Introduction to Pega Platform

Pega is neither a tool or technology, it is a platform itself or we can say that pega is a software that write
the software.

Pega is an application software that is used to develop application software like enterprise application,
mobile app and so on.

Pega platform developed by PegaSystem and it is established in 1983 at Cambridge, US.

Founder of PegaSystem Inc. is Alan Trefler.

Alan Trefler founded pega system at the age of 28 and initially Alan Trefler developed computer system
that could play chess.

Initially, PegaSystem developed Pega Platform in C and C++ Programming Language.

As the industries move to Java technology, PegaSystem change the entire platform in Java Programming
Language and they give this Platform name as PRPC (Pega Rules Process Commander).

Pega Engineering team continuously modified and updated the platform and comes with different
version.

The current core platform of Pega System is Pega 7 Platform and Pega Infinity.

What is Platform

Platform is an environment in which a piece of software is executed. It may be hardware, OS, API, web
browser, or other underlying software.

Example if we combine database and OS together then we can say that it is a platform.

Pega Product Capabilities

There are so many product capabilities or software available in Pega platform.

Initially, PegaSystem started their business with BPM and case Management Product.

a) Business Process Management

BPM (Business Process Management): is an application development software that is used to developed
application by using flows or process irrespective of writing code and these flows are interlinked
together.

Previously, we were creating application in java, where we are writing codes. But today industries are
using BPM product where we created application by using flows and those flows are interlinked to each
other. After creating flows, automatically code has been generated at background. So many BPM tools
are available in market like Oracle BPM, IBM BPM tool, Pega BPM tools.

So, industries are using these BPM tools available in the market for creating flows of the application
rather than writing codes from scratch.
But whenever any new requirement or modified the requirement into the application comes in to role
then it is very difficult to add those requirements or modified requirements by using BPM tool because
for the same developer need to customize each and every flow and one flow is interlinked with multiple
flows so it is time taking process.

b) Case Management:

So, industries need a feature where these multiple interlinked flows can show at one transaction, so that
any future requirement comes that can easily added.

So Pega comes with a feature of case management where multiple flows can see in one transaction by
using case life cycle design.

Take an example of Corporate Event Management.

Developers is developing Event Management application by using BPM software where they created
multiple flows to understand business process rather than writing codes from scratch.

Let us understand what are services available in Event Management Application:

a) Book an Event
b) Hotel Services
c) Food Services
d) Car parking
e) Security Services
f) Pick-up and Drop facility
g) Feedback

Each and every service has their own process or flows: Resolve & Report
Let us understand flow of each service:
end Car Parking
Feedback Security Service
Flow: Service

a) Book an Event:
Collect Personal Collect Event Approval/
start Confirmation Hotel Service
Sta Details Details Rejection

b) Hotel Service: Receive Route Research

Respond

Collect Event Hotel

start Search for Hotel
Collect Hotel Approval/ Food Service end
Details Rejection Confirmation

c) Food Service:

Collect Food Select Menu Approval/ Food

start Details items Rejection Confirmation
end

As you can see in the above diagram, that each service has their own flows and each flow are interlinked
to each other. Instead of writing bulk amount of code, we are using BPM software to design flows or
 process that takes less time to developed application as comparison to traditional programming
language.

6 R’s of BPM:

Many Process Commander applications provide business process management and automation through
six functional capabilities, informally known as the Six R’s:

 Receiving — Accepting and capturing the essential data describing work from multiple sources in
multiple media and formats, from keyboards, scanners, and external systems.
 Routing — Using characteristics of the work and knowledge about the workforce to make intelligent
matches and assignments.
 Reporting — Providing real-time visibility of work in progress, work completed, productivity,
bottlenecks, and quality.
 Responding — Communicating status, requests for information, and progress to the work originator and
to other people involved in the work, by email, fax, written mail, and other means.
 Researching — Accessing external systems and databases through connectors to support analysis and
decision making.
 Resolving — Through automated processing and automated support of users, completing the work and
updating downstream systems promptly.

