega has addressed this with the Constellation architecture, allowing flexibility in UI customization. 

Pega should continue enhancing their AI capabilities to potentially eliminate the need for integration with external AI tools.

I have been working with the Pega Platform for almost 20 years.

The scalability is dependent on the complexity of the projects and the requirements for cloud or on-premises solutions.

I am satisfied with Pega's customer service and support. I would rate them eight out of ten.

Positive

I have not utilized other similar platforms extensively. I am aware of Appian. That said, I believe it may not handle large or complex projects as efficiently as the Pega Platform.

The initial setup depends on the specific requirements of the project, including the decision to stay on-premises or move to the cloud.

It is challenging to quantify precisely. That said, the automation tools have improved efficiency by reducing the time and effort required for manual tasks.

Previously, the cost was not optimal due to the lack of cloud solutions. Now, with data on the cloud, it is more cost-effective.

Aware of Appian, but I do not have detailed experience with it. Other tools include KISSFLOW, however, they lack some of the flexibility and frameworks that Pega offers.

The flexibility and comprehensive frameworks available with Pega make it a preferred choice for me.

I'd rate the solution eight out of ten.

I work in the automobile industry, and I generally use Pega for automating regulations and warranty applications.

Currently, we are in a project where the return on investment is less than six months, which is quite noticeable. Time savings are about three hundred percent when building an application in Pega compared to building in Java.

It's an end-to-end solution and a digital transformation tool. It has a range of modern technologies and proven designs built into it, making it a one-stop solution for many industries, including banking, insurance, automobile, and government. It includes AI, has decision-making capability, and is a rich case management tool.

The UI layer is a concern since it is native to them and embedded into the code. I cannot have my own UI layer at the moment. Also, finding a person with the right knowledge for Pega, since it has fewer resources available, is a challenge.

I have been using it for 18 years now.

When you say stable, it all depends on how you have approached the application or the design. If you choose it and design it correctly, it is 100% sustainable.

There is no need to be concerned about scalability. It is scalable across regions and divisions.

The support is okay. I would rate it as six or seven. They have a process-driven approach that can delay problem-solving.

Neutral

I have used WorkFusion and Kofax in one of the solutions. However, Pega clearly outperforms them in all aspects.

As a cloud-based solution, it's a click away. If you are talking about on-premises, it hardly takes an hour, and one person is enough for installation.

Currently, we are working on a project where our return on investment is less than six months.

Pega is at the higher side of medium pricing, but with the cloud, it should be manageable.

I have used WorkFusion and Kofax before. However, Pega clearly outperforms them.

I'd rate the solution nine out of ten.

The primary use case for this solution is business process management within a local bank. The environment involves handling various banking operations and customer interactions, where the solution aids in streamlining and automating processes.

The platform has significantly improved organizational efficiency by automating complex processes and enhancing operational flexibility. It has facilitated smoother workflow management and integration with existing systems, improving overall productivity.

The product's most valuable features include its adaptability and flexibility, attributed to its Java-based architecture. It allows for easy updates and incorporation of new features, ensuring the solution remains relevant and effective in meeting changing business needs.

The product's artificial intelligence capabilities could be improved. More advanced AI features could further optimize process automation and decision-making.

I have been using Pega BPM for approximately three years.

The solution generally maintains good stability. It is designed with dual balances to ensure continuous operation even if one server fails.

The platform is highly scalable, accommodating the growth of organizations and adapting to increased demands effectively.

We previously used a different business process management tool but switched to Pega BPM due to its superior flexibility and adaptability to our specific needs.

The initial setup was straightforward and self-explanatory, taking approximately one day to complete.

The implementation was conducted in-house, and no vendor team was involved. Our internal team handled the process efficiently.

The return on investment is substantial, ranging from 3o% to 80%, with visible improvements and benefits typically realized within a short period.

The product pricing is considered reasonable compared to other solutions in the market.

We evaluated several options, including IBM BPM and Oracle BPM. 

Overall, the solution is highly effective for business process management. However, to fully leverage its capabilities, you must stay updated with the latest features and improvements.

I rate it an eight out of ten. 

I use Pega BPM as part of our consulting assignments and implementation initiatives.

I work for a consulting company that is an implementation partner for Pega.

We use Pega BPM for customer service and decision systems.

The best instrument for improving business processes in Pega BPM is the way it captures requirements. This part of the initial business analysis, coming up with the workflow, prototyping, and overall design in the initial phase of the project is the most important aspect. It is a game changer that adds value and reduces project initiation time.

