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AI-powered retail banking CRM that provides intelligent customer engagement, next-best-action recommendations, omnichannel service capabilities, and automated case management. Includes pre-built banking workflows, compliant customer onboarding, and personalized service delivery.
Systems that help banks manage customer interactions, track customer information, and deliver personalized services.
More Customer Relationship Management
More Retail Banking ...
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360° Customer View Consolidated view of all customer information, interactions, accounts, and relationships in a single interface |
Pega advertises a consolidated 360° customer view as a core CRM capability on its product page. | |
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Contact Management Ability to store, organize, and manage customer contact information across channels |
Contact management, including aggregation across channels, is a documented standard for Pega's CRM solutions. | |
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Interaction History Comprehensive record of all customer touchpoints including branch visits, calls, emails, and digital interactions |
Pega keeps complete customer interaction and touchpoint history for omnichannel journeys. | |
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Account Hierarchy Visualization Visual representation of customer relationships, household connections, and account structures |
Account hierarchy and relationship visualization are features showcased for Pega's financial CRM clients. | |
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Customer Segmentation Tools to segment customers based on demographic, behavioral, transactional, and profitability attributes |
Customer segmentation by behavioral and financial data is a promoted Pega banking CRM capability. | |
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Task Management System for creating, assigning, and tracking tasks related to customer service and sales activities |
Task and activity management across teams is a standard CRM/service function, explicitly available in Pega. | |
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Document Management Repository for storing, organizing, and retrieving customer documents with version control |
Document repository and management with security and versioning is offered by Pega for banking compliance. | |
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Workflow Automation Automated processes for common banking workflows like account opening, loan applications, and service requests |
Workflow automation (e.g., onboarding, case resolution) is a core appeal of Pega for financial services. | |
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Role-based Access Control Security features that limit access to customer data based on employee roles and responsibilities |
Pega supports role-based access controls, as befits enterprise deployments in regulated sectors. | |
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Customer Lifecycle Tracking Ability to track and visualize the entire customer journey from acquisition through growth and retention |
Customer lifecycle management is called out by Pega (from onboarding to service/retention) and is supported in their retail banking solution. | |
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Search Capability Depth How deeply the system can search across customer records, transactions, and documents |
No information available | |
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Record Processing Speed How quickly the system can process and display comprehensive customer records |
No information available |
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Channel Integration Seamless connection between branch, call center, online, mobile, and ATM interactions |
Omnichannel service is a foundational feature: Pega integrates branch, call center, online, mobile, and other touchpoints. | |
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Cross-channel Journey Tracking Ability to track customer journeys that span multiple channels without losing context |
Cross-channel customer journey tracking (context maintained across multiple channels) featured in Pega’s marketing and documentation. | |
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Unified Communication History Single view of all customer communications regardless of channel |
Unified communication and customer interaction histories are a selling point for the platform. | |
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Channel Preference Management Tools to record and honor customer preferences for specific channels |
Pega lets banks record and honor channel/output preferences for different customers. | |
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Channel Switching Support Ability to maintain context when customers switch between channels during a transaction or inquiry |
Maintaining journey context during channel switching is referenced directly in Pega’s omnichannel literature. | |
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Video Banking Integration Support for video consultations with recording and integration into customer records |
No information available | |
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Branch Appointment Scheduling Digital tools for customers to schedule branch appointments with appropriate specialists |
Branch appointment and calendar scheduling tools are offered as standard in Pega’s retail banking solution. | |
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Social Media Integration Ability to incorporate social media interactions into customer profiles and service records |
Pega enables banks to capture social channel communications and integrate them with customer records. | |
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Chatbot Conversation Archive Storage and analysis of automated chat conversations with context preservation |
Automated chatbot interactions are stored/archived in Pega’s conversation history (see product documentation and demos). | |
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Channel Shift Analytics Metrics on how customers move between channels and identification of friction points |
No information available | |
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Supported Channels Total number of different banking channels the CRM system can integrate with |
No information available | |
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Cross-channel Sync Latency Time required for information updated in one channel to appear in all other channels |
No information available |
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Campaign Management Tools to plan, execute, and track marketing campaigns across channels |
Pega offers robust campaign management across multiple banking channels as per product docs. | |
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Lead Management System for capturing, scoring, distributing, and tracking leads through the sales process |
Lead capture, scoring, and assignment are part of Pega’s sales/marketing CRM modules. | |