Transition from BPM to CM:

When it comes to modification or change requirements, then it is very difficult for business user to
understand these flows, because business is not technically good and these flows have different shapes
that defines technical terms. It might be a possibility that some flows business user/stakeholders cannot
linked to each other and cannot give inputs for modify requirements.

So, business user needs to understand business processes by getting all multiple flows into a single
transaction.
Pega introduced a new features i.e Case Management, where multiple flows are converted to single
transaction by using case life cycle design.

In case life cycle design, we are creating case type.

Inside Case type, we are creating stages, process and steps or assignment. Once case type is created,
caseID is generated, each and every step have status to give information about the status of application.
In Pega, we have something called SLA(Service Level Agreement) that perform an assignment within a
particular time period.

Capgemini CTO Report states that

a) Pega is 6.4 times faster than java when it comes to development.

b) Pega is 8 times faster than java when it comes to Requirement Gathering.
c) Pega is 8 times faster than java when it comes to Change requirements.
d) Pega is 40x times faster than Mobile Implementation.

Video URL: https://www.youtube.com/watch?v=M3MrXgjJpZ8&t=36s

IBPM: Intelligent Business Process Management

• i” in iBPM - intelligent
• Supports planned, structured flows and dynamic cases (Dynamic Case Management)
• Solutions are dynamic, social, mobile, rules-driven and adaptive
• “B” in iBPM – business
• Business process automation with a business focus (and supporting technologies)
• Enables the business to directly capture objectives and manage change
• “P” in iBPM – process
• The focus is on the process by automating the work (receive work, route work, report
work)
• Supports dynamic, predictive and adaptive analytics (research work, respond work,
resolve work)
• “M” in iBPM – management
• Supports real-time activity monitoring (manage business performance)
• Supports contextual or situational execution (manage change)
• Supports incremental changes through continuous improvement cycles

c) Decision Management:

As per the industry demand, they need an application that can take decision based on some analysis.

For the same, Pega introduced decision management product that is based on predictive and adaptive
analysis. For decision management Pega acquired Chordiant organization in March 2010. This
acquisition gave Pegasystem access to new market such as telecommunication and healthcare.

Example: Heathrow airport in UK:

Pega Next Best Action

https://www.pega.com/insights/resources/build-change-next-best-action

Transcript:

This is your customer. You want him to buy your products, use your services, and have a great
experience, and your competitors want the same thing. To compete, you have to take the right action
with every customer touch, ensuring that each and every conversation delivers exactly the right
message, the right offer, and the right level of service. You want to provide a great experience while
maximizing the customer's value to your organization.

Big data and analytics are a start, but the real value comes when you can turn data into insight, into
action, which means making coordinated decisions in real time, across all channels. Pega delivers this
through a capability we call next best action.

In Pega, business people use browser-based forms to build decision strategies visually. These strategies
combine predictive analytics with algorithms developed through mining large sets of data, adaptive
analytics with self-learning algorithms that improve with each interaction, and traditional business rules
that allow users to prioritize and arbitrate between decisions.

Pega uses the strategy to look across all the potential actions you may take with a customer, make an
offer, initiate a retention plan, open a service case, start a collections process, and ensure that exactly
the right action is taken at every interaction. And it works across all channels, to give a consistent
experience, whether the customer is on the web, a mobile app, in a store, or calling a contact center.

Strategies can even be connected to streams, like social feeds or network events, to detect patterns and
drive the next best action proactively. And strategies are completely contextual. Any change in the
customer's context, a click, a reply, a location change, a tweet, will trigger the next best action, so you
can really listen to your customers and act accordingly. Pega 7's next best action capability lets
organizations optimize every customer interaction for experience and value.

d) Mobility

As per the industry demand, they need mobile application. For the same, Pega introduced Mobility
product there we can developed mobile application. For Mobility, Pega acquired Annetena Software
organization.

You can use the Pega Mobile Client service to quickly build custom mobile apps by using
Pega Platform. Developing custom mobile apps gives you a native user experience with
model-driven web apps on Android or iOS devices.

e) Co-Browsing

After that pega comes with new product capabilities i.e. Co-browsing. For the same pega acquired with
Firefly in sept 2014.

How co-browsing work?

