Pega Robotic Process Automation Reviews

My use cases are slightly difficult and challenging. It was largely used for automation purposes. 

Anything goes with Pega. If you want to make any kind of base automation, you can easily code exactly what you want. 

The advantage of Pega is that coding your automation allows you to hook all of your events and connect in the automation space. It's very flexible.

There are no specific features I've found to be the most valuable.

What I see as a difficulty in Pega is that, from the programmatic perspective, you need to know how to program. 

In this modern world, in this automation space, if Pega could provide more options that are user-friendly and provide a way to quickly develop an automation solution that is drag-and-drop with a minimal coding approach, then it would be great for automation. 

They need to make it quicker in terms of doing the development. 

I've been in the automation space for the last six years. I just moved on from Pega, which I used about one year ago. 

I've worked on many automation products. I've found that UiPath and Automation Anywhere provide more drag-and-drop capabilities. 

I'd rate the solution six out of ten. It could be simplified, however, being able to code your own automation is very powerful. 

The most valuable part of the solution is integration with CRM tools. This product offers seamless integration with other tools, and it is much more useful in digital transformation. It depends upon easy licenses.

The 2021 version of Pega Robotic Process Animation is really light.

It's a scalable product.

Its stability has been good.

The orchestration needs to be better.

It needs to offer an end-to-end solution similar to Google Chrome Universal Web adapters. They have few limitations in comparison. 

Technical support could be more helpful. 

We'd like to see more automation in terms of picking up on changes surrounding the browser. If it could automatically identify the attributes of the expected controls.

I've been using the solution for about four or five years. 

It is a stable, reliable product. There are no bugs or glitches. It doesn't crash or freeze. 

The solution scales very well. It's not hard to expand as needed.

We have experience with Pega technical support. They are okay. They do have limitations concerning the projects. Their response is fast enough. However, the answers they provide could be better.

Neutral

I'm using Pega, UiPath, and also Blue Prism.

The initial setup is  moderate, not simple, and not complex. Adding integrations can make it a bit more complex. 

A team of two to three people would be able to handle deployment and maintenance tasks. 

We found the 2021 version very light and could handle the initial product ourselves. 

I don't have too much knowledge of the exact pricing of the product.

We did take time to evaluate other solutions. Pega does come with integration capabilities. UiPath does a lot of maintenance, which is helpful. Of course, depending on your implementation plans with RPA, orchestration, and the cloud, that would be something you'd have to consider when choosing the product to use. 

We have a partnership with Pega. 

How the solution is deployed depends on the client's requirements. They can have it on the cloud if the customer and the client requires it to be on the cloud. That said, even though it is on the cloud, it's again via machines to be used before the robotics part.

I'd rate the solution eight out of ten. 

We use the product for workflow automation features. 

The platform's most valuable feature is the ability to perform most tasks reliably. It efficiently integrates with other systems and automates various tasks.

The solution's configuration and settings could be more comprehensive. 

We have been using Pega Robotics Automation for approximately five years.

Internally, Pega Robotics Automation is deployed in a private cloud behind a Virtual Private Cloud (VPC). However, it is also exposed to customers through a public cloud to automate their solutions.

The setup process is complex. It varies depending on the case and system integration, but it tends to be more challenging overall.

I rate the product a seven out of ten. 

This is a client solution that assists operational teams on a daily basis. If a client wants to automate tasks, they provide their requirements to us and we build a solution for them using Pega to deploy onto their infrastructure. 

We have a very large operational team and we are able to avoid mistakes and ensure accuracy and speed using Pega.

There have been some scenarios where the bot was not able to replace some of the controls and could not recognize and personalize the task we wanted to automate.

This is a stable solution. The stability is dependant on the solution that an architect provides for their particular bot. It also depends on the design and the development that was done.

We have also use UiPath which is also a good tool. UiPath has a couple of new features which give it the edge over other solutions. 

The complexity of the initial setup depends on if the customer is new and if they have an existing enterprise structure environment. This determines the kind of installation that is needed.

I would rate this solution a seven out of ten. 

The solution is primarily used for any process automation. However, it is also is great for any DevOps deployment. It's a zero-code, no-code kind of development as well. 

The low-code/no-code development aspect of the solution is great. 

It's a pretty good, robust application. 

The product has been very scalable.

The stability is good. 

Technical support is great. They know what they are talking about. 

The development experience needs to be improved. It could be better.

