Pegasystems Profile
Pegasystems Inc. (Pega) develops, markets, licenses, hosts, and supports enterprise software that helps organizations build agility into their business so they can adapt to change.
The company’s low-code platform for workflow automation and artificial intelligence-powered decisioning enables the world’s leading brands and government agencies to hyper-personalize customer experiences, streamline customer service, and automate mission-critical business processes and workflows. With Pega, the company’s clients can leverage its artificial intelligence (‘AI’) technology and scalable architecture to accelerate their digital transformation. In addition, the company’s client success teams, world-class partners, and clients leverage the company’s Pega Express methodology to design and deploy mission-critical applications quickly and collaboratively.
To grow the company’s business, the company intends to increase market share by developing and delivering a low-code platform for workflow automation and AI-powered decisioning for buyers in marketing, sales, service, operations, and IT that can work together seamlessly with maximum competitive differentiation; deepen and expand the company’s relationships with existing clients; establish relationships with new clients; and continue to scale the company’s marketing efforts to support buyers discover, evaluate, and choose products and services.
Whether the company are successful depends, in part, on the company’s ability to execute its marketing and sales strategies; manage its expenses appropriately as the company grows its organization; develop new products and enhance the company’s existing products; and incorporate acquired technologies into the company’s solutions and the unified Pega Platform.
Products
Pega Infinity
Pega Infinity, the latest version of the company’s software portfolio, helps build agility into its clients’ organizations so they can work smarter, unify experiences, and adapt to meet changing requirements.
The company’s applications and low-code platform intersect with and encompass several software markets, including:
Customer Engagement, including Customer Relationship Management (‘CRM’);
Digital Process Automation (‘DPA’), including Business Process Management (‘BPM’), Workflow, and Dynamic Case Management (‘DCM’);
Low-code application development platforms (‘LCAP’), including Multi-experience Development Platforms (‘MXDP’);
Robotic Process Automation (‘RPA’);
Business Rules Management Systems (‘BRMS’);
Decision Management, including predictive and adaptive analytics; and
The Vertical-Specific Software (‘VSS’) market of industry solutions and packaged applications.
Customer Engagement
The company’s omnichannel customer engagement applications are designed to maximize the lifetime value of customers and help reduce the costs of serving customers while ensuring a consistent, unified, and personalized customer experience. At the center of the company’s customer engagement applications is the Pega Customer Decision Hub, the company’s real-time, AI-powered decision engine, which can predict a customer’s behavior and recommend the ‘next best action’ to take across channels in real-time. It is designed to enable enterprises to improve customer acquisition and experience across inbound, outbound, and paid media channels. It incorporates artificial intelligence (‘AI’) in the form of predictive and machine-learning analytics and business rules and executes these decisions in real-time to evaluate the context of each customer interaction and dynamically deliver the most relevant action, offer, content, and channel.
Customer Service
The Pega Customer Service application simplifies customer service. It is designed to anticipate customer needs, connect customers to the right people and systems, automate or intelligently guide customer interactions, rapidly and continuously evolve the customer service experience, and allow enterprises to deliver consistent interactions across channels and improve employee productivity. The application consists of a contact center desktop, case management for customer service, chat, knowledge management, mobile field service, omnichannel self-service, AI-powered virtual assistants, and industry-specific processes (‘Microjourney’) and data models. For clients who want to extend intelligence and automation into the early stages of the customer journey, Pega Sales Automation automates and manages the entire sales process, from prospecting to product fulfillment. It allows enterprises to capture best practices and leverage AI to guide sales teams through the sales and customer onboarding processes.
Intelligent Automation
Pega Platform, the company’s software for Intelligent Automation, boosts the efficiency of the company’s clients’ processes and workflows. This technology allows organizations to take an end-to-end approach to transformation by using intelligence and design thinking to streamline processes and create better customer and employee experiences. Intelligent automation goes beyond traditional Business Process Management (BPM) to unify technologies, such as Robotic Process Automation (‘RPA’) and AI; and enable organization-wide digital transformation. With its Intelligent Automation capabilities, the Pega Platform allows clients to break down silos, improve customer-centricity, add agility to legacy technology, and provide end-to-end automation to support the needs of customers and employees.