No installation, No Plug-ins, no downloads are required user can share their web screen to CSR by just
click a one tag and behind some javascript code is running and that screen CSR will see.

It provides security in terms of data entering in to the screen and if user opens different tabs in web
browser CSR cannot see those tabs. User data is completely protected.

f) Cloud Choice

Pega is not stick to one cloud, from any cloud we can access pega platform either it will be IBM cloud,
Cloud Foundry, Amazon Cloud, Google Cloud or even container like Docker.

Docker is a container that is used to execute software packages.

g) RPA & Workforce Intelligence:

After that Pega comes with new features i.e. RPA(Robotic Process Automation) and Workforce
Intelligence. For the same, PegaSystem acquired with OpenSpan Organization.

RPA: If asked if it was better to automate processes rather than perform them manually, most would
respond with a resounding, “Yes!”

Robotic Process Automation enables organizations to use software robots to complete repetitive, time-
consuming work to significantly increase productivity, improve quality and decrease the need for re-
work—also usually resulting in improved customer satisfaction.

RPA mostly focus on less Complexity and high volume of work that can be repetitive.There are types of
process that can be automated.

Example: Change of Address processing.

Shipping Notification.

Order updates.

To find less complexity and high volume of work that can be repetitive PegaSystem is using WorkForce
Intelligence.

Workforce Intelligence & Robotic Automation

Intelligence and robotic automation help enterprises maximize the value of their two biggest
investments, people and technology, by understanding how users interact with applications. Pega
robotic process automation, desktop automation, workforce intelligence, and case management
together to enable more productive employees and a better customer experience. Unlike RPA-only
solution providers, Pega offers end-to-end Robotics, CRM, and BPM for any digital enterprise, giving
organizations the power to:

 Identify workflow inefficiencies: As a first step, businesses can quickly and more easily analyze
their employee workflows to uncover processes that are causing disruption in customer
experience, such as needless and error-prone data rekeying across different apps. This visibility
helps pinpoint inefficient processes that could be prime candidates for robotics to digitally
transform their operations.
 Automate desktop processes: CSRs suffering from application overload can now benefit from
desktop applications operating in a single seamless process—moving data between applications
where APIs don't exist. Solutions can be deployed in weeks, quickly simplifying the employee
experience, which leads to a better customer experience.
 Reduce repetitive tasks: Outside of customer service, many high-volume, low-complexity tasks
traditionally done by employees can now be automated without the need for human
intervention. Robotic process automation enables these processes—from reviewing claim
details to updating transaction systems—to be run unattended, further freeing representatives
to meet the needs of their customers.

h) DevOps:

After that Pega comes with a new feature i.e. DevOps & Testing: A Continuous Integration/Continuous
Delivery pipeline is an automated process to quickly move applications from development through
testing to deployment.

Before PegaSystem is using JetKins DevOPs feature. But now PegaSystem developed Deployment
Manager for DevOps.

i) Customer Engagement & Operation

Pega comes with a new feature i.e. Customer Engagement and Operation.

That contains Customer Service (Customer Relationship Management), Sales and Marketing.

PegaSystem has developed application on CRM, CLM, KYC, Sales and Marketing on Pega Platform. If any
of the industries required application on above features then they directly provided services to them.

j) DPA (Digital Process Automation):

Pega comes with a new feature i.e. DPA (Digital Process Automation).

It is a package of Pega Platform, RPA and Workforce Intelligence and that package Pega System is
providing customer to developed application it is available in pega 8 or pega infinity.

k) Agile Studio

Pega also have a feature of Agile Studio. Agile Studio is a project management tool that is used to get
the requirement from the right inside the app and converted into feedback, bugs and stories.
There is another Project Management tool are also available in the marker like Jira, Rally.

If any industry is working on pega platform for developing application and they are using Jira for project
management tool, then pega is providing an integration service to integrate with Jira and Rally.

Pega Infinity or Pega 8 Platform:

It is a package of Customer Engagement, Pega Platform, RPA, Workforce Intelligence.

Video URL:

https://www.pega.com/insights/resources/pega-infinity-transform-without-limits