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Opportunity Management Framework for tracking potential sales from identification through conversion |
Opportunity tracking is available in the sales feature set. | |
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Product Recommendation Engine AI-driven tools that suggest relevant banking products based on customer profiles and behaviors |
Pega's product recommendation engine powers relevant offers using AI (see next-best-action references). | |
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Sales Pipeline Visualization Visual representation of sales opportunities at various stages of the sales process |
Sales pipeline visualizations and management are natively provided for banking teams. | |
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Sales Scripts and Guided Selling Interactive guides that help bank staff navigate sales conversations effectively |
Guided selling with AI-driven scripts is frequently promoted as a tool within Pega. | |
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Referral Tracking System for managing and incentivizing customer and employee referrals |
Referral and incentive management are called out in customer acquisition features. | |
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Event Management Tools for planning, executing, and analyzing customer events and seminars |
No information available | |
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Marketing Automation Automated execution of marketing actions based on triggers and customer behaviors |
Trigger-based marketing automation (based on customer context and activity) is a key feature. | |
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Sales Performance Analytics Dashboards and reports tracking individual and team sales performance against goals |
Sales performance dashboards and analytics are standard in Pega’s banking CRM/Service solutions. | |
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Next Best Action Intelligence AI-driven recommendations for the most appropriate next step with each customer |
Next-best-action intelligence is core to the platform, highlighted in the official marketing. | |
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Campaign ROI Tracking Financial analysis of marketing campaign performance and return on investment |
Real-time and historical campaign ROI tracking are available per product documentation. | |
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Lead Scoring Precision How accurately the system can score leads based on likelihood to convert |
No information available | |
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Campaign Execution Capacity Maximum number of simultaneous marketing campaigns the system can execute |
No information available |
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Case Management System for tracking customer service cases from creation to resolution |
Case management (creation to resolution) is a leading feature. Used in demo videos and product materials. | |
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Service Level Agreement Tracking Tools to monitor and ensure compliance with service level agreements |
SLA monitoring and compliance tracking are standard in Pega’s case management modules. | |
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Knowledge Base Searchable repository of banking information and procedures for customer service staff |
Knowledge base access for agents and banking staff is provided, supporting resolutions. | |
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Queue Management System for organizing and prioritizing customer service requests |
Queueing and prioritization of customer requests is foundational in case/service systems. | |
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Problem Resolution Tracking Ability to track recurring issues and their resolution across customer base |
Problem and incident tracking are highlighted for enhanced customer issue resolution. | |
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Customer Feedback Collection Tools for gathering, analyzing, and acting on customer feedback |
Customer feedback capture and analytics are available through integrated tools in Pega. | |
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Self-service Portal Integration Connection between self-service tools and agent-assisted service for seamless transitions |
Self-service portals are tightly integrated; transitions to assisted service are seamless (cited in Pega customer service docs). | |
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Service Request Automation Automated handling of common service requests like address changes |
Rule-driven automation of common service requests, such as address changes, is provided. | |
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Voice of Customer Analysis Tools for analyzing and deriving insights from customer feedback and interactions |
Voice of customer analytics tools (for insight generation) are included in Pega’s service platform. | |
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Interactive Problem Solving Tools Guided solutions that help service agents resolve complex issues |
Guided troubleshooting/interactive problem-solving is highlighted in demos and documentation. | |
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Customer Satisfaction Tracking Systematic measurement of customer satisfaction across touchpoints |
Customer satisfaction measurement, across all touchpoints, is offered as part of feedback and analytics. | |
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Average Resolution Time Typical time taken to resolve customer service cases with the system |
No information available | |
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Knowledge Base Size Volume of articles and resources available in the customer service knowledge base |
No information available |
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Standard Reports Library Pre-built reports covering common banking metrics and KPIs |
A library of standard financial service reports is included with Pega Customer Service for FS. | |
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Custom Report Builder Tools allowing users to create customized reports without technical knowledge |
Custom, no-code report builder tools are available (referenced in admin guides and marketing). | |
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Executive Dashboards High-level visual summaries of key business metrics for decision makers |
Executive-level, role-based dashboards and analytics are offered for management. | |
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Predictive Analytics AI-powered forecasting of customer behaviors, churn risk, and product adoption |
Predictive analytics and AI forecasting (churn, service needs) are core to Pega’s banking solution. | |
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Customer Profitability Analysis Tools to calculate and visualize the profitability of individual customers and segments |
No information available | |
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Behavioral Analytics Analysis of customer transaction patterns and digital banking behaviors |
Behavioral and transaction analytics are central to the AI-driven recommendations. | |
