Awesome product!
What do you like best about the product?
I can create a user interface without software developers. I can easily integrate our accounting and eCommerce integration software with Pega. I can easily send data to and from Pega using their API. I like the AI formula creator. I only wrote about 30 lines of code on our side. I like the onboarding process. Tim has been very helpful.
What do you dislike about the product?
I wish Pega would introduce an app store. I feel many companies could use a systems integrator with Pega.
What problems is the product solving and how is that benefiting you?
Relying on my developers to create software, build a UI, write business logic and deploy on Microsoft Azure. I built an analytics tool and it cost over $150,000 and it took 9 - 12 months to code. The cost and time to write software from scratch is too long. I could have probably built most features in Pega in 3 - 4 months.
Pega is a low-code platform that enables organizations to build, automate, and optimize business processes and customer experiences through AI-powered decisioning and workflow automation.
What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working with Pega Platform since 2004, which was very early in the platform's development.
What do I think about the scalability of the solution?
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.
How are customer service and support?
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.
How would you rate customer service and support?
What's my experience with pricing, setup cost, and licensing?
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.
Which other solutions did I evaluate?
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.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
