Before we do a deep dive into the features of Pega’s technology and explore a number of interesting customer cases, Derk-Jan Brand, Pegasystems’ VP and MD Benelux and Nordics explains about the challenges in the industry today and how Pegasystems offers a solution to face these: “What differentiates Pega in the market, is that we offer organizations a single unified platform for customer engagement and process automation which accelerates true end-to-end digital transformation.” 

Better decisions and get work done

Asked what this means specifically, Brand elaborates: “We do this by helping our clients to make better informed decisions, and by helping them to get work done, and this orchestrated by a central brain. That in essence is what Pegasystems does.” 

“To make decisions we offer real-time 1:1 customer engagement across all channels using Next-Best-Action AI to ensure every interaction is timely, relevant, consistent and contextual. To get work done we offer a portfolio of Digital Process Automation tooling. This is so much more than Robotic Process Automation (RPA). It contains Dynamic Case Management as well, but also AI capabilities including a transparency switch (also known as the Pega ‘T-Switch’) to provide transparency when required for AI systems.”   

One other differentiator Brand wishes to highlight is Pega’s open architecture, which blends into any existing enterprise IT infrastructure. “Our clients decide how they want to shape their digital transformation initiatives. If they prefer to start small, that’s fine. If for example a client wants to start in Customer Service and expand the ‘Customer Journey’ to Sales and/or Marketing over time, they can do that, one journey at the time. If a customer does not want Pega to be their system-of-record yet, we can supercharge the existing systems with the Pega capabilities using standard API’s”.

Practice what you preach

When it comes to customer engagement, Pega wishes to convey that you should at least always be relevant, consistent, transparent and empathetic.

Collaboration with customers manifests itself on many levels. In that respect Pega’s technology with its unified model is extremely important, Brand explains. “We offer cloud choice. The Pega architecture allows our customers to choose a cloud platform based on the best price/performance” and switch when it suits them. The architecture allows for Cloud, On-premise or hybrid scenario’s.

Another example is co-creation. Brand uses the term ‘minimum lovable products’ as the part of deliverables the customer, partners and Pega implement together. “Pega has an extensive network of business partners who support this approach of rapid delivery and co-creation. Any Pega solution is based on the enterprise low-code development platform which allows business and IT working together in defining the Customer Journeys and make changes where required without having to change any line of code. The model generates the code. We call this the concept of Software that writes the Software.”    

Digital transformation initiatives should lead to optimization of the customer experience and at the same time in decreasing operational costs through the use of advanced automation. We hope you will enjoy reading more about this in the next five articles.