Pega BPM Room for Improvement

Scaled Agile Consultant at Anthem Blue Cross Blue Shield

They use something called a unique model-based architecture. During development, where the database and the UI, everything comes from one single piece of architecture. Due to that sometimes the enterprise architecture teams do not like it due to the fact that it forces them to use just one piece of architecture. If these could be more modularized, then it can be easily deployable in different kinds of scenarios in organizations, it would be much better.

However, they are kind of tightly coupled and it's difficult to separate everything out. Still, I would say it is an improvement to consider for the future. Id they could decouple the various components so that it gives flexibility to enterprise architects to deploy what is most needed as part of their enterprise architecture strategy, rather than getting kind of, looking at the only way the product handles, it would be a stronger product.

They are currently spending some time on improving the product with respect to machine learning, especially related to robotic automation. They probably could be a little more adept on that area would help.

It's very difficult to change many things unless somebody puts in the time to figure everything out. However, Pega could learn from all the customer service calls they get and categorize them in order to do an automatic form-based or customer service based response. If they could set it up to everything automatically, then that would save a lot of time and headaches for companies and help them troubleshoot and work through issues faster.

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RM
Assistant Vice President at Barclays Bank

In terms of areas that need to be improved, I would say the timeout. This is because sometimes when we are patching some data from the database, we are getting added as a timeout. I would like to build a solution for that or to improve that feature, because by doing so the process will be trimmed. Sometimes it gets stuck just due to taking so much time for the user in the back-end data from the database. I think all the other features are very good.

Additionally, I'd like to select the availabilities. I'm using the earlier version now because it is on-premise implementation. If I go on the newer PGi for a couple of days, the latest version, then I will able to see what other additional features we need to have in the BPM tool.

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Principal Business Analyst at a tech services company with 201-500 employees

It's called a local platform but on the other hand, it needs a lot of experience. It's not all that easy to click and plug and play. If you really want to use all the features out of this platform, you definitely need a lot of experience and a lot of training to get there.

Because the platform offers a lot of different features, it's rather complex and makes it very valuable for many different use cases, but what I would improve is that you can't tell all the people that it's a local platform, which suggests that it's for everybody, even for those people that do not have any clue about IT. They are using a lot of functionalities that try to help those developers and usually they make good jobs, but there are some situations where this automation will cause a lot of stress and trouble. This is something that creates more work at the end than if you just started from scratch. 

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Learn what your peers think about Pega BPM. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
522,946 professionals have used our research since 2012.
SS
Digital Engineering Manager at a comms service provider with 10,001+ employees

It should have integration with non-relational databases. A lot of databases are non-relational, and as a company, we are planning to move to NoSQL or open-source databases. It would be good if we are able to install and use Pega on a NoSQL database. 

They can also try to tailor or organize the company a bit differently and go more towards the microservice concept.

I would like Pega to develop machine learning and intelligent AI algorithms. They have a good foundation in terms of the model and the stuff that we are using for some customers, and it will be good to onboard as many machine learning algorithms as possible.

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JT
Senior Consultant at a aerospace/defense firm with 51-200 employees

The way the IDE works with the chatbox and the taxonomy imports could be a little smoother.

There should be quicker approvals for CDH. It is a bureaucratic approval process to be able to get those particular licenses.

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Director at PricewaterhouseCoopers

Compared to other BPM products, the interface is somewhat complex, so the usability could be improved.

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NA
Director (Delivery) at a tech services company with 501-1,000 employees

There are some UX shortcomings within the solution. However, it's my understanding that they have addressed them and in the next three months they will come out with a new updated version. They will be moving away from HTML5.

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Managing Director, Intelligent Automation Practice, Business Consulting at a tech vendor with 10,001+ employees

Pega currently is trying to add chatbots to their systems, and it's still quite immature. This part definitely needs to be improved. The RPA also needs improvement. Pega has its own RPA, via an acquisition a couple of years ago. They bought OpenSpan and tried to rewrite it to Pega's platform. It still has some gaps. For example, they have no machine learning. If they want to be more mature in the market, they probably need to consider working on improving that.

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AS
Head of Department at a computer software company with 10,001+ employees

From a technical point of view, it would be helpful to have some advanced analytics to help with configuration. We have a lot of unwanted features and it would be good to configure it more appropriately so that we are using just exactly what we need.

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AP
Senior Director Platform Management at a real estate/law firm with 10,001+ employees

Reporting is not so clear and not so great. We really struggle to get the right reporting. When we need reporting based on the content of the tickets, we are not able to get it. The MIS reporting is not great. That's one of the reasons why we are switching to ServiceNow.

Its compatibility with the higher versions of Internet Explorer should be improved. It really works well in Mozilla Firefox or any other browser, but when it comes to Microsoft Edge or Internet Explorer, sometimes, the layout gets disturbed. The positioning of the buttons changes, and there is some distortion in the layout. I am not sure whether it is our configuration problem or Pega's, but when it is working in Mozilla Firefox, it should also work in Microsoft Edge or Internet Explorer.

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AP
Senior Director Platform Management at a real estate/law firm with 10,001+ employees

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.

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Solution Architect Grade I at a tech services company with 1,001-5,000 employees

I haven't been using the solution for that long, so I don't know if there are any features that are lacking.

We need more light retail BPM tools within the Pega system. However, Pega is mostly for big companies.

As our group is pretty small, we may need to look for a different solution that's more geared to smaller sized organizations.

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Tech lead/Solution architect/Team manager at a tech services company with 501-1,000 employees

The previous versions had good training documents but the updated versions need to improve the documentation.

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DevOps Strategist at a computer software company with 5,001-10,000 employees

In regards to the integration, more APIs may be required.

It needs more integration with other platforms.

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SM
System Architect at a tech vendor with 10,001+ employees

The solution could use more plugins.

The pricing model needs to be improved. Right now, it's too expensive.

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Senior Associate Consultant at a computer software company with 10,001+ employees

The solution would benefit from more integration capabilities.

There are some tools within the solution that are difficult to use.

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Learn what your peers think about Pega BPM. Get advice and tips from experienced pros sharing their opinions. Updated: July 2021.
522,946 professionals have used our research since 2012.