The Pega 7 platform provides the enterprise unmatched application agility because it is unified, model-based, and rich in development and deployment capabilities. Pega 7 helps enterprises automate, integrate and improve strategic front and back-office business operations. It is a unified platform with industry-leading capabilities in business process management (BPM), dynamic case management (DCM) 2 , analytics-driven decision management (DM), mobility and user experience (UX), and social collaboration.
The simple answer to this question is that Pega 7 (the current major version of the platform) is one of the well-known and pan-industry accepted Business Process Management suites available in the market.
If we adhere to analysts’ typical definition of Business Process Management as ‘a discipline that treats processes as assets and attempts to automate, improve and optimize the same with an objective to contribute to superior organizational productivity, enhanced product or services’ quality and operational cost reduction’ and start reading between the lines, we will soon realize that BPM is not just a ‘technical cure-all’ but a healthy mix of strategic (e.g. BPR), operational (e.g. BPA) and technical (e.g. BPMS) components – and it is the third category ‘BPMS’ that Pega can be pigeonholed into – or wait a second – are we sure ?
Well if we look back at the traditional definition of ‘process’ as a series of steps / activities that need to be performed in cohesion to achieve a business objective, this is definitely something that Pega excels in automating, improving and optimizing given its rich laundry list of features such as workflow orchestration, business rule driven skill based work assignment, SLA management, data interchange with peripheral applications to name a few – having said that, in today’s world, this definition seems to grab our eyeballs from an ‘inside out’ perspective – or in other words it still lays more emphasis on ‘doing things right’ rather than ‘doing the right things’ !
So much for simplicity – now let us step into the maze of complexity the epitomizes today’s typical ecosystem.
With the advent of digital megatrends, two key tenets are influencing today’s IT world considerably (and will continue to do so possibly for some more time) –
- A sustained thrust on looking at IT applications through the ‘outside in’ lens – effectively this means focusing on the overall customer journey (comprising multiple micro paths traversed in zig zag manner) without losing sight of the ‘moment of truth’ at each and every possible interaction touchpoint
- Key focus on technology standardization and interoperability
And this is where Pega scores one up on other enterprise wide stacks that are vaunted to offer optimal balance between flexibility and robustness, agility and uniformity and customer centricity and business empowerment.
Pega’s current avatar can be summarized as a ‘Strategic application’ that promotes best in class customer experience by stitching together the key pillars of Marketing, Sales Automation and Customer Service with back office Operations in a truly seamless manner – leveraging not only ‘deep’ process components like the ones mentioned above but also ‘wide’ ones like AI, robotic automation, customer decision hub et al – all these under the same roof is really the USP of Pega !
PEGA 