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Share of Wallet Analysis Tools to estimate customer's total financial activity and the bank's portion |
No information available | |
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Product Usage Analytics Insights into how customers use different banking products and services |
Product usage and adoption analytics are highlighted in banking CRM references on pega.com. | |
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Relationship Deepening Metrics Measurement of cross-sell success and relationship growth over time |
No information available | |
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Performance Benchmarking Tools to compare performance against internal targets and industry benchmarks |
Performance benchmarking and KPI analysis are supported. | |
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Customer Lifetime Value Modeling Projection of long-term value of customer relationships |
Customer lifetime value modeling is powered by Pega’s analytics/AI modules. | |
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Report Export Options Variety of formats available for exporting reports and data |
No information available | |
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Historical Data Retention Length of time customer data is retained for historical analysis |
No information available | |
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Analytics Processing Power Volume of data that can be processed for real-time analytics |
No information available |
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Core Banking System Integration Connection with the bank's central transaction processing system |
Core banking system integration (with leading CBS) is explicit in Pega’s banking materials. | |
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Digital Banking Platform Integration Connection with online and mobile banking platforms |
Online/mobile banking platform integration is specifically called out. | |
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Contact Center Integration Linkage with call center telephony and management systems |
. | No information available |
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Marketing Automation Platform Connection Integration with external marketing tools and platforms |
Integration with marketing automation platforms is available via APIs/connectors. | |
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Document Management System Linkage Connection with enterprise document storage and retrieval systems |
Enterprise document management system connectors (e.g., for compliance) described on pega.com. | |
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Third-party Data Enrichment Ability to incorporate external data sources to enhance customer profiles |
Third-party data enrichment (e.g., KYC/AML tools, public records) integration is supported. | |
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API Availability Accessible application programming interfaces for custom integrations |
Open/public APIs available for custom integrations; well-documented by Pegasystems. | |
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Single Sign-On Support Unified authentication across banking systems for staff efficiency |
Single sign-on is available for staff; referenced in admin/security documentation. | |
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Data Warehouse Connection Integration with enterprise data storage for comprehensive analysis |
Pega supports data warehouse and BI system integrations for analytics. | |
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Regulatory Reporting System Integration Connection with compliance and regulatory reporting tools |
Regulatory and compliance reporting system integration modules are available; promoted for large banks. | |
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Fintech Ecosystem Compatibility Ability to connect with third-party financial technology solutions |
Fintech ecosystem (third-party solutions) compatibility is part of the Pega platform offering. | |
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Real-time Integration Capabilities Support for instantaneous data exchange between systems |
Real-time systems integration (with event-driven data flows) is included in Pega’s technical documentation. | |
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API Count Number of available APIs for integration purposes |
No information available | |
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Integration Implementation Time Average time required to implement a standard system integration |
No information available |
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Customer Journey Mapping Tools to visualize and optimize the customer's path across the banking relationship |
Customer journey mapping tools are shown in Pega’s banking digital engagement demos. | |
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Personalized Dashboards Customizable interfaces for different bank staff roles and preferences |
Personalized dashboards, role-driven interfaces configurable for different job functions. | |
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Customer Communication Preferences System for recording and honoring customer preferences for communication timing and channels |
Customer communication preferences are gathered, stored, and honored in CRM settings. | |
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Life Event Detection Ability to identify significant customer life events that create financial needs |
Detection of significant life events is supported in Pega’s AI-driven personalization suite. | |
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Behavioral Triggers Automated alerts based on specific customer behaviors or transaction patterns |
Rule-based behavioral triggers/alerts are a common workflow automation feature in Pega. | |
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Personalized Offer Management System for creating and delivering individualized product offers |
Personalized offer/next-best-offer delivery is a selling point. | |
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Financial Goal Tracking Tools to help customers set and monitor progress toward financial objectives |
Financial goal tracking for customers and relationship managers is supported, per product materials. | |
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Customer Experience Metrics Measurement of satisfaction, effort, and loyalty across the relationship |
Experience metrics (like NPS, CSAT) measurement for banking customers is part of the analytics suite. | |
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Relationship-based Pricing Support for pricing products based on the overall customer relationship |
Pricing based on customer relationship depth is explicitly supported in Pega’s banking CRM. | |
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Customer Recognition Tools Features that help staff recognize and acknowledge customer milestones |
Recognition of milestones (birthdays, anniversaries, etc.) is possible using customer data. | |
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Moments of Truth Management Special handling for critical customer interactions that shape perception |