The initial setup could be a bit easier. 

I've been using the solution for four years or more. 

The stability of the product is very good. It's robust and reliable. There are no bugs or glitches. It doesn't crash or freeze. 

The scalability of the product is great. If a company needs to expand it, it can do so. it's not a problem. 

We have ten customers on Pega right now. 

Technical support is pretty decent. We're very satisfied with the level of attention we get when we need assistance. They are pretty knowledgeable. We have no complaints. 

We would like to see the initial setup be a bit easier. Right now, it's a complex process. 

The initial setup only took about six to eight hours or so. 

We have a big team that can handle deployment or maintenance. We have about 30 or 40 people who can handle any related tasks. We have mostly engineers and then a few team leads. If you include the team leads, we're looking at about 50 or so people that can cover this area. 

There are different licensing models for the product on offer. 

I'd rate the solution at an eight out of ten. 

I'd advise potential new users to do process evaluation with respect to Pega before you jump in. It's a complete end-to-end product suite. You have to know which product suite is applicable to your environment.

The most valuable feature is the workflow. The workflow system is very intuitive.

It would be nice if they brought in some pre-defined functions such as drag and drop coding.

I would like to see an enhanced auditing feature included.

I have been working with Pega Robotic Process Automation for 36 months, three years.

We are using the latest version.

It's a stable solution. We have not had any issues.

It's a scalable product.

I have a team of approximately 50 people who are core Pega developers.

The community support is awesome. They answer your questions and they support them.

The technical support is okay. I would not rate them a ten, but maybe a six or a seven out of ten.

I have used other solutions and if you were to ask me about Robotic Process Automation, I would first choose Blue Prism and Pega would be second. The last would be WorkFusion.

The initial setup was straightforward.

It took a couple of weeks for the team to set it up.

We have our in-house community for Pega deployment. In fact, I lead the community.

Pricing is handled by my legal team. This is something that is out of my control or knowledge.

For anyone who is interested in using this solution, I would suggest doing a POC, (Proof of Concept) before the implementation.

Blue Prism, is a little better.

I would rate this solution an eight out of ten.

I have used Pega Robotics (OpenSpan) to automate many (~50) business processes in the banking domain. Both RPA and RDA solutions have been implemented using different types of target applications - Web, Mainframe, Windows. 

This tool is very apt in Desktop Automations for creating user interfaces to display consolidated data, summary results, controls(elements) to trigger any automation. I have designed typical automation for Customer care agents that will automatically have a transition from IVR to a human agent, search for current customer records in different applications and display a 360-degree view of the customer in the context window. 

If the underlying applications are stable, then we can expect a consistent outcome from the automation. The FTE benefit mainly depends on the process complexity and volume. I can say 70% success rate in the automation solution because of various dependency factors.

Automations built on legacy age-old applications always have issues because on inconsistent application behavior. Data loading issues, response time, concurrency issues are some of the very common challenges.

Mainframe and windows applications give very good automation outcome. Same with any other data files, web service calls, etc. Should be careful when automating web applications, if you design and develop according to the suggested best practices then probably less to worry.

Pega Robotics offers all the required features to build end-to-end process automation like any other similar tools. It's unique development style using data line and control flow line makes it easy to debug through the flow. Separating fine-grained processes into Activities make it design reusable components and easily do plug and play. Another useful feature in the suite is Workforce Intelligence for CRM. This is using Robotic automation and AI to understand how sales and services agents work so that you can identify top performers and plan optimization.

I have faced many scenarios in the business workflow, where a few applications run on the Citrix environment. That could be a critical part of the process without which business won't be able to accept the automation solution. Because of one small bottleneck, you will lose a very good candidate for process automation. Pega Robotics needs to improve in this area by any means. Other tools are using OCR technology and sending keystrokes to the Citrix window. To automate a critical business process I used Pega Robotics and another automation tool just for the Citrix part. Even though both they had enough licenses for both tools the customer wants to build it in Pega Robotics.

I have been working on this for more than six years.

Automation stability mostly depends on the performance of the target applications. As an automation tool, Pega Robotics is matured and stable now.

Scalability depends on deploying additional robots to perform the operations. There could be tight coupling with an underlying application you need to consider when planning scalability.

We get very good technical and customer support for registered users.

The initial setup is very straightforward.

An in-house team did the implementation.

