Process Application Platforms 2017: Pegasystems

This report assesses the capabilities of Pegasystems’ Process Application Platform, and also examines the partners and intellectual property that Pegasystems can offer customers exploring associated technology implementations. This assessment report forms part of a series of reports from MWD Advisors which assesses business process application technology offerings – technology-related capabilities which support organisations wanting to design, develop, deploy, monitor and optimise partially- or wholly-automated business processes.
We strongly encourage you to read this report in conjunction with our accompanying Assessment Framework report.


Pegasystems’ Pega Platform is a highly significant Process Application Platform offering. The company is working to appeal to a wider range of client needs (leading with Pega Express and the Pega Cloud), and it’s now possible to get started on a project quickly (and at increasingly modest cost). Nevertheless the Pega Platform remains most compelling when used to address big challenges. The technology is very sophisticated in a couple of key ways that will be particularly important if you’re pursuing process automation in a demanding business context. Firstly, it allows you to create sophisticated, dynamic process applications with advanced case management, predictive analytics and AI-driven features; and secondly it enables you to deal with complex and demanding change and variation requirements across large programs of work.

Support for different types of work

Automated work: There’s strong support at both design time and runtime for automated work scenarios – with good error handling and integration facilities, and the addition of Pega Robotics further strengthens its hand. With its rules- and analytics-based foundation it’s also no surprise that decision automation is a very strong capability. The Live Data data virtualisation capability further simplifies application integration.

Transactional work: The fact that Work Objects, rather than Flows, are the central modeling concept in the Pega platform sets a foundation for very flexible transactional work support. Sophisticated organisational modelling, calendaring, document management integration via CMIS, Box and SharePoint Online and the power of Visual Business Director are all big contributors.

Exploratory work: Over its past couple of releases the Pega Platform has become extremely capable in support of exploratory work scenarios, with sophisticated Case Management support at design time and runtime. Pega also goes further than others in providing very useful monitoring and optimisation features

Rapid prototyping / quick-start

Pega Express is for prospects and customers wanting to carry out rapid prototyping exercises, run quick proofs-of-concept, and so on. It is in fact a special view of the full PegaPlatform, that makes is safe and easy for relatively non-technical business analysts can deliver first-cut applications quickly. Pega Express applications can be easily extended and finalised in the full platform when appropriate.

Change management

Change management is perhaps the area in which the Pega Platform excels most – and the recent addition of Agile Studio, PegaUnit and Pipeline Manager (for DevOps and CI/CD) pushes things further. The ability to manage application and asset change and variation across projects and programs, at a large scale, is a market-leading capability.

User experience options

With the current set of platform releases, Pegasystems has focused a lot of effort on simplifying application user experience design. The inbuilt responsive UI framework is easy to build on and test with, and there’s much sophistication if you’re looking for full-blown mobile app experiences. There’s also an extensive API that enables you to build completely custom experiences or embed Pega functions into existing apps if you want.

Deployment options

The company also offers a choice of virtual, private, public and hybrid cloud options and is pushing hard to make its Pega Cloud the first choice for a wide range of its customers. Partner-led managed hosting services and private client-managed clouds are also a part of the picture.

Inside Pegasystems’ platform

Pegasystems’ Pega Platform addresses all design, construction, deployment and management aspects associated with Process Application Platforms. The platform is now on version 7.3.1.

As mentioned above, the company doesn’t just sell its platform; it continues to make market-leading investments in applications – hardening what it previously called ‘industry frameworks’ into a portfolio of ready-to-use applications for industries that span scenarios around marketing, sales, service and operations. Currently around 25% of Pegasystems’ R&D expenditure is given over to developing and maintaining this application portfolio.

