Pega-Customer-Service
by Pegasystems
by Pegasystems
Profile Information Last updated on: 1 July 2024
Profile Information Last updated on: 1 July 2024
We help make selecting a software for your business effortless, economical and efficient.
by Pegasystems
by Pegasystems
Profile Information Last updated on: 1 July 2024
Profile Information Last updated on: 1 July 2024
Initiate Stage
- Plan Align the vision and roadmap, define the production release milestones, refine scope alignment, and determine the implementation methodology.
- Setup Validate and review Pega-provided features with customer requirements, establish environments, create the baseline application, load sample data, and perform a gap analysis.
- Prepare Confirm resources, enable team members, and establish governance. This stage concludes with a clearly defined scope for the first production release
Delivery Stage
- Depending on the chosen methodology (Scrum or Iterative Waterfall), this stage involves designing, building, configuring, and testing the application. The tasks are organized around the Application Feature backlog to ensure incremental configuration and thorough testing before going
Duration
The duration of the implementation can vary significantly based on the complexity of the business requirements, the size of the organization, the scope of the deployment, and the specific configurations needed. The documents do not specify exact timelines but emphasize the importance of the agile, iterative approach in speeding up the implementation process. This approach allows for adjustments and refinements along the way, which can influence the overall timeline
Additional Considerations
- Training and Support Understanding the basic functionality of the Pega Customer Service application is crucial, as is familiarity with the platform's support for various browser versions and telephony architecture
- Customization and Integration The implementation process includes significant customization and integration efforts to align with existing systems and processes within the organization
1. Customization Process Pega allows for extensive customization of its applications to meet specific industry needs. The customization process includes familiarizing with application features, creating an application implementation layer, performing a solution implementation gap analysis, defining a Minimum Lovable Product (MLP), and recording desired customizations using Agile Workbench
2. User Interface Customization the software supports customization of the user interface, allowing changes such as modifying the layout for a service case, adding fields, and changing labels
3. Data Model Customization Pega's platform enables customization of the data model, which involves creating a conceptual model of how data items relate to each other within the application. This includes defining data types, properties, and data page
4. Integration with Other Systems Pega supports integration with other systems, which is crucial for businesses that need to connect the Customer Service software with other IT systems. This includes identifying integration points and configuring data models to match the system of record for customer information
5. Agile Customization Tools: The Agile Workbench tool integrates with Agile Studio and other project management tools like Jira, allowing for efficient tracking and implementation of customizations
6. Evolution of the Application Pega supports the ongoing evolution of the application based on user feedback and business needs. This continuous improvement is facilitated through the Agile Workbench, where feedback can be directly captured and used to further customize and enhance the application
7. Extension Points Pega provides extension points, which are specific rules designed to be overridden to meet application needs. These allow for the implementation of unique processing steps within the application
8. Custom Controls and JavaScript for more sophisticated customization needs, Pega allows the integration of custom JavaScript and HTML rules, providing higher flexibility for unique business requirements
These customization features ensure that Pega Customer Service can be tailored extensively to meet the diverse and specific requirements of different businesses, enhancing its utility and effectiveness in various industry contexts.
1. Implementation Costs the implementation of Pega Customer Service is noted to be expensive and time-consuming, which suggests high initial setup costs. Customizations, which are often necessary to align the software with specific business needs, are particularly costly and add to the overall expense
2. Maintenance Costs While specific maintenance fees are not mentioned, the complexity and scale of the software imply that ongoing maintenance could be significant. The need for continuous updates, system checks, and potential customizations contribute to maintenance efforts
3.. Support Charges there is no explicit mention of separate support charges. However, given the complexity of the software and its application across various industries, it is likely that professional support services, which could include technical support, training, and consulting, might incur additional costs. These services are typically essential for maximizing the software's effectiveness and ensuring smooth operation
4. Licensing and Subscription Fees the software is available in different editions with varying features, which are priced differently. This tiered pricing structure indicates that costs can vary significantly based on the chosen edition and the scale of deployment
5. No Mention of Free Setup there is no indication in the sources that setup is offered for free, which suggests that setup fees may apply
6. Cost of Upgrades Upgrading to new versions or adding additional features might involve extra costs, although specific upgrade fees are not detailed in the sources
7. Total Cost of Ownership the total cost of ownership is noted to be very high, which includes not only the initial pricing and setup but also ongoing expenses like maintenance and support
1. Pega Academy Pega Academy is a comprehensive resource offering various missions and modules tailored to different aspects of Pega Customer Service. Users can learn about the history and challenges of contact center leaders and agents, how Pega Customer Service can be implemented to provide a consistent, unified experience, and promote business values in an omnichannel approach. The academy covers topics such as AI-powered technology for customer service, Pega Express delivery approach, Pega User Experience (UX) design, and more
2. 30-Day Trial: Pega offers a 30-day trial of Pega Customer Service, ideal for anyone looking to experience how Pega can deliver productivity to a contact center within minutes. The trial includes a secure environment hosted on Pega Cloud, real-time guidance for customer service agents, and guided next steps to help users get started quickly
3. Support Center the Pega Support Center provides access to a wide range of support documentation, troubleshooting videos, and the ability to ask questions and share knowledge with the Pega community. Registered clients or those working on behalf of a registered client can report any security issues via an Incident (INC) on My Support Portal
4. Managing Support Contacts Pega allows specifying individuals for a Pegasystems support account who can use support and self-service resources at Pega. It includes assigning roles, removing users, reviewing users and roles, and updating support contacts as needed for a Pegasystems support account
5. Customer Service Developer Courses Pega Academy offers specific missions for developers looking to customize Pega Customer Service applications. These courses cover creating customer composite tabs, configuring chat queues, creating categories for service cases, integrating with external REST services, and more. This is particularly useful for users looking to tailor the application to specific business needs
1. Encryption Pega encrypts all data at rest using 256-bit AES encryption. Additionally, for data in transit, Pega uses HTTPS (TLS) and digital certificates to ensure secure data transmission.