Capabilities
The company drive better business outcomes for the company’s clients in three ways:
Customer Engagement: The company enables clients to hyper-personalize interactions with their customers using its AI-powered decision engine, resulting in higher customer lifetime value.
Customer Service: The company enables clients to streamline customer service and deliver better service experiences for their customers and employees, resulting in higher customer satisfaction.
Intelligent Automation: The company enables clients to automate mission-critical workflows, resulting in improved operational efficiency, faster time to value.
The company delivers its solution through its Center-out Business Architecture, enabling clients to transcend channels and internal data silos to achieve quick wins and long-term transformation. This approach insulates business logic from back-end and front-end complexity, delivering consistent customer experiences and agility to the business.
The key aspects of this architecture are:
Centrally-managed AI-powered Decisioning
Pega’s centrally-managed AI-powered decisioning ensures AI and business rules operate across all channels. Applications built on Pega’s low-code Platform leverage predictive and adaptive analytics to deliver personalized customer experiences and maximize business objectives. For example, Pega Customer Decision Hub, a centralized, always-on ‘customer brain,’ unleashes the power of predictive analytics, machine learning, and real-time decisioning across the company’s clients’ data, systems, and touchpoints — orchestrating engagement across customer interaction channels and optimizing processes for better efficiency.
End-to-end Workflow Automation Aligned with Business Outcomes
The company combines human-assisted robotic desktop automation and unattended robotic process automation with the company’s unified workflow automation and case management capabilities. This combination provides the company’s platform and applications the differentiated ability to automate customer-facing and back-office operational processes from ‘end to end,’ connecting across organizational and system silos to connect customers and employees to outcomes seamlessly and easily.
Consistent Omnichannel Experiences
With centrally defined business and process logic, Pega provides dynamic, open APIs to align front-end channels and business logic for consistent customer experiences. By leveraging innovative user interface (UI) technology, Pega-powered processes and decisions can be easily embedded into existing front ends or used as the basis for new employee-facing applications.
Insulation of Back-End Complexity
Pega’s architecture insulates case and decision logic from the complexity of back-end systems. The company’s data virtualization automatically pulls in needed data in a common structure, regardless of source. This capability allows clients the agility to build new experiences on existing systems, modernizing legacy systems without breaking existing processes.
A Layered Approach to Managing Variation
Pega’s Situational Layer Cake organizes logic into layers that map to the unique dimensions of a client’s business – customer types, lines of business, geographies, etc. This layered approach lets organizations manage variations of their businesses without duplicating logic. This capability allows initial deployments into a single department or region to seamlessly scale to manage the complexity of a global, multi-line enterprise.
In addition to the company’s Center-out Business Architecture, Pega technology has been designed to be deployed rapidly, be easily changed, and scale across changing architecture needs.
Pega Express Methodology and Low Code
The company’s solutions are designed to quickly improve targeted customer outcomes with out-of-the-box functionality that connects enterprise data and systems to customer experience channels. From there, organizations can scale one customer experience at a time to realize greater value while delivering increasingly consistent and personalized customer experiences. The company prescribes a ‘Microjourney’ approach to delivery that breaks customer journeys into discrete processes that drive meaningful outcomes, such as ‘inquiring about a bill’ or ‘updating an insurance policy,’ allowing the company to combine design-thinking and out-of-the-box functionality to deliver rapid results and ensure the ability to enhance applications in the future.
The company’s approach leverages low-code to improve business and IT collaboration and bypass the error-prone and time-consuming process of manually translating requirements into code. Users design software in low-code visual models that reflect the needs of the business. The software application is created and optimized automatically and directly from the model, helping to close the costly gap between vision and execution. Changes to the code are made by altering the model, and application documentation is generated directly from the model.
Cloud Choice
Pega Cloud allows clients to develop, test, and deploy, on an accelerated basis, the company’s applications and the Pega Platform using a secure, flexible internet-based infrastructure, minimizing cost while focusing on core revenue-generating competencies.