Key tools and capabilities

The Pega Platform comprises a set of tightly-integrated tools, each of which has a very clear role to play – and there is little functional overlap between them. The platform brings together four main capabilities:

  • BPM and Case Management. The Pega Platform addresses the full lifecycle of BPM and Case Management initiatives with its core capabilities, addressing discovery and analysis functionality (Direct Capture of Objectives), web-based design and development tools (the Design Studio), a Java-based runtime process application server, and process monitoring, dashboarding and administration tools. Support for automated work, transactional work and exploratory work are all delivered through the same core Pega concepts; only the ways in which you configure and bring these concepts together in your applications differs.
  • Business rules. The heritage of Pega technology is its rules engine, with today’s BPM and Case Management features constructed atop this foundation. It’s not surprising, then, that the ability to define, execute and automate complex, context-sensitive sets of business rules which can influence almost any behaviour you define in a Pega application is a core capability of the platform.
  • Robotics. Pegasystems offers server-based/unattended Robotic Process Automation (RPA), agent-facing Robotic Desktop Automation (RDA) and Workforce Intelligence technologies.
  • Pega Mobile. The core platform supports hybrid and responsive mobile web design, with native SDKs, testing, offline support, and enterprise app store

Also related to the core Pega Platform, Pegasystems offers:

  • Intelligent Virtual Assistant. This add-on creates a conversational user interface framework for your Pega applications, supporting interaction over several channels: email, Amazon Alexa voice commands, SMS, and Facebook Messenger. The Facebook Messenger channel brings Facebook’s chatbots into the picture, with the ability to drive automated conversations. You also have the ability to employ text analytics to more effectively recognise intents and sentiment in emails and chats.
  • Customer Decision Hub. This is a combination of predictive and adaptive analytics together with a big data repository of customer interaction. The application of the Customer Decision Hub is governed within a new Business Control Center dashboard, using what Pegasystems calls a ‘T’-switch – a control feature that allows clients to easily configure whether AI-managed predictive models (or human-written prescriptive rules) will be used in decision-making across applications. The Customer Decision Hub includes:
    • Decision Strategy Manager. A web-based tool that brings together predictive analytics and next-best-action technology and delivers reusable decisioning components that can be integrated with process and case applications.
    • Event Strategy Manager. A web-based tool, following the same design metaphors as Decision Strategy Manager, that enables analysts to specify event stream processing functionality which filters and correlates external events that need to be responded to by Pega applications.
    • Visual Business Director. An optional component used by, analysts to create rich performance visualisations and simulations to assist in uncovering potential optimisation opportunities.
  • Pega Business Profiler. A web-based strategy mapping tool, built using the Pega platform, that you use to define hierarchies of business strategies, initiatives, strategic technologies and process improvement initiatives; and present dashboards and scorecards that show progress on portfolios of initiatives. An open API enables external systems to update these dashboards and scorecards.
  • Federated Case Management. This is a set of facilities that combines three elements:
    • Provides process participants with a consolidated work queue that aggregates worklists across multiple processes or applications. Allows users in one system to open, view and work cases in other systems seamlessly.
    • Provides access to a single virtualised repository federated across existing implementations. Developers can choose which assets to promote to the shared repository, giving a good degree of change control and support for reuse in large, global technology implementations.
    • Provides an enhanced set of performance data export options for customers wanting to use third-party analysis tools when exploring process performance data or wishing to populate data warehouses.

In recent platform releases, Pegasystems has introduced a new range of project and change management tools designed to help customers implement and maintain Pega applications using modern agile development and delivery practices. Agile Studio is a comprehensive Scrum-oriented project planning and management tool, written using Pega, aimed specifically at Pega application implementations; you can integrate it with the Pega Agile Workbench tool, which enables application users to provide instant feedback on application features, and have these associated with project items. Pipeline Manager uses the Pega case management framework to implement continuous integration / continuous delivery pipelines for your projects, and drive DevOps automation with tools like Jenkins (task automation) and Jfrog (binary management) as well as the PegaUnit unit testing automation tool.

Lastly, Pegasystems also offers clients its Predictive Diagnostic Cloud. The SaaS-based Predictive Diagnostic Cloud provides continuous monitoring and analysis of the performance of Pega systems, predictive alerts on potential problems, and diagnostic recommendations to help clients continuously tune and improve their implementations.