Our ROI is an average of 2FTE benefits for each robot deployed in the organization. You can't count on this, it may vary considerably depends on your domain, process, application usage. There are a lot of parameters impacting ROI calculation.

Here at the bank, there's a fraud investigation unit team. If they discover fraud on an account, they have to put restrictions on the banking account and/or credit cards, depending on what type of fraud it is. They also alert the end-user (or our associates) that there's a fraud on the account. After that, transfer calls are made to FIU. From our end, alerts would be sent out to different systems including the banking deposit and the credit card system as well as our main CRM. Restrictions and alerts would be set up on the accounts to make sure everyone knows there was fraud detected. 

The most valuable aspect for myself was access to the .net framework. If I couldn't figure something out using the objects that they had provided, I could bring in the .net objects and do so using similar logic that I would in a .net or C sharp coding language. Having that familiarity was helpful.

Pega's main drawback was that you have to go and install their platform and their platform is meant to be their main selling point with robotics just a small part of what they do. It's the platform and the overhead that requires so much extra training and costs. In contrast, Automation Anywhere is just simple to control and all about the bots. 

Pega has a no-code low-code environment. We do everything based on established rules. You kind-of have to learn how all their rules work and how it works for robotics before you can use the solution effectively.

If Pega built out the robot manager side a little bit more (so you didn't have to learn the ins and outs of their Pega rules) that would be ideal. They have this robot manager application that sits on top of the Pega platform and it does most of what you need it to do. However, there are some initial steps that do need to be set up inside of the solution, or even inside workflow items. That way, I'm just learning how to use the space.

We started the contract with Pega in March of 2019.

The solution is rather stable. I didn't run into any issues where I couldn't automate anything. In terms of automating the solution, I think they do a great job. Once we got the platform up and running, we didn't have any issues. There were no bugs and glitches. There were no crashes. It was reliable. 

The ability to scale really depends on how you build it. It's my understanding that you can build them in a scalable way. You can do that for most of these RPA technologies, however, how you build it depends on how scalable they are.

We had the most issues with the platform side of the solution. If it was regarding a technical issue or if I had issues related to automating something, technical support was pretty good, but on the platform side, I would say they were not the best.

Technically, we are using both Pega and Automation Anywhere as we work through company mergers.

Pega never made it through to production. We're trying to get everything regarding AA set up, which has been a little bit tricky at the moment because we're trying to use the other company's control room. Due to this, we're on a different domain since we're technically two different companies and they don't necessarily set up with two different companies. We're working on getting access to everything on the other company's side, and getting through the firewall and tasks of that nature. We're chipping away at a bunch of different issues.

The initial setup is a bit complex.

The deployment took a while to execute. It wasn't as simple as some of the other options that we had been looking at.

We handled the implementation ourselves, although we did originally was to have someone assist. Our funding was cut, and we didn't get outside assistance, which hurt us during implementation.

In the past, we had an RPA solution set up with Pega. Then our company got bought out. The other company was using Automation Anywhere, so we are in the midst of transitioning Automation Anywhere.  We have platforms paid for by the different entities right now. Before we could get Pega really started, the company that bought us kind of squashed it. We got it up and running and installed. However, I haven't developed an entire solution on it yet due to the changes in our organization.

With Pega, there are two different parts: the platform and the actual automation software. In terms of the versions we're using, I believe the automation software is called OpenSpan and is 19.1 and the platform is 8.1.

In terms of advice, I would give to users considering using Pega, I'd caution to make sure you get an outside contractor that knows what they're doing. We had something on the books for that. Then, due to budget cuts, there was a hiring freeze, so that never got implemented. That definitely hurt the implementation of the project.

I would give the solution a seven out of ten. It wasn't bad at automating. It was just a little complicated to implement.

With our legacy systems, we are dependent on Pega Robotic Process Automation.

Pega Robotic Process Automation's most valuable feature is that it is robust. Additionally, they have plenty of online documents that are good and Pega Academy is helpful, they are doing a great job. They give training on practical use cases. They take domain use cases, and they are great.

I have been using Pega Robotic Process Automation for a short period of time.

Pega Robotic Process Automation is a stable solution.

Pega Robotic Process Automation scalability is too low.

I have not had any problems with the technical support from Pega Robotic Process Automation.

The deployment of Pega Robotic Process Automation is very easy because they made deployments very simple. Earlier they were manual deployment but now they're automated.

