Pegasystems Among Cloud Top 500

Pegasystems Strengths, Domain Expertise, and Key Differentiators

Pega is a provider of cloud software for customer engagement and operational excellence. The world’s most recognized and successful brands rely on Pega’s AI-powered software to optimize every customer interaction on any channel while ensuring their brand promises are kept.

Pega’s low-code application development platform allows enterprises to quickly build and evolve apps to meet their customer and employee needs and drive digital transformation on a global scale. Pega technology portfolio is represented by Pega InfinityTM, the all-encompassing cloud-based digital transformation suite that enables businesses to improve customer engagement and operational efficiency. Pega offers a broad array of solutions for the biggest industries.

Pega’s real-time omnichannel AI enables businesses to anticipate issues and provides next-best-action guidance to enable consistently superior customer experiences on the front end. Company offers customer engagement applications, including Pega Marketing that enable enterprises to enhance customer acquisition and experiences across inbound, outbound, and paid media channels; Pega Sales Automation to automate and manage the sales process; and Pega Customer Service to anticipate customer needs, connect customers, the right people and systems, and automate customer interactions to evolve the customer service experience and to allow enterprises to deliver interactions across channels and enhance employee productivity.

It also provides digital process automation products, such as industry-specific software applications that include real-time, omnichannel AI; end-to-end robotic automation; journey-centric rapid delivery; software that writes your software; and unified future-proof platform for businesses with robust capabilities to automate industry-specific business processes.

In addition, the company offers both cloud choice and Pega Cloud. With cloud choice, businesses have the flexibility to build the model that best suits their needs. Pega Cloud provides production, development, and testing services to accelerate the development and deployment of Pega applications and the Pega Platform, as well as guidance and implementation, technical support, and instructor-led and online training services.

Pegasystems Recent Developments

In April 2021, Pegasystems launched Pega Process AI – a new set of Pega Platform capabilities that help organizations optimize their business and customer operations in real-time. By infusing self-optimizing AI and decision management into its low-code process automation software, Pega offers the only solution that can intelligently triage millions of incoming customer requests, transactions, and other events at an enterprise scale. This enables fast and effective event resolutions while helping to lower operating costs and simplify employee and customer experiences.

"In July 2020, Pega introduced X-ray Vision – the industry’s first self-healing robotic process automation (RPA) capability to detect and fix broken bots with no human intervention. Combined with new automated bot authoring tools, Pega RPA will provide clients with faster, more durable, and easier to deploy RPA. With X-ray Vision, Pega will expand on its patented Deep Robotics approach to RPA that durably binds the bot within native application controls instead of at the surface level. The new capabilities will leverage AI algorithms to make it far easier and faster than current available solutions to create new bots and keep them running. With this ease and speed, Pega will help give organizations a viable way to significantly scale their RPA initiatives beyond the typical handfuls of bots.

In June 2020, Pega announced Pega Process Fabric, a new cloud-based software architecture designed to radically streamline how organizations drive work across distributed enterprise technologies. With minimal deployment effort, this “platform for platforms” breaks down technology silos to unify work across the enterprise and help improve user experiences for employees, customers, and partners. Available through Pega Platform, Pega Process Fabric combines the power of dynamic APIs, an open UX framework, UI components, robotic automation, and data virtualization to bridge connectivity gaps from end to end. This silo-busting software weaves together enterprise technology from different vendors into a unified “platform for platforms.” While the individual components still operate independently behind the scenes, they act as one cohesive whole to users and customers.

In May 2020, Pega introduced Ethical Bias Check, a new capability of Pega Customer Decision Hub that helps eliminate biases hidden in the artificial intelligence (AI) driving customer engagements. The feature flags possible discriminatory offers and messages generated by AI across all channels before they reach the customer. It detects unwanted discrimination by using predictive analytics to simulate the likely outcomes of a given strategy. After setting their testing thresholds, clients receive alerts when the bias risk reaches unacceptable levels – such as if the audience for a particular offer skews toward or away from specific demographics. Operations teams can then pinpoint the offending algorithm and adjust the strategy to help ensure a fair and more balanced outcome for everyone.

Also in May 2020, Pega launched Pega Customer Service Unified Messaging Edition – a new SaaS-based application that helps customer service teams respond faster and more efficiently to customer inquiries flooding in across disparate messaging channels. Deployable within days, this new solution provides a single dashboard where agents can more easily juggle requests between chat, messaging applications, social media, and SMS to deliver world-class customer service.

In April 2020, Pega announced Pega Kickstart – a new family of fixed-price services that help businesses quickly deploy Pega software to help address critical customer and employee experience problems. Through a combination of Pega tools, best practices, and a dedicated services team, Pega Kickstart provides a faster path to digital transformation with high-impact returns delivered in just weeks. Pega also launched the Crisis Response Solutions Portfolio to solve urgent challenges resulting from the COVID-19 crisis. The portfolio contains 18 rapidly deployable solutions that help businesses overcome a range of unpredictable issues they are facing during the pandemic – such as surges in customer inquiries, policy exceptions requests, new emergency regulations, and changing claims requirements. Additionally, they introduced the Small Business Lending App which helps financial institutions manage the thousands of emergency loan applications pouring in from small businesses seeking COVID-19 financial relief. Available to Pega Platform™ clients and configurable in just days, it comes with prebuilt templates reflecting new U.S. and U.K. crisis loan guidelines and can be easily customized to orchestrate crisis loan programs for other countries.