User experience options

With the Pega Platform you now have four user experience approach choices, broadly speaking:

  • Use the built-in responsive HTML5-based UI framework to present application functionality to users. In recent releases the company has expended significant development effort on improving the capabilities and consumability of the built-in UI framework, and it now publishes its own design guidelines to customers and partners (see
  • Use Pega Mobile to create hybrid mobile apps (leveraging a managed device container that’s part of the platform. This is a sophisticated toolkit: there’s substantial power in the offline working capability, for example, and support for app notifications (which also provide for the ability to complete tasks ‘inline’); and the managed device container approach enables mobile apps’ lifecycles to be managed remotely from the devices they’re installed on, while apps can still take advantage of devices’ native features (cameras, location acquisition, etc).
  • Use the Intelligent Virtual Assistant add-on to install a multi-channel, conversational user interface framework (including integration with Facebook Messenger’s chatbot technology).
  • If you have deeply custom requirements, there’s also the option to develop native mobile or web applications that use the Pega Platform API to claim tasks, update state, retrieve Case work, and so on.

Deployment options

Pegasystems has offered the Pega platform as a hosted service for some time, and is now actively promoting cloud-hosted instances of the platform to prospects as vehicles for application deployment. Pega’s approach here is different from those of many others: in addition to offering a top-to-bottom integrated service, the company offers AWS-hosted instances via what it calls the Pega Cloud – but it also works with select partners to offer managed services based on hosted Pega instances on other platforms (Partner Managed Cloud), as well as certifying the Pega Platform on AWS, Azure and Pivotal Cloud Foundry for customers who want to manage their own installations. Partner Atos is already signed up to offer the Pega Cloud in the EU, and more managed services partnerships (including Accenture) have been announced.

Most customers are users of the Pega platform on-premises. Here, the majority of the elements of the platform are deployed as JEE applications; however the Pega Robotics runtime is a .NET application and requires Windows on the desktop (and Windows Server where robots run ‘headless’ in a RPA scenario).

Using the products: core capabilities

Rapid prototyping / quick-start

Pega Express, launched in 2015, is a safe, low-code, and highly-tailored configuration of the full PegaPlatform. It’s been packaged in a way that makes it very quick for customers and prospects to start designing and developing straightforward business process application functionality, without the need to stray outside the confines of a slick, graphical web-based toolset. For application use cases that need no initial integration with external systems, and that can initially be explored with simple work distribution and routing schemes, Pega Express offers a compelling route to getting started with testing concepts and getting business feedback.

You build Pega Express applications from three core concepts: Cases (comprising stages and steps within each stage), UI definitions, and Data definitions. As you define fields in a graphical form definition, the tool automatically creates associated data definitions.

Pega Express is delivered as a cloud-based service, hosted on AWS, and is free for 30 days. The application functionality you create in Express can be opened and edited in a full PegaPlatform instance with no changes.

Mapping, modeling and application design

Almost every concrete design and development element in the Pega Platform – everything from user interface functionality to application integration functionality – is based on one common artefact, the ‘rule’. Specialised rule types are used to provide guidance and decision support to business processes, organisational models, SLAs, user interfaces, tests, integration logic and more. These rules can be composed and specialised using sophisticated inheritance hierarchies to form reusable components, frameworks and applications that can be executed in highly context-specific ways.


At the core of Pega Platform applications are two concepts: Cases (comprising structured and unstructured work and information structures) and Flows (processes).

It’s the Case that is the more central concept when it comes to how applications run and are monitored; conceptually speaking, Flows are the paths that a Case and its constituent work objects can take as they execute – rather than the Case merely being a container for process data (as is the situation in many other BPM technology platforms). It’s this design approach that makes highly-structured transactional work and less structured exploratory work scenarios equally addressable through the platform.

Flows are made up of Tasks – which can invoke actions (integration, work assignment, and so on) or drive flow control (decision tasks, routing tasks). You can use the web-based Process and Case Designer tools to design Flows graphically using a BPMN-like notation, or you can avoid BPMN and use Pega’s proprietary lightweight workflow layout scheme. Process models can be imported from any tool that can export BPEL diagrams; and the import of ARIS EPC diagrams is also supported.