AI Capabilities

Pega BPM has been integrating a lot of AI capabilities, and we are evaluating some of them. One example is robotic automation, which can analyze code changes and identify potential impacts in other areas, helping developers avoid missing anything.

The most valuable features for me are case management, robotic automation, and the BPM workflow.

Case Management Capabilities:

Pega BPM significantly improves the overall cycle time. Whenever a customer needs to do something, the way Pega designs the whole thing into an easy number of steps makes the flow from the actual intent to the actual final results pretty fast. The entire process, from capturing customer needs to achieving the final result, is streamlined and efficient.  

The platform's strengths lie in prototyping, designing, low-code development, and iterative demoing to customers, all of which significantly enhance the software development life cycle.

Agile Development and Ease of Use:

Pega BPM is a very agile tool that enables very fast development with its low-code environment and numerous ready-made gadgets. So, prototyping is very easy.

The extensive availability of ready-made gadgets in Pega BPM is a double-edged sword. While it offers convenience, it also leads to a steeper learning curve. Our developers and business analysts need to invest significant time and effort to fully understand and utilize the platform's capabilities.

In essence, it's a complex product that demands a deep understanding to be used effectively. So, it cuts both ways. This complexity can be both an advantage and a disadvantage, depending on the user's expertise. So, the learning curve is pretty high! 

So, it's very good if you are a professional user, but you need to be a really good professional user to use this solution effectively.

I have quite extensive experience with it. I use the latest version.

Pega BPM is highly scalable. I have seen it successfully handle 10,000 to 20,000 users. 

Tip: Proper capacity planning is essential to scale up effectively. If you plan to increase from 1000 to 10,000 users, you'll need to ensure your server capacity can accommodate the growth.

Number of Users

In our practice, we typically have between 2,500 to 5,000 users utilizing Pega BPM.

Plans for Increased Usage

As our clients' businesses grow, the number of Pega BPM users also increases. For example, we work with an insurance client who currently has 2,500 users. As they expand their customer support and quote support teams, we increase the number of users accordingly.

I haven't dealt with Pega's technical support in the last six months, but before that, I would give them a seven out of ten. Resolving critical problems sometimes took time, and some issues were pushed to the next upgrade, leading to a lag between reporting a problem and receiving a solution. However, they generally take care of critical issues quickly by providing patches.

The initial setup of Pega BPM can be complex, especially for on-premises deployments. Because it can be pretty cumbersome,  as it involves configuring hardware, capacity planning, and network planning. However, if the user uses the cloud for development and testing, it can simplify the process.

Deployment Model:

While our deployments are primarily on-premises, using the cloud for development and testing can reduce some of the complexities associated with on-premises setups.

Deployment Timeline:

One of the advantages of Pega BPM is its relatively fast deployment time. A worthwhile project can typically be deployed in approximately 90 days, or roughly three months. That's the beauty of Pega.

Deployment Strategy and Steps:

A specific strategy and steps are essential for a successful Pega BPM deployment due to its complexity. Factors like:

• How many users are going to be there?
• How many locations are the users located at?
• Then, designing the required capacity for servers (including memory, hard disk, and network cards) needs careful consideration and planning. 

Capacity planning, in particular, is a significant undertaking in the deployment process.

Maintenance:

Maintenance is a complex process. It requires constant communication with Pega, and if something isn't working, you need to collaborate with their hardware and customer support teams. It's crucial to have skilled Pega System Admins who can work effectively with Pega support.

Integration with Existing Systems

Pega BPM has very good APIs. We can tap into those APIs that allow for seamless integration with other databases, data warehouses, and systems. The integration process is fairly streamlined.

But thorough testing is essential to ensure data accuracy and prevent any issues like data leakage. Careful API integration point design is crucial to avoid running into problems. If done well, the integrations will work smoothly.

As integrators, we handle the deployment process. However, the customer needs to have either a consultant from our side or an internal Pega System Admin who can manage the system post-deployment.

Pega is making improvements to their version upgrades, which should reduce the cost and effort involved in the process. This, in turn, should further improve the ROI for customers.

Pega BPM is expensive because it's a leading product, but it also delivers a good return on investment (ROI). 

However, the cost of upgrading from one version to another has been a significant pain point for some of our old customers. Pega has made improvements to its version upgrades from version eight onwards, but maintenance can still be expensive.

I would definitely recommend Pega BPM. It is a great product overall, and I really like its capabilities.

Overall Rating

I would rate Pega BPM an eight out of ten. It has some areas for improvement, but overall it is a great product.

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.