‘Moments of truth’ management is a highlighted part of Pega’s approach to exceptional customer service. | |
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Personalization Algorithm Complexity Sophistication level of the algorithms used for customer personalization |
No information available | |
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Journey Map Complexity Maximum number of touchpoints that can be tracked in a single customer journey |
No information available |
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Mobile CRM App Dedicated application for bank staff to access CRM functions on mobile devices |
Pega provides dedicated mobile CRM apps for staff. | |
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Digital Onboarding Support Tools for managing customers acquired through digital channels |
Digital onboarding, especially for new-to-bank customers, is a well-documented feature. | |
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Digital Behavior Tracking Analytics on customer website and app usage patterns |
Digital behavior tracking (web/app analytics) is part of the customer insights tools. | |
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Mobile Alert Management System for managing the creation, sending, and tracking of mobile alerts to customers |
No information available | |
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Location-based Services Features that leverage customer location data for relevant offerings |
No information available | |
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Digital Document Collection Tools for securely requesting and receiving customer documents electronically |
Digital document collection and e-signature integration are included in onboarding and service flows. | |
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Digital Signature Support Integration with e-signature solutions for paperless transactions |
E-signature solutions are supported/embedded in Pega’s onboarding and agreement management. | |
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App Usage Analytics Detailed metrics on how customers use banking applications |
Detailed usage analytics of Pega’s mobile and web applications are offered. | |
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Digital Communication Archive Storage and retrieval of all digital customer communications |
Archived storage of all customer digital communications is available in Pega’s audit/history systems. | |
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Digital Channel Performance Metrics Measurement of effectiveness and efficiency of digital banking channels |
No information available | |
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Offline Functionality Ability for mobile CRM to function without constant network connection |
No information available | |
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Mobile Device Support Number of different mobile platforms supported (iOS, Android, etc.) |
No information available | |
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Digital Signature Processing Time Time required to process and verify digital signatures |
No information available |
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Consent Management System for recording and managing customer consent for data usage and marketing |
Consent management and permission tracking for data privacy are integrated and referenced under GDPR/CCPA compliance. | |
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Regulatory Documentation Tools for ensuring required regulatory disclosures and documents are provided |
Regulatory document management for required disclosures is standard in onboarding and product workflows. | |
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Customer Due Diligence Support for Know Your Customer (KYC) and Customer Due Diligence processes |
KYC and due diligence screening/tracking are Pega financial services CRM features. | |
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Suspicious Activity Monitoring Tools for identifying and reporting potentially suspicious transactions |
Suspicious activity and AML monitoring integrated with workflows and alerts modules. | |
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Compliance Reporting Automated generation of reports required by banking regulators |
Automated compliance reporting (e.g., SAR, regulatory returns) cited for financial services. | |
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Audit Trail Comprehensive logging of all system actions and data changes |
Comprehensive audit trails with configurable retention are mentioned in data governance docs. | |
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Data Privacy Controls Features that protect customer data and ensure privacy compliance |
Data privacy features for GDPR/CCPA, such as anonymization and consent capture. | |
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Complaint Management System for recording, tracking, and resolving customer complaints |
Bank complaint capture, workflow, and tracking modules are available. | |
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Suitability Assessment Tools for evaluating the appropriateness of products for specific customers |
Product suitability checks and risk profiling available for regulated product compliance. | |
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GDPR/Data Protection Compliance Features specifically designed to support data protection regulations |
GDPR/CCPA, etc. – All key data protection regulations are referenced as supported. | |
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Vulnerability Assessment Tools to identify vulnerable customers who require special consideration |
Identification of vulnerable customers (elderly, financial distress) is flagged as a workflow feature. | |
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Audit Trail Retention Duration for which system activity logs are retained |
No information available | |
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Compliance Rule Capacity Maximum number of compliance rules that can be actively monitored |
No information available |
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Cloud Deployment Option Availability of cloud-based deployment model |
Cloud-native and managed deployment options are available and widely adopted. | |
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On-premises Deployment Option Availability of traditional on-site deployment model |
On-premises deployment is offered for regulated/banking clients. | |
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Hybrid Deployment Support Ability to operate in mixed cloud/on-premises environments |
Hybrid deployments (cloud/on-prem) are described for clients transitioning to cloud. | |
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Scalability Ability to handle growing volumes of customers and transactions |
Global banks and scaling case studies demonstrate platform scalability. | |
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Disaster Recovery Built-in capabilities for system recovery after disruption |
Disaster recovery, backup, and business continuity planning tools included in enterprise edition. | |