You can create business rules using multiple constructs: the most common are decision tables and decision trees. With decision table-style rules, as well as using the Pega Platform’s own editor it’s possible to perform rule design and review in Excel (there’s a simple import/export facility).


Integration of Pega business process applications with external systems, applications and data sources is accomplished using the Design Studio, by specifying combinations of ‘services’ and ‘connectors’. Services implement inbound server interfaces for external systems to invoke logic managed by the Pega Platform; connectors implement outbound client interfaces for flows to invoke logic managed in external systems or pull data from external systems and repositories.

The Pega Platform can connect natively to external systems and sources through Web Services protocols (SOAP, WSDL); MQTT; JMS queues; HTTP (REST); native EJB/RMI; and the J2EE Connector Architecture (JCA). Release 7.1.8 added connectivity to HBase and Cassandra to bring Big Data into the platform and applications. In addition to this Pegasystems offers ‘Process Extenders’ for SAP Business Suite, and another for that bundle together sets of related services and connectors for bi-directional application integration with the Pega platform.

The Pega Platform’s Live Data capability significantly simplifies the business of integrating flows with external systems and data sources: with Live Data, developers specify ‘business entity’ objects that act as business-meaningful models for external datatypes (for example customer name, product details) and hide the details of using services and connectors from people designing flows and other application elements. With Live Data, the platform takes care of caching business entity data from external systems; when specifying data that needs to be accessed or changed within a flow the designer simply works with the relevant business entity object.

The addition of Pega Robotics further broadens the integration options you have. You use Pega Robotics’ graphical Studio tool to specify automated task flows that are deployed to groups of software robots. When invoked via work queues, the robots use these definitions to drive legacy applications’ user interfaces and perform scripted activities and calculations – and groups of robots can be configured to scale up and down to meet demand. This means that with Pega Robotics, you can create a layer of integration services that will automate interactions and data transfers with legacy systems in a non-invasive way.

Work assignment and distribution

When it comes to declarative organisational models that specify human process participant roles and role relationships, there’s a high degree of flexibility: as well as supporting the concepts of ‘organisations’, ‘divisions’ and ‘organisational units’ the platform also makes it easy for you to define dynamic groups that run across this hierarchy and that can be configured based on skill definitions and so on. Work delegation and escalation can easily be driven by reference to these models, as well as by reference to other contextual information (such as the features of a given Case).

When it comes to work scheduling and management of deadlines, you can specify multiple, application-specific and detailed work calendars and assign them to different organisations or groups. There’s also integration with participants’ Microsoft Exchange calendars to ascertain work availability.

User interfaces

When it comes to specifying forms to accompany tasks, there’s a web-based UI designer within the Design Studio that you use to create HTML5 based, responsive web interfaces (interfaces that detect the available screen estate on a device, and automatically adjust their layout accordingly). You can specify multiple form sections and components for each Work Object, with one or more sections being presented to a participant at any one time.

The Pega Platform’s ability to direct work in highly dynamic ways, according to multiple aspects of work and environmental context, is the main thing that sets it apart from competitors’ offerings. Sets of declarative rules, which can be sophisticated and extensive, resolve at runtime to specify how tasks should be assigned, delegated, escalated – taking into account participants’ organisational roles, group memberships, skills, and availability; and any blend of features of the case or work at hand.

Operation and execution

When it comes to preparing applications for deployment, the Pega Platform provides a strong set of user interface, rule and database debugging tools to aid you. The Administration Portal also provides low-level detailed trace information on the runtime execution of rules, Flows, Cases and work objects along with processing costs.

There’s also extensive testing functionality available through the Automated Test feature of Developer Studio. Using this feature you can specify suites of tests for individual design artefacts (like rules and Flows); you can specify “test packs” for entire process applications; and you can also specify complete regression-testing suites.

When you deploy an application to a Pega Platform server, rules are either compiled to Java code and stored in the Enterprise Rules Repository or compiled to Java code on demand, the first time they’re used. All aspects of a running application are managed by one common piece of server software, although the source of an application can be stored separately from live application data. All runtime changes are automatically audited in the Pega Platform runtime environment

If you want to deploy processes that are initiated in response to external events (such as the creation of a new customer record in a CRM system), you’ll do this by specifying declarative rules that execute on the occurrence of system events and trigger Work Object changes and/or the execution of flows. In this way you can deploy workflows that are very dynamic in response to events.