2. Secure Data Transmission the Private Data API allows for the secure transmission of private or sensitive data related to a customer's chat session from the premises to the Pega instance. This API requires every request to be signed with a valid JWT signature, ensuring that the data is securely authenticated and transmitted
3. Compliance with Global Regulations Pega's comprehensive data privacy and security program is designed to ensure compliance with global regulations like GDPR. This includes mechanisms such as Standard Contractual Clauses and appropriate additional safeguards for transferring personal data outside of the European Economic Area
4. Secure API Practices To secure the Pega API, which is used for various integrations and data transactions, Pega recommends using TLS 1.2 for HTTP basic authentication. Additionally, OAuth 2.0 is supported for securing API credentials. Pega also advises deploying TLS/SSL digital certificates on the web application server hosting the Pega application
5. Security Checklist Pega provides a Security Checklist that outlines best practices for securely deploying applications. This checklist helps protect the confidentiality, integrity, and availability of applications in production and includes tasks that should be performed at different stages of the application lifecycle
6. AWS Integration Pega's integration with AWS enhances security by allowing clients to run Pega software on AWS, which is known for its robust security measures. This integration includes options for clients to manage their own AWS instances with Pega's support, providing flexibility in controlling the security environment
7. Data Privacy and Security Features Pega's applications support GDPR compliance and other privacy regulations by offering features like closed-loop preference management, dynamic case management, AI controls, and secure orchestration of data processing activities
Pega Customer Service releases updates regularly, with specific patch releases scheduled throughout the year. The management of these updates involves a structured process to ensure smooth transitions and minimal disruption to existing services.
Release Frequency
According to the Pega Infinity Patch Calendar, updates are planned and released at various intervals throughout the year. For instance:
- Version 8.7.6 was released on 29 September 2023.
- Version 8.8.4 was released on 14 November 2023.
- Version 23.1.0 had subsequent updates with 23.1.1 released on 11 December 2023, and 23.1.2 scheduled for release on 23 April 2024.
- The next major version, 24.1.0, was released on 16 April 2024.
These updates are part of Pega’s ongoing efforts to enhance functionality, security, and performance of their platforms.
Update Management
1. Change Management Process Pega employs a robust change management process, particularly in Pega Cloud environments. This process is crucial for adapting to rapidly changing business requirements while maintaining high-quality and reliable software. The process includes:
- Development of new software or updates in the development environment.
- Integration of work from several developers.
- Testing of the new or updated software.
- Deployment of the final, approved software into production
2. Enterprise and Business Changes to the application are classified into enterprise changes (like extensions to the core application) and business changes (such as updates to actions or treatments). These changes are managed through specific pipelines to ensure they are implemented effectively without disrupting ongoing operations
3. Supporting Environments Pega supports these changes across multiple environments, including
- Development environment for creating new versions.
- Staging environment for various testing phases.
- Business operations environment (BOE) for creating and testing new business artifacts.