Clients can also manage the Pega deployment themselves using the cloud architecture they prefer. This multi-cloud approach of both Pega Cloud and client-managed cloud gives the company’s clients the ability to select and change, as needed, the best cloud architecture for the security, data access, speed-to-market, and budget requirements of each application they deploy.
Services and Support
The company offers services and support through its Global Client Success, Global Service Assurance and Client Support, and Pega Academy groups. The company also uses third-party contractors to assist the company in providing these services.
Global Client Success – Global Client Success guides the company’s clients to maximize their investment in the company’s technology and realize the business outcomes they are targeting. Within Global Client Success, the company’s Client Innovation team helps clients transform and prototype their customer journeys through the company’s Pega Catalyst offering, its Success team ensures the company’s clients receive the maximum business value from their Pega investments, and the company’s Pega Consulting team provides planning, design, implementation, and assurance services.
Global Service Assurance and Client Support – Global Service Assurance addresses risks to client success because of technical concerns. By providing technical staff dedicated to client success, the company reduces the time to resolve technical issues, eliminate lengthy deliberations of technical resource logistics, and increase clients’ confidence in the company’s technology and client service. Global Client Support provides technical support for the company’s products and services. Support services include cloud service reliability management, online support community management, self-service knowledge, proactive problem prevention through information and knowledge sharing, problem tracking, prioritization, escalation, diagnosis, and resolution.
Pega Academy – Pega Academy offers enablement content for all Pega product implementations to ensure the success of the company’s Clients and Partners. The company has increased its ability to train partners and clients to implement the company’s technology and made it easier for individuals to stay current as it evolves. The company offers many mediums, including instructor-led and online training to the company’s employees, clients, and partners so individuals can learn in the way that best suits them. The company has also partnered with universities to provide its courseware as part of the student curriculum to expand the company’s ecosystem of enablement content. In addition, the company has robust and comprehensive documentation on its documentation portal, so people have the information at their fingertips in the moment of need. Lastly, engagement is an important part of the company’s strategy to create a broad ecosystem passionate about Pega technology to further increase the company’s advocates across its clients and other key stakeholders.
Partners
The company collaborates with global systems integrators and technology consulting firms that provide consulting services to the company’s clients, as well as Independent Software Vendors (‘ISVs’) and technology partners that extend clients’ investments with integrated solutions. In addition, Authorized Training Partners (‘ATPs’) support Pega customers in local languages, while the company’s Workforce Development Partners let clients outsource their recruiting. Strategic partnerships with these firms are important to its sales efforts because they influence buying decisions, identify sales opportunities, and complement the company’s software with their domain expertise, solutions, and service capabilities. These partners may deliver strategic business planning, consulting, project management, training, and implementation services to the company’s clients.
The company’s partners include well-respected major firms, such as Accenture PLC, Amazon.com, Inc., Areteans, Capgemini SA, Coforge, Cognizant Technology Solutions Corporation, EY, Google, HCL Infosys, Merkle, PwC, Tata Consultancy Services Limited, Tech Mahindra Limited, Virtusa Corporation, and Wipro Limited.
Markets
Target Clients
The company’s target clients are Global 2000 organizations and government agencies that require solutions to distinguish themselves in the markets they serve. The company’s solutions achieve and facilitate differentiation by increasing business agility, driving growth, improving productivity, attracting and retaining customers, and reducing risk. Along with the company’s partners, the company delivers solutions tailored to the specific industry needs of its clients.
The company’s clients represent many industries, including:
Financial services – Pega’s software for AI-powered decisioning and workflow automation is used by financial services organizations for Customer Engagement, Onboarding and KYC, Lending, Customer Service, Payment Exceptions, Bank Operations, and Managing Financial Crime. The company’s platform enables clients to increase loyalty and wallet share, reduce time and effort to close loans and open accounts, address compliance more effectively while simplifying customer experiences, resolve service requests across channels more quickly with less effort, and boost the efficiency of various back-office processes with fewer human touches.