If you choose to use Pega Robotics along with other elements of the Pega Platform, you’ll need to install desktop software on those desktops that will host Desktop Automation bots; and may optionally (depending on your configuration) also need to manage a distinct Windows Server-based runtime to assist with robot scheduling, administration and monitoring.

Monitoring and improvement

Pega’s Work Manager portal is aimed at process administrators and provides a set of live reports that show information about work status and performance in a number of dimensions, allowing administrators to explore potential problems. Reports can be grouped to provide dashboards to supervisors and managers. A dashboard editor, delivered within Design Studio, gives you the ability to quickly assemble responsive reports and dashboards using a wide range of predefined reporting widgets and layout templates.

When it comes to analysis of performance across multiple process instances or cases for optimisation purposes, Pegasystems promotes Visual Business Director. Extracting detailed configuration information and runtime data from the Pega Platform process database, Visual Business Director creates interactive, 3D visualisations of work performance that can be navigated and ‘drilled into’ in a number of ways – for example it’s easy to see performance from the perspective of a process, or switch to a performance view oriented around individuals or teams. You can also perform interactive ‘what-if’ analysis – you can simulate a change of individual rules or other specifications within a your system, through graphical controls, to see what the effect is likely to be in terms of performance and business outcome.

The system also supports predictive alerting through its Autonomic Event Management module; with this installed the runtime system can generate alerts if it looks like operational performance against a particular operational threshold is in jeopardy. Predictive Diagnostic Cloud provides an advanced version of this capability, delivered via a SaaS application.

When it comes to features that enable performance observations to be fed back into the runtime environment – either to make automated adjustments or to guide the decisions of human process participants – there are strengths here. You can write rules that will take the output of Flow optimisation reports and feed it into application user interfaces to guide participants in making optimal decisions; and you can also specify alerts on the underlying rules used to power the Work Manager portal, and route these to process participants so that they can also take optimising actions themselves.

If you elect to use the Pega Platform alongside one or more of the Pega business applications (Sales, Service, Marketing, Operations), you’ll have access to another analytics tool that can be very helpful in uncovering opportunities for improvement: Customer Journey analysis. This is delivered as a module within each Pega business application, and you configure it based on customer interaction data captured in the Customer Decision Hub to highlight how customers in aggregate navigate through various touchpoints in their interactions with your organisation. When configuring the Customer Journey analysis tool, you define journey types, stages, and high-value interactions; the tool then graphically shows you how individuals commonly flow between stages and interactions over time.

Change management

All design elements are stored in the Pega Platform’s server-based repository, which runs on a relational database. All design artefacts are managed under version control facilities provided natively within the Pega environment – and designers can easily work with historical versions of artefacts as well as current versions.

The Pega Platform tools provide very strong support for the efficient and controlled targeting and deployment of changes to process applications. There’s excellent support for managing change across the board – from dealing with changes to process models to managing versions of design artefacts, deploying new models in widely-distributed operational environments, analysing the impact of potential changes on application behaviour, and change auditing. By default, version control is provided for all design artefacts that make up process applications. A specialised impact analysis tool provides tabular reports which show the potential impact of changes – (both ‘upstream’ and ‘downstream’) – to a particular rule.

The Virtual Enterprise Repository provides strong capabilities for sharing and reusing application assets across large, complex, federated implementations. There’s a sophisticated access model that you can define to control who has the ability to deploy new/changed rules and flows. What’s more, you can specify approval workflows that govern how critical rules (including flow rules, if you like) are changed. You can also manage the rollout of new processes or versions. Multiple versions of flow rules can be stored and maintained in parallel.

As described earlier in this report, the introduction of Agile Studio, PegaUnit and Pipeline Manager have dramatically increased the Pega Platform’s ability to ‘play nicely’ in the context of modern application development processes and practices. The way that Pega’s own case management capabilities are used to define CI/CD pipelines is particularly noteworthy.