In March 2020, Pega launched a free app to help its clients track the spread of COVID-19 among employees and maintain business continuity in the face of the global

Pegasystems Mergers and Acquisitions (M&A) Activities

In January 2021, acquired Qurious.io, a cloud-based real-time speech analytics solution powered by artificial intelligence (AI) for customer service teams.Qurious.io's software-as-a-service (SaaS) offering uses speech-to-text, natural language processing (NLP), and emotion detection capabilities to analyze the dialog within each customer service call as it happens. The software then provides agents with real-time insights and coaching so they can improve customer interactions, make better recommendations, and boost customer loyalty and sales. Pega plans to add Qurious.io's capabilities to its software portfolio with an initial focus on Pega Customer Service use cases.

In May 2019, Pega acquired a leading digital messaging platform provider, In The Chat. ITC’s platform, which enables communications via virtually any digital channel, will be integrated with Pega’s AI-powered customer engagement solutions, providing clients with a seamless, future-proof way to connect with customers.

Pega also acquired Infruid Labs in February 2019, combining consumer-grade user experience with enterprise-class features for actionable visual insights. Pega anticipates this will allow clients to gain even more insight into their data with an easy-to-use visual interface."

Pegasystems Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Pegasystems applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Pegasystems and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Pega CRM Suite, Pega Platform, customers.

Pegasystems Key Enterprise and Cloud Applications

Pega CRM Suite, Pega Platform,

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Pegasystems Direct vs Indirect sales

Pegasystems Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified Pegasystems Customers

No. of Pegasystems Customers: 3000+

No. of Pegasystems Enterprise Applications Customers: 3000+

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No. of Pegasystems Cloud Subscribers: x

Pega's global 3000 customers rely on Pega to drive transformations in sales, marketing, customer service, and operations. Among Pega's customers are HSBC, SiriusXM, VodafoneZiggo, VIVAT, GE Healthcare, Ford, and many others.

Pegasystems Market Opportunities, M&A and Geo Expansions

In November 2021, Pegasystems entered into a collaboration with Google Cloud, that will help improve experiences in healthcare with better data insights and personalization. This partnership between Pega and Google Cloud will bring together the capabilities of Google Cloud’s Healthcare Data Engine and Pega’s suite of intelligent healthcare solutions. Organizations will be better positioned to deliver optimal care and health outcomes to millions of people by combining Google Cloud’s efficient, comprehensive data platform and Pega’s personalized recommendations.

"In May 2019, Pegasystems acquired In The Chat (ITC), an enterprise-grade digital customer service platform provider that unifies text messaging, social media, live chat, email, messengers, and chatbots into a seamless conversation with customers. ITC's platform will be integrated with Pega’s AI-powered customer engagement solutions, providing clients with a seamless, future-proof way to connect with customers.

In June 2018, Pegasystems launched Pega Infinity its next-generation digital transformation suite. Pega Infinity will bring together a number of new and improved solutions from Pegasystems into a single home. Pegasystems expects this to help customers accelerate their digital transformation projects across all areas of their business to continuously exceed their customers’ expectations.

Additionally, Pega Infinity allows users to personalize their profiles and then provides the right DX features and functions for a user’s role within a Pega Studio: App Studio for low-code / no-code development; Developer Studio for app scaling and developing components; Prediction Studio for developing predictions and insights; and Admin Studio for managing system deployment, security, and DevOps. With these new, built-in capabilities of Pega Infinity provides the only solution that unifies customer engagement and DPA software on a single platform to drive digital transformation across entire global enterprises."

Pegasystems Risks and Challenges

Pegasystems’ migration to the Cloud is a work in progress, its Cloud revenues accounted for 15% of its total revenues in 2019. Its recent acquisitions are expected to raise that percentage higher in the coming quarters. The potential shift of the clients’ preference to a cloud-based subscription model requires a considerable investment of technical, financial, legal, managerial, and sales resources, and a scalable organization.

Pegasystems Ecosystem, Partners, Resellers and SI

"Pega collaborates with global systems integrators and technology consulting firms that provide consulting services to Pega's clients. Strategic partnerships with these firms are important to its sales efforts because they influence buying decisions, helps Pega to identify sales opportunities, and complement Pega's software with their domain expertise and services capabilities. These partners may deliver strategic business planning, consulting, project management, and implementation services to Pega's clients.

Among Pega's strategic partners are Accenture PLC, Atos SE, Capgemini SA, Cognizant Technology Solutions Corporation, EY, Infosys Limited, PwC, Tata Consultancy Services Limited, Tech Mahindra Limited, Virtusa Corporation, and Wipro Limited."

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Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

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