Home Customer Journey and Experience Pega Platform

Pega Platform: Product updates, Customer stories, and Insights | 2026 Cuspera

Name: Pega Platform
Brand: Pega Platform
Rating: 4.19 (2046 reviews)

4.19 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(2046)

Product and Vendor News

Pega Named a Leader in Customer Service Solutions by Independent ... 10/03/2026
Pega Blueprint Expands Vibe Coding Across the Enterprise 08/03/2026
Pega Blueprint Updates Make Vibe Coding Enterprise Ready 05/03/2026
Pegasystems adds vibe coding to Blueprint app builder 05/03/2026

Customer stories

Aflac used Pega Platform and Pega Customer Service to automate customer service. They cut claim request handling time by 33%. Virtual agents now handle over 75% of inbound chats. This saved Aflac $4 million through self-service. The company also reduced client authentication effort by 65%. Pega Cloud helped deliver 25+ applications and improved compliance.
Pega Customer Decision Hub helped Achmea unify 11 channels for customer engagement. Achmea used AI-powered next best action to personalize every interaction. They deployed new decision strategies in just 3 weeks. Achmea achieved an 85% save rate and a 27% increase in online upsell and cross-sell. The solution drove a 41% web to call center conversion rate.
Pega helped AbbVie automate clinical and R&D workflows. AbbVie needed a more flexible system than their old in-house request management tool. They partnered with Pega and Accenture to build a reusable, flexible request platform. The new solution works across multiple research areas. This lets scientists focus on their mission and improves how experiment requests are managed.
Pega helped AGL Energy create a single platform for customer engagement. AGL used advanced technology and data analytics to personalize every customer interaction. The new system gave real-time, automated reporting to over 200 staff. AGL saw a 75% reduction in cost per opportunity. The solution helped AGL build stronger customer relationships and support its clean energy goals.
Pega helped Air Europa unify the passenger journey on a single platform. Air Europa faced challenges with siloed systems and inconsistent customer experiences. Pega enabled real-time personalized messages and improved transparency across channels. The airline now manages all passenger interactions from bookings to baggage claims. This transformation increased control and consistency for both customers and call center agents.
Pega helped ANAH build a new housing grant application platform. ANAH needed to process 650,000 applications, up from 70,000. They worked with Pega and Capgemini to transform their process. The new platform was fully deployed in two years. ANAH increased applications processed by 9 times. The project supported France's environmental housing goals.

Product Business Settings

Pega Platform is popular in Financial Services, Insurance, and Telecommunications industries and is widely used by Large Enterprise, Enterprise, and Mid Market.

Pega Platform Product Overview

Pega Platform simplifies and streamlines enterprise processes with low-code solutions. It enhances agility and efficiency to get work done effectively.

How satisfied the customers are with Pega Platform use-cases

Reviews

"Now, we can see everything in real-time, and customer advocacy has improved by 180%." - Frank Ferguson

"Our tax modernization resulted in efficiencies, many new citizen service options, and additional revenue in just phase one of the project. The Pega case management solution played an important role in our modernization success." - John Sulenta

Pega Platform Customer Insights, Testimonials and Case Studies

How does Pega Platform facilitate Engagement Management?

Pega Platform Engagement Management empowers businesses to interact with customers in a relevant and contextualized manner by providing a unified platform that eliminates silos. This platform offers end-to-end automation and real-time artificial intelligence capabilities to drive insights around customer engagements. A limitation is that customer engagement with Pega RPA is often preferred by those with existing relationships with the company.

"...Our recently revamped software portfolio, Pega Infinity, offers a foundation of digital process automation and customer engagement software all powered by real-time artificial intelligence...." Seven Sages Articulates Intelligence

Read Reviews

How can Pega Platform optimize your Workflow Management Workflow?

Pega Platform automates workflow-based applications, routing work to multiple individuals for actions or approvals. The platform facilitates the creation of simple, effective workflows that enable teams to create, access, work on, and close cases. Pega Platform's strengths include a low-code approach, robust case management capabilities, and workflow automation, but it requires a solid understanding of data models and class structures for long-term success.