Using the products: support for different kinds of work

Facilities to support automated work

When it comes to supporting behaviours that can be important in automated work scenarios, Pega does a good job. You can define error handling logic both in Flows themselves, and also in connectors (handling errors in communication with external systems). For complicated error-handling situations, there’s also support for specifying compensation tasks. You can specify that certain groups of tasks should be managed within the scope of distributed transactions, too, but this is something a Java programmer would do rather than a model-driven design feature.

There’s support for distributed transaction control across sets of tasks in the runtime platform, although you don’t specify such transactions graphically in process models. When it comes to executing work at scale and against demanding operational requirements, there are multiple capabilities that can come into play: from clustering and load balancing to multi-tenancy on server pools, high-availability features in servers (such as the ability to migrate state from Java virtual machine to another without downtime), the ability to roll out upgrades across server clusters without downtime, and more.

The addition of Pega Robotics of course also plays well in the context of automated work scenarios. With Pega Robotics, you have a number of options at your disposal – including the option to drive automation solely using flows interpreted by software robots, and using Pega’s standard workflow / case management features purely to drive exception handling.

A new SaaS-based Workforce Intelligence offering uses machine learning and data-gathering from desktop environments to understand how users are working with existing applications, and to identify opportunities for robotic automation. You can use Workforce Intelligence to produce estimates of potential savings from robotic automation based on analysis of working patterns; so helping teams to prioritise automation projects with objectivity.

Facilities to support transactional work

The Pega Platform does a good job of helping you specify the main aspects of a transactional work implementation through models rather than coding.

In work scenarios where process participants need to be able to collaborate with others to complete tasks, you can take advantage of the platform’s ‘Expert Chat’ real-time collaboration tool, which enables task workers at runtime to discover relevant subject-matter experts and get assistance in completing tasks in context. It’s possible for case-related discussions among team members to retain their context across multiple channels (web, email) too.

In operationally demanding scenarios it can be very helpful to be able to rely on a system that can proactively optimise the way that work is distributed and prioritised in response to conditions. With a little development effort it is possible to integrate the output from the platform’s activity monitor into rules that dictate work assignment and task prioritisation.

When it comes to monitoring and improvement features that are specifically useful for transactional work scenarios, the Pega Platform does a very solid job. With respect to performance reporting, there are a number of pre-canned reports available which provide statistics on performance in line with organisational models, and you can also create your own. Visual Business Director also provides a lot of richness that’s very relevant here. However the nature of Pega’s approach to work automation – where graphical process models naturally represent only partially the workflow behaviours that are implemented in a running application – mean that the tools can’t superimpose performance information graphically on process model visualisations.

Facilities to support exploratory work

The kinds of dynamic behaviours needed to support exploratory work have been a focus for Pegasystems for many years, but in its version 7 releases the company has expended a lot of targeted effort on specialised design tools for specifying Case Management styles of application. A specialised Case Designer available in the Design Studio brings together, in one place, tools for defining multiple case types and hierarchies; goals and deadlines for cases (which can themselves be specified to be dynamic, influenced by runtime events); lifecycles, comprising stages and states; and tasks and process fragments that are to be made available for particular case types and stages. You can not only specify that certain tasks or processes should be mandatory or optional; but the optionality of these items can be determined dynamically based on case features observed at runtime. You can also specify dependencies between tasks, so that (for example) in processing a case, task C can be started at any time but can only be completed if task A has already been completed. New in 7.3.1 is the ability to define conditional paths in case types’ lifecycles.

In the context of exploratory work scenarios – particularly in the context of the kinds of customer-facing work applications that Pegasystems targets – you may well find value in employing predictive analytics to drive ‘next best action’ recommendations for case workers (for example to identify the most appealing offer to make to a customer, or the most likely effective path to follow to deal with a complaint). Decision management technology founded on predictive modeling has been a part of the Pega portfolio for some time, but it’s now much more tightly unified into the core Pega Platform via the Decision Strategy Manager and the new Event Strategy Manager.

