Pegasystems Inc. (Pega) develops, markets, licenses, hosts, and supports enterprise software that helps organizations optimize decisions and processes in real-time so they can deliver outcomes that transform their business.
The company’s powerful platform for enterprise artificial intelligence (‘AI’) decisioning and workflow automation enables the world’s leading brands and government agencies to hyper-personalize customer experiences, automate customer service, and streamline operations, missi...
Pegasystems Inc. (Pega) develops, markets, licenses, hosts, and supports enterprise software that helps organizations optimize decisions and processes in real-time so they can deliver outcomes that transform their business.
The company’s powerful platform for enterprise artificial intelligence (‘AI’) decisioning and workflow automation enables the world’s leading brands and government agencies to hyper-personalize customer experiences, automate customer service, and streamline operations, mission-critical business processes, and workflows. With Pega, its clients can leverage its AI technology and scalable architecture to accelerate their digital transformation. In addition, its sales and client success teams, world-class partners, and clients are able to leverage Pega GenAI Blueprint (‘Blueprint’) to rapidly prototype and accelerate the development and deployment of applications quickly and collaboratively.
To grow its business, the company intends to increase market share by developing and delivering a platform for enterprise AI decisioning and workflow automation for buyers in marketing, sales, service, operations, and IT that can work together seamlessly with maximum competitive differentiation; deepen and expand its relationship with existing clients; Establish relationships with new clients; and continue to scale its marketing efforts to support how today’s buyers discover, evaluate, and choose products and services.
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’), and Business Orchestration and Automation Technologies (‘BOAT’),
Low-code application development platforms (‘LCAP’), including Multi-experience Development Platforms (‘MXDP’),
Robotic Process Automation (‘RPA’), and Task-Centric Process Automation,
Business Rules Management Systems (‘BRMS’),
Decision Management, including predictive and adaptive analytics and Real-time Interaction Management (‘RTIM’), and
the Vertical-Specific Software (‘VSS’) market of industry solutions and packaged applications.
Customer Engagement
The company’s omnichannel customer engagement applications is 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 its customer engagement applications is the Pega Customer Decision Hub, its 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 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.
Workflow Automation
Pega Platform, the company’s software for AI-powered workflow automation, boosts the efficiency of its clients’ processes and operational 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. With Blueprint, clients can leverage the power of AI to design best practice processes for any industry domain in minutes. Pega’s 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 workflow 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 drives better business outcomes for its clients in three ways:
1:1 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 and loyalty with reduced costs.
Workflow Automation: The company enables clients to automate mission-critical workflows, resulting in improved operational efficiency, faster time to value, and lower cost.
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 its 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 its unified workflow automation and case management capabilities. This combination provides its 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 efficiently.
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 its Center-out Business Architecture, Pega technology has been designed to be deployed rapidly, be easily changed, and scale across changing architecture needs.
Rapid, AI-Enabled Transformation
Pega's approach to digital transformation projects brings business, IT, and AI together to accelerate collaboration, development, and time-to-value. The company and its customers are able to begin projects in Blueprint, which leverages generative AI to analyze business requirements and legacy documentation to generate a starting point template aligned with clients' strategic business outcomes. From there, Blueprint streamlines business and IT collaboration, providing guidance to teams through the end-to-end requirements gathering process – either through virtual collaboration or in a workshop setting.
Pega Cloud
Pega Cloud allows clients to develop, test, and deploy, on an accelerated basis, its applications and the Pega Platform using a secure, flexible internet-based infrastructure, minimizing cost while focusing on core revenue-generating competencies.
Clients will choose to manage the Pega deployment themselves using the cloud architecture they prefer. This multi-cloud approach, which includes both Pega Cloud and client-managed cloud, gives its 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 its 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 its Pega Catalyst offering, its Success team ensures that the clients receive the maximum business value from their Pega investments, and its 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 its 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 its Clients and Partners. The company has increased its ability to train partners and clients to implement its technology and made it easier for individuals to stay current as it evolves. It offers many mediums, including instructor-led and online training to its employees, clients, and partners so individuals can learn in the way that best suits them. It has also partnered with universities to provide its courseware as part of the student curriculum to expand its ecosystem of enablement content. In addition, it 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 its strategy to create a broad ecosystem passionate about Pega technology to further increase its advocates across the clients and other key stakeholders.
Partners
The company collaborates with global systems integrators and technology consulting firms that provide consulting services to its clients, as well as Independent Software Vendors (‘ISVs’), cloud hyperscalers, and technology partners that extend clients’ investments with integrated solutions. In addition, Authorized Training Partners (‘ATPs’) support Pega customers in local languages, while its Workforce Development Partners let clients outsource their recruiting. Strategic partnerships with these firms are important to the company’s sales efforts because they influence buying decisions, identify sales opportunities, and complement its software with their domain expertise, solutions, and service capabilities. These partners may deliver strategic business planning, consulting, project management, training, and implementation services to its clients.
The company’s partners are recognized through its Pega partner program, helping those organizations differentiate themselves in the market place. They do so by achieving distinctions in industries or across specific solutions areas and geographies. Pega’s largest partners include Aaseya, Accenture, Areteans, Capgemini, Coforge, Cognizant Technology Solutions, Evonsys Inc, Ernst & Young, HCL Tech, Infosys, LTIMindtree, Tata Consultancy Services, and Virtusa.
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. Its 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. Its 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.
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. Its 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.
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. Its 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.
Insurance – Pega’s software for AI-powered decisioning and workflow automation is used by insurance companies for Customer Engagement, Sales, Distribution, Underwriting, Policyholder Service, and Claims. Its 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.
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. Its 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.
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 its technology, helping it grow its business more efficiently and focus its resources on continued innovation and enhancement of its solutions. In addition, strategic partnerships with management consulting firms and major systems integrators are important to sales efforts because they influence buying decisions, help it to identify 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 its sales efforts, the company conducts a broad range of marketing programs, including awareness advertising, client and industry-targeted solution campaigns, trade shows, including its PegaWorld 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, its consulting employees, business partners, and other third parties also conduct joint and separate marketing campaigns that generate sales leads. Its sales and marketing efforts are premised on the strength of its products, and the success of its clients, both as its products exist and will continue to develop in the future through its 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.