Government – Pega’s software for AI-powered decisioning and workflow automation is used by government agencies for Enterprise Modernization, Licensing, Investigative Case Management, Grants and Financial Management, Acquisition and Supply Chain Modernization, and Citizen Service. The company’s platform enables clients to modernize legacy systems and processes to meet the growing demands for improved constituent service, lower costs, reduced fraud, and greater transparency.
Healthcare – Pega’s software for AI-powered decisioning and workflow automation is used by healthcare organizations for Consumer Engagement, Onboarding and Enrollment, Customer Service, Care Management Services and Claims/Core Admin. The company’s platform enables clients to improve member and patient outcomes, loyalty, and retention, simplify experiences with reduced time and effort, resolve service requests faster and easier across channels, advance efficient flexible healthcare coordination, and deliver streamlined, modern experiences for members, providers, and employees.
Communications and media – Pega’s software for AI-powered decisioning and workflow automation is used by communications and media organizations for Customer Engagement, Order Management, Customer Service, Service Assurance, Network Operations, and Shared Services. The company’s platform enables clients to increase loyalty and wallet share, simplify experiences while accelerating revenues and processes, resolve service requests across channels more quickly with less effort, drive a faster, simpler repair experience, and boost the efficiency of 5G, fiber, and cloud processes.
Insurance – Pega’s software for AI-powered decisioning and workflow automation is used by insurance companies for Customer Engagement, Sales, Distribution, Underwriting, Policy Holder Service, and Claims. The company’s platform enables clients to nurture and grow their book of business, increase agent sales effectiveness, power better partner performance and loyalty, automate application intake and processing with intelligence, personalize seamless policy lifecycle experiences, and improve claims handling efficiencies with more modern customer and employee experiences.
Consumer services – Pega’s software for AI-powered decisioning and workflow automation is used by consumer services organizations for Customer Engagement, Supplier Onboarding, Customer Service, and Enterprise Operations in industries, such as transportation, utilities, internet providers, retail, hospitality, and entertainment. The company’s platform enables clients to enable more personalized real-time next best action, accelerate onboarding with simplified experiences, automate the resolution of customer requests across channels with increased digital self-servicing, and streamline operations to rapidly reduce cost, time, and risks while increasing customer satisfaction.
Manufacturing and High Tech – Pega’s software for AI-powered decisioning and workflow automation is used by manufacturers to streamline their complex global operations and create more value for their customers, dealers, distributors, and suppliers while directly managing the performance, uptime, and impact of their connected products, equipment, and experiences. The company’s platform enables clients to reduce the complexity of enterprise operations in domains like supply chain, order management, quality management, shared services, customer service, and aftermarket services, including warranty management and captive finance, while minimizing the constraints on digital transformation caused by legacy systems.
Sales and Marketing
The company encourages its direct sales force and outside partners to co-market, pursue joint sales initiatives, and drive broader adoption of the company’s technology, helping the company grow its business more efficiently and focus the company’s resources on continued innovation and enhancement of its solutions. In addition, strategic partnerships with management consulting firms and major systems integrators are important to the company’s sales efforts because they influence buying decisions, help the company identifies sales opportunities, and complement its software and services with their domain expertise and consulting capabilities. The company also partners with technology providers and application developers.
To support the company’s sales efforts, the company conducts a broad range of marketing programs, including awareness advertising, client and industry-targeted solution campaigns, trade shows, including the company’s PegaWorld iNspire user conference, solution seminars and webinars, industry analyst and press relations, web and digital marketing, community development, social media presence, and other direct and indirect marketing efforts. In addition, the company’s consulting employees, business partners, and other third parties also conduct joint and separate marketing campaigns that generate sales leads. The company’s sales and marketing efforts are premised on the strength of its products, both as they exist currently and as they will continue to develop in the future through the company’s research and development efforts.
Competition
The company’s competitors are International Business Machines Corporation (‘IBM’), Microsoft Corporation, Oracle Corporation, Salesforce.com, SAP SE, and ServiceNow.
History
Pegasystems Inc. was founded in 1983. The company was incorporated in Massachusetts in 1983.