Visual tools provided with both these capabilities enable analysts to specify predictive models and processing pipelines, and then use these analytical models to recommend strategies for next-best-actions. Whereas Decision Strategy Manager is specialised to run predictive models against case data to make recommentations within a flow, Event Strategy Manager employs the same design concepts to help analysts create event stream processing logic that identifies important events from high-volume event sources (for example industrial networks or Twitter streams), identifies event correlations, and then initiates actions within the Pega Platform (such as kicking off a case).

The Pega Platform sports a Case Portal UI that’s designed to allow customers to co-ordinate work between individuals and teams using case milestones, rather than predefined process flows, as a defining structure. It can also be used to build case management applications very quickly, featuring mandatory and optional tasks and processes, together with a range of collaboration features to help case workers keep track of case progression and work together to complete tasks. At runtime, it’s straightforward for cases to be associated with other cases; and subcases can be nested arbitrarily. New case types can also be created at runtime by individuals with appropriate permissions; as of version 7.3, new case types can be based on existing case types (templating). Case documents can be stored and managed in any CMIS-compliant platform; there are also specialised connectors for Box and SharePoint Online.

There’s also support for ‘federated case management’, which is a deployment capability that allows managers to gain oversight of, and participate in, sets of cases that may be owned and principally progressed across multiple distributed teams of workers. Users in a federation (a group of applications connected by Federated Case Management) can work on cases in any application within a federation without having to perform multiple logins or open multiple browser windows. Appropriate data is automatically shared across the applications in a federation, and consolidated views of work and assignments are visible within any application in the federation. A federated worklist view presents workers with a consolidated list of assignments from the applications in a federation; a federated case list view provides a consolidated list of all cases in a federation, including those currently assigned, resolved, etc. This view enables managers to see a 360-degree view of all cases across a federation, filtered and sorted by customer, product, location, or any basis desired.

Functionality to support exploratory work scenarios doesn’t end with design and operation – there are some solid monitoring and improvement features, too. Firstly, it’s straightforward to monitor and report on the progress of cases and aggregate information across associated tasks, objects and so on; Visual Business Director helps here.

A standout work improvement feature is the ability for a case owner can create a new case template from an existing case and publish it to others; Pegasystems calls this capability “design by doing”, and it’s something that the Pega Platform provides out-of-the-box – there’s no need to write code to be able to access this functionality.

Reference information

Regional capabilities

Pegasystems has offices in the United States, Canada, UK, France, Germany, Italy, Netherlands, Poland, Spain, Sweden, Switzerland, Australia, China, India, Singapore and Japan. Partners represent Pegasystems with presences in Latin America, additional countries in Europe, and additional countries in the Asia-Pacific region.

Industry capabilities

Pegasystems runs specialised engineering, support and sales teams focused on financial services, insurance, communications, healthcare, the public sector, and manufacturing, life sciences, energy and oil and gas sectors. It offers sophisticated ‘industry apps’ for financial services, insurance, communications and healthcare sectors with a particularly rich set of capabilities for financial services around case management, new business, investigations, and dispute resolution.


Pegasystems has a four-tier alliance program. At each level, partners commit to driving a certain amount of software business for Pegasystems, as well as training and certifying a certain number of consultants on Pega BPM technology.

  • Platinum-level partners include Accenture, Atos, Capgemini, Cognizant, Infosys, Mahindra Satyam, TCS, Virtusa and Wipro.
  • Gold-level partners include CSC, EY, HCL, Lanitbpm and PwC.
  • Silver partners include Adqura, Agora Group, Amdocs, CGI, Comet, iBridge Group, Mindtree, Mphasis, Ness, Perficient, RulesWare. Sopra, Steria, Synechron, and Syntrel
  • Bronze partners include Alexan, Architect Solutions, BIMA Consulting, Chaucer Consulting, Cooper Consulting, Cambridge Technology, Data | Federal, Garnet River, GBTi, Incessant, IT-HUSET, Kona Kai, Luxoft, PCC Technology Group, Princeton Blue, Serendeyte, T2C Top Tier Consulting, Tiger Analytics, T-Symmetry,  UST Global and Wymond.
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