Pega BPM Review

Flexible and can be configured to meet our requirements, but reporting and notification capabilities need improvement

What is our primary use case?

We are using Pega for content management and as a ticket management system.

What is most valuable?

The most valuable feature is flexibility, as we can configure it to best suit our requirements.

What needs improvement?

The reporting does not work well for us. If we have somebody working on a ticket or request, we are not able to track the end-to-end time. Also, the assignment is not happening correctly. Ideally, they should have panel management reporting.

The end-user notifications need to be improved because there is a delay.

It is not fully compatible with all versions of Internet Explorer, so sometimes, it does not work. There are technical glitches because of this.

For how long have I used the solution?

I have been using Pega BPM for about three and a half years.

What do I think about the stability of the solution?

We have experienced technical glitches with the use of Internet Explorer and with reporting.

What do I think about the scalability of the solution?

I don't feel that there are any issues with scalability. That said, until our concerns with reporting are satisfied, we don't want to scale.

How are customer service and technical support?

The technical support is good.

How was the initial setup?

The initial setup is not complex, although I would not say that it is simple, either. You need to know the technology to implement it.

What about the implementation team?

Our in-house technical team was responsible for the deployment, and we had a consultant working with us.

What's my experience with pricing, setup cost, and licensing?

The pricing is pretty good, compared to other similar products.

What other advice do I have?

We are changing systems because we are trying to bring total service delivery into a common platform, and Pega is not able to handle the requirements. We are interested in a user-friendly solution without reporting glitches and difficulties.

The suitability of Pega BPM depends on the requirements. For smaller companies, where one or two products are being serviced, I would recommend it. However, I suggest that larger enterprises consider other tools.

For what they are providing, I think the pricing is fair.

I would rate this solution a six out of ten.

Which deployment model are you using for this solution?

Private Cloud
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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