Pega Reviews & Pricing

by Pegasystems Inc. | Founded 1983, Cambridge, MA

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What is Pega?

Industry Specialties: Serves all industries

Pega is a cloud-based platform that helps organizations manage the customer lifecycle and improve their operational efficiency. Its centralization of stored data improves security. Its artificial intelligence studies billions of customer inputs in real time to generate intelligent chatbots, agile decisions, contextual self-service and unified messaging. It can observe industry trends to generate service rates for agencies. Users can automate daily processes and data documentation with actionable insights.

Its low-code approach and integrated APIs ensure easy development and scalability in the face of future changes. Secure data sharing between carriers, agencies and customers eliminates information silos and reduces accounting errors. Predictive models automate customer outreach to increase customer satisfaction and improve retention rates.

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User Sentiment

Based on 365 reviews:

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Pega Pricing

Based on our most recent analysis, Pega pricing starts in the range of $100 - $500.

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Starting From: Undisclosed
Pricing Model: Annually, Quote-based
Free Trial: Yes, Request for Free

Training Resources

Pega is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Pega:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Pega Benefits and Insights

Why use Pega?

Key differentiators & advantages of Pega

Increase Customer Lifetime Value: Retain more customers with hyper-personalized interactions and offers designed to cultivate customer loyalty.
Simplified Service: Provide fast and reliable service with AI-powered insights, contextual self-service and personalized messaging.
Intelligent Automation: Automate repetitive and manual everyday tasks with tried and tested bots and workflows.
Guided Navigation: Minimize exposure to errors and omissions with guided workflows.
Minimize Time to Market: Get maximum value from new apps with faster deployment times, low-code development, IT collaboration and built-in user modification support.

Industry Expertise

Designed for all industries with specializations in financial services, insurance, healthcare, telecommunications and manufacturing.

Pega Reviews

Average customer reviews & user sentiment summary for Pega:

365 reviews

83%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Pega reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Fast Rollout: Pega allows companies to implement process changes quickly, reducing the time it takes to go from idea to execution.
Built-in Collaboration: Pega bridges the gap between IT and business teams by providing a shared platform to design solutions that directly address business needs.
Handles Large Volumes: Pega is built to manage large-scale operations, making it suitable for enterprises dealing with high volumes of data and transactions.
Smart Decisions with AI: Pega integrates AI to automate decision-making within workflows, leading to more efficient operations and better outcomes. For example, AI can be used to automatically route service requests to the appropriate team.

Cons

Steep Learning Curve: Pega's complexity makes it difficult to learn, especially for those without extensive coding experience, leading to longer onboarding periods.
Technical Support Challenges: Users frequently report difficulties reaching Pega's support team and receiving timely assistance, potentially causing delays in resolving critical issues.
Subpar User Experience: The platform's user interface is often criticized for being unintuitive and difficult to navigate, impacting user productivity and satisfaction.

Researcher's Summary:

Pega's workflow automation and AI decision-making capabilities have garnered praise, particularly for their ability to streamline complex business processes. Users highlight Pega's scalability and reusability, enabling efficient management of multiple teams and rapid development through reusable code. The platform's quick deployment capabilities allow for swift implementation of changes, while its collaborative approach, involving business teams in development phases, ensures alignment with business needs. Pega's real-time optimization, powered by AI, enables data-driven decision-making and adaptation.

However, Pega's complexity is a double-edged sword. While it empowers robust solutions, it demands significant technical expertise for setup and management. Some users have reported discrepancies between the platform's theoretical descriptions and practical implementation, especially regarding its RPA features, leading to documentation issues. Additionally, the user experience, particularly the search function and front-end interface, has been criticized as less intuitive compared to some competing solutions. For instance, users have found the menu structure and decisioning portal to be cumbersome.

Pega's strength lies in its ability to handle intricate workflows and leverage AI for real-time optimization, making it a suitable choice for large enterprises with complex operational needs and ample technical resources. However, its complexity and resource requirements might pose challenges for smaller businesses seeking simpler solutions.

Key Features

BPM and Case Management: Optimize the agency’s business process management (BPM) and case management systems with customizable workflows, robotic automation, AI and work orchestration strategies. Monitor work status across multiple business units in real time.
- Compliance: Automatically maintain records and prepare an audit trail of all activities. Comply with global regulations such as GDPR.
Chatbots and Virtual Assistants (VAs): Leverage intelligent VAs and conversational UI to offer best-in-class self-service aid. Understand conversational intent and human speech regardless of the channel or practice area. Access multiple means of communication, including Facebook Messenger, Amazon Alexa, email, SMS/text messages and more. Scan emails for important information and prepare personalized responses.
- VA Optimization: Utilize existing data to prevent duplicate tech silos. Collaborate with bots and automated processes to interpret contextual data from client service, sales, automation and marketing.
- Test Deployment: Run simulations to test the virtual assistant’s performance on different channels. Configure, manage and update the VA without code or downtime.
DevOps and Testing: Vastly decrease time to market with one-click DevOps, CI/CD pipeline and complete automation. Third-party integrations include Agile Workbench, Agile Studio, App Studio and DevOps tools such as Artifactory and Jenkins.
Real-time Intelligence: Search for patterns, hidden opportunities and insights within streaming cross-channel data and client interactions with the real-time AI engine and digital automation tools.
- Responsible AI: Built-in Value Finder and Ethical Bias Check modules safeguard the agency against unintentional discrimination and help form empathetic connections with customers.
Robotic Process Automation (RPA): Implement RPA to speed up business processes, remove redundancies and eliminate errors and omissions (E&O). Work in tandem with bots to optimize resources, balance investments, self-heal automation and measure business impact.
- Email Bot: Automatically respond to emails with natural language processing (NLP). Use AI to decide on triage and rerouting measures.
UX Design: Choose the best application design from a range of preconfigured best practice templates. Seamlessly synchronize with multiple API endpoints.
Workforce Intelligence: Run reports on essential processes, agent productivity and more. Use data visualization tools to understand the impact of automation and see the true intent behind customer interactions.

Limitations

At the time of this review, these are the limitations according to user feedback:

Users can experience documentation issues while developing apps.
Difficult to recruit talent with prior experience with the platform.
The platform is CPU-intensive.

Suite Support

Email: Not specified.

Phone: +1 (617) 866-6700 or +1 (800) 414-8064 (toll-free within the U.S.).

Training: The vendor provides online product training via educational modules, missions and challenges. Access instructor-led, on-demand learning via training centers or private sessions.

Tickets: Visit the website to submit a support ticket or track ongoing requests.