"...Reinventing old, outdated processesCapture requirements directly in visual models that are parallel with the way clients talk about their business: the lifecycle of work, the flow of a decision, the layout of a screen...." Peer review by Verified User, Account Manager in Product Management, Health, Wellness and Fitness

Read Reviews

How does Pega Platform facilitate Customer Case Management?

Pega Platform provides comprehensive case management capabilities, enabling organizations to manage complex processes efficiently. The platform facilitates seamless workflow automation and offers a user-friendly interface for case handling. Despite its strengths, the platform may require significant customization for specific business requirements.

"...Internal customer application for case management...." Peer review by Consultant

Read Reviews

What benefits does Pega Platform offer for Onboarding?

How can Pega Platform optimize your Helpdesk Management Workflow?

What is Pega Platform?

Pega Platform is a Business Process Management Software. Pega Platform is a cloud-based application development platform that gives anyone the power and freedom to create rich user experiences and immersive customer journeys. With an intuitive visual approach to application development, it enables better collaboration between business and IT, faster time to market, and lower costs.

Pega’s model-driven, unified approach delivers an enterprise-grade, agile application with a no-code authoring experience. Pega’s end-to-end digital process automation can revolutionize operations with everything from bots that automate tasks and fetch data to case management and BPM. Its AI-powered engagement platform will help customers and employees do more anywhere, any time.

Pega Platform accelerates the rapid low-risk enterprise modernisation to digital government. It supports maximised automation across silos and intuitive solution user experience. It provides optimised end-to-end customer journeys experienced through AI and robotics.

What is Pega Platform used for?

Pega Platform is a Customer Journey and Experience Software mainly used by its customers to Enhance Customer Relationships and Scale Best Practices by Engagement Management, Workflow Management and Customer Case Management .

What are the top features of Pega Platform?

Personalization, Alerts: popups & Notifications and Dashboard are some of the top features of Pega Platform.

Who uses Pega Platform?

Pega Platform is used by Financial Services, Insurance and Telecommunications among other industries.

What are Pega Platform alternatives?

Userlane, Unless, UpMail and ServiceRocket are popular alternatives for Pega Platform.

Where is Pega Platform located?

Pega Platform is headquartered at One Rogers Street Cambridge, MA 02142-1209 U.S.A.

36 buyers and buying teams have used Cuspera to assess how well Pega Platform solved their Customer Journey and Experience needs. Cuspera uses 2046 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Journey and Experience needs.

CUSTOMERS	TESTIMONIALS
Frank Ferguson Senior Business Analyst Telstra	Now, we can see everything in real-time, and customer advocacy has improved by 180%. Testimonial By Frank Ferguson
John Sulenta Chief Information Officer California Franchise Tax Board	Our tax modernization resulted in efficiencies, many new citizen service options, and additional revenue in just phase one of the project. The Pega case management solution played an important role in our modernization success. Testimonial By John Sulenta
Angus Sullivan Group Executive, Retail Banking Services Commonwealth Bank of Australia	Pega's customer engagement engine has been a huge step forward for us. It orchestrates across all of our channels. Testimonial By Angus Sullivan

CUSTOMERS	TESTIMONIALS
Frank Ferguson Senior Business Analyst Telstra	Now, we can see everything in real-time, and customer advocacy has improved by 180%. Testimonial By Frank Ferguson
John Sulenta Chief Information Officer California Franchise Tax Board	Our tax modernization resulted in efficiencies, many new citizen service options, and additional revenue in just phase one of the project. The Pega case management solution played an important role in our modernization success. Testimonial By John Sulenta
Angus Sullivan Group Executive, Retail Banking Services Commonwealth Bank of Australia	Pega's customer engagement engine has been a huge step forward for us. It orchestrates across all of our channels. Testimonial By Angus Sullivan