- Production environment for deploying the final changes and where AI learning and live monitoring occur
1. Data Ownership Pega's privacy policy clarifies that their clients are typically the data controllers of the client data, meaning they own and control their data. Pega acts as the data processor, which means they process the data on behalf of their clients according to the client's instructions and the contractual agreements in place
2. Data Portability the policy supports data portability, which allows clients to access, modify, export, and manage their data effectively. This is in line with Pega's adherence to data protection laws such as the GDPR, which emphasize the right of data subjects to request and receive their personal data in a structured, commonly used, and machine-readable format. Clients can manage these data rights through the client application settings provided by Pega
3. Client Responsibilities Clients have specific responsibilities regarding their data when using Pega services. They must manage the accuracy, integrity, and legality of the data they collect and use. This includes configuring appropriate security controls and managing data flows, especially when integrating third-party data into the Pega environment
4. Support for Client Data Management Pega supports clients in managing their data rights by providing necessary tools and functionalities within their applications. This includes features for data access, modification, and exportation, aligning with legal requirements for data portability
1. Dynamic Scaling Pega Cloud offers the capability to dynamically scale customer service operations to meet the changing demands of the business. This is crucial for organizations that may experience fluctuations in demand, requiring anywhere from fewer than 500 to over 20,000 customer service representatives
2. Auto-Scaling Strategy: In Pega Cloud, the operations team actively monitors the performance of each environment. If performance challenges are noted, the team manages the scaling of infrastructure in a targeted manner to ensure continued performance and availability. This auto-scaling strategy is based on optimizing the stack applications, database, and network to meet the application needs effectively
3. Scaling for Database and Nodes: The scaling process for databases and nodes in Pega Cloud applications involves a pragmatic approach focused on continuous improvement. This ensures that resources are provided adequately to meet application demands. However, it's important to note that Pega Cloud does not support direct access to your application database to avoid negative downstream impacts
4. Scaling Best Practices the Pega community and support resources emphasize sharing project experiences, best practices, roadmaps, and reusable components to avoid potential problems and to increase organizational success, application performance, and quality when scaling
1. Renewal Process: The initial term of the contract is typically set for a specific duration, such as 36 months (about 3 years) from the effective date. Upon completion of the initial term, the contract may be renewed for additional terms of equal length. This renewal process requires the mutual written agreement of both parties involved
2. Automatic and Manual Renewal Settings Pega Sales Automation allows for the configuration of renewal settings by product, which can automate the creation of renewal opportunities based on expiring policies. This feature facilitates the management of renewals, ensuring that opportunities are not missed, and that the renewal process aligns with business needs
1. Cancellation Terms Specific details on the cancellation policy are generally outlined in the contract or service agreement. Typically, these terms would include conditions under which the contract can be terminated before the end of the term, which might involve penalties or specific notice periods. For instance, if Pega commits a material breach of the agreement that remains uncured for 30 days following receipt of written notice specifying the breach, the customer may terminate the agreement by providing written notice of failure to cure the breach
2. Early Termination: Most Pega Service Level Agreements (SLAs) include provisions for early termination under circumstances such as non-performance or breach of terms. It is crucial for customers to review the termination clause of their SLA to understand their rights and obligations regarding early termination
3. Data Handling Post-Cancellation Upon termination of subscription services, Pegasystems is responsible for deleting any persisted client data using industry-recognized secure deletion methods, ensuring that client data is handled securely even after the cessation of services
1. PCI DSS: The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment. Pega Platform, which includes Pega Customer Service, is compliant with PCI DSS, ensuring that it meets the necessary security measures to protect payment data
2. HIPAA: The Health Insurance Portability and Accountability Act (HIPAA) sets the standard for protecting sensitive patient data in the United States. Pega Customer Service, when used in healthcare applications, supports HIPAA compliance by providing features such as protected data storage, data encryption, data access controls, and unique user identifiers
3. GDPR: The General Data Protection Regulation (GDPR) is a regulation in EU law on data protection and privacy in the European Union and the European Economic Area. It also addresses the transfer of personal data outside the EU and EEA areas. Pega Customer Service is designed to allow clients to configure their own strategy for compliance with GDPR, providing the necessary controls and functionalities to support data protection and privacy requirements
4. CCPA/CPRA: The California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) are regulations that provide privacy rights and consumer protection for residents of California, USA. Pega Customer Service supports compliance with these acts by offering security controls, guidance, and feature capabilities that help clients adhere to the laws
5. TISAX: The Trusted Information Security Assessment Exchange (TISAX) is an assessment and exchange mechanism for the information security of enterprises. It supports companies in reducing efforts when processing sensitive information from customers or evaluating the information security of their own suppliers. Pega Customer Service supports TISAX compliance, which is particularly relevant for organizations that handle sensitive information
6. CSA STAR: The Security, Trust, Assurance, and Risk (STAR) Registry documents the security and privacy controls provided by cloud services, including those offered by Pega. This registry helps organizations show their security and compliance posture to current and potential customers