Pega Robotic Process Automation is an expensive solution.

I rate Pega Robotic Process Automation a ten out of ten.

I need to explore the solution more. However, I have enjoyed the usage of this solution.

We are not resellers. We implement Pega Robotic Process Automation.

Definitely, we are satisfied. It's a pretty strong product.

They are leaders in the same industry.

As part of the digital transformation, most organizations are looking for the cloud option, and Pega's cloud presence is pretty much restricted to North America and Europe. There is no cloud presence in the Middle East, India, and other regions. 

Financial customers in these regions are skeptical. They don't want to have their data outside of the geography for multiple reasons, mainly because of the government policies.

Pega should consider putting the focus on other regions such as India and the Middle East. They should also start to think about a data center that is hosted in that particular country.

It is not as easy, to implement bots in Pega with the features it carries as it is in UiPath. For example, implementing a chatbot or your email bot is not that straightforward in Pega.

When we consider OCR, the degree of accuracy is less with Pega when the data is structured or semi-structured. The accuracy of the OCR in UiPath or some other products is much high with structured and semi-structured data. The handwritten structured and semi-structured data recognition accuracy is much lower and is an area that definitely needs to improve.

I manage the practice and have a team that has been working with Pega for 15 years. 

They are not only working with Pega RPA but the entire platform, the entire suite of products that are offered such as RPA, BPM, and CRM.

Pega Robotic Process Automation is a stable product. 

We had experienced performance issues at one point, but it had to do with the infrastructure that was procured by a particular customer. We are seeing larger implementations for financial customers.

Smaller customers have also had performance issues but again, it's because of the infrastructure.

Our customers vary in size. We have small business customers to enterprise customers as well as corporate customers, and customers on a medium scale.

Our experience is predominantly with ServiceNow and Pega.

We work with multiple products. Pega and Appian are two of the key products that we are working with. It is more in the RPA and BPM space.

We also have expertise in UiPath and Automation Anywhere. Our focus is on RPA, BPM with Pega, Appian, UiPath, and Automation Anywhere. 

We also work with other products such as Salesforce, Microsoft Dynamics, and ServiceNow.

What we would recommend would depend on the customer. If it is a high scale enterprise customer who is looking for a core platform implementation, such as card dispute or claims modernization, they should go with Pega.

If a customer is looking for safe automation and easy implementation, they can use Pega, but we would recommend SalesForce because it is pretty straightforward and easy to implement. 

With many customers, we see that they prefer Appian and UiPath to go along with having Pega and Salesforce already because Appian is a product that is straightforward and low-code. Anything that is implemented in Pega is a process that takes at least three to four months as a foundation. Any changes in Pega can take a lot of time, it is not low-code. Appian can be very easily implemented because of its model. If you have an operational implementation in finance operations, legal operations, HR operations, frequent changes, and for agility, we recommend Appian. 

For customers who already have an RPA in place and already have Salesforce and they don't want a CRM but want to process data then we suggest UiPath. UiPath is pretty strong and pure RPA but it does not have a processed platform. If there are tactical solutions required we recommend UiPath.

These are the four main products we recommend to the customers depending on their current needs.

I would like to see pricing for different geography sites. Pega is predominantly US-centric with its pricing. When we see customers in the Middle East, or the APAC region where they are is definitely looking for lower pricing, Pega still more costly because they are still in the US pricing model.

Pega is pretty costly. When you look at the competitors such as SalesForce, Newgen, and multiple other products, they have India-centric pricing, as well as pricing for the Middle East.

We have many customers who are interested in a comparison with many different products. We are evaluating solutions such as Pega RPA, Power Automate, and ServiceNow to create points of view of the differences between the products.

We also want a better understanding of the differences, as we don't have a lot of experience with Power Automate.

To use Pega RPA, you have to be mature. If you are interested in RPA, I would still rank UiPath first. Pega would be the second recommendation and the third would be Appian. 

Salesforce does not have a large RPA at this point. For pure RPA, there is no question that UiPath would be the suggested product.

Pega and Appian have to achieve a certain level of maturity. They are still a part of the product line and are still excellent products similar to OpenSpan, Jira, and also Appian. The integration is not as smooth as expected and it might take a year to get seamless integration.

If I were to rate Pega as a suite, I would rate it a nine out of ten. It has CRM, process implementations, customer experience, and has RPA.

I would rate Pega Robotic Process Automation a seven out of ten.