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Data Encryption Encryption of sensitive customer data at rest and in transit |
End-to-end encryption in transit and at rest is detailed in the security/architecture materials. | |
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Multi-language Support Ability to present interfaces in multiple languages |
Pega has multilingual interfaces and supports deployment in multiple markets. | |
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Multi-currency Support Handling of multiple currencies in transaction and account data |
Multicurrency is handled in CRM/account and transaction data (international banking clients). | |
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Accessibility Compliance Adherence to accessibility standards for users with disabilities |
Accessibility standards (such as WCAG) are mentioned in platform documentation. | |
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System Customization Tools Features allowing banks to customize the system without vendor intervention |
Pega’s configuration/customization (no-code/low-code) tools are a core competitive differentiator. | |
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Mobile Responsiveness Automatic adaptation of interfaces to different screen sizes |
Mobile responsive UIs are default and highlighted in all mobile banking demos. | |
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User Concurrency Maximum number of simultaneous users the system can support |
No information available | |
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System Uptime Guaranteed availability of the system |
No information available | |
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Backup Frequency How often system data is automatically backed up |
No information available | |
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Transaction Processing Speed Number of customer transactions the system can process per second |
No information available |
Platforms that automate manual back-office processes to improve efficiency and reduce operational risk.
More Back-Office Automation
More Operations ...
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Multi-Source Data Integration Ability to connect and integrate with multiple internal and external data sources. |
Product supports omnichannel integration and automated workflows, implying the integration with multiple internal and external data sources described in product documentation and references to banking ecosystem connectors. | |
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Real-Time Data Sync Latency of data updates between systems. |
No information available | |
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Data Cleansing Toolkit to detect, flag, and correct errors in imported data. |
Automated onboarding and AI-powered case management require toolkit for error detection/correction; Pega documentation cites data quality and cleansing functions. | |
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Data Mapping Utilities Tools for transforming data to required schema. |
AI-driven and automated onboarding implies use of data mapping and transformation utilities. | |
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Bulk Data Import/Export Facility to upload and download large volumes of data efficiently. |
Automated customer onboarding and operational workflows require support for bulk data import/export. | |
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Data Lineage Tracking Tracks flow and source of data through various processes. |
No information available | |
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Change Data Capture (CDC) Ability to detect and process changes in data as they happen. |
. | No information available |
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Data Retention Control Customisable retention policies for historical data. |
. | No information available |
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Audit Trails for Data Changes Maintains full logs of all modifications to data. |
. | No information available |
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Support for Structured & Unstructured Data Can handle both structured (e.g., tables) and unstructured (e.g., PDF, images) inputs. |
. | No information available |
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Automated Data Validation Auto-checks data consistency and compliance with business rules. |
. | No information available |
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API Availability for Data Access Provides documented APIs for programmatic data access. |
Pega provides comprehensive APIs for data access as outlined in their product architecture and developer documentation. | |
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Scheduled Data Sync Ability to automate data sync on a recurring schedule. |
. | No information available |
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Workflow Designer Visual or script-based workflow creation and editing. |
. | No information available |
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Rule-Based Decision Engine Support for if-then rules to automate actions. |
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RPA (Robotic Process Automation) Integration Incorporates or connects with RPA bots. |
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Automated Exception Handling Automatic management or routing of exceptions during processing. |
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Task Scheduling Ability to schedule recurring tasks. |
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Automated Notifications Sends alerts on task completion or errors. |
. | No information available |
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Parallel Task Execution Runs multiple automation workflows simultaneously. |
Parallel and concurrent workflow capability is a design characteristic, heavily referenced in Pega's orchestration and automation marketing materials. | |
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Batch Processing Capacity Number of transactions or processes that can be handled per batch. |
. | No information available |
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Dynamic Work Assignment Automatically assigns work to available staff based on workload. |
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Self-Healing Workflows Ability to automatically retry or reroute failed steps. |
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Configurable Triggers Workflow can be started by event, schedule, or API call. |
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Workflow Monitoring Dashboard Central monitoring panel for workflow status and health. |
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Automatic Workload Scaling System increases or decreases capacity based on demand. |
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Multi-Factor Authentication Supports MFA for user login and critical actions. |
Multi-factor authentication (MFA) is offered as part of Pega’s platform security suite for financial services clients. | |
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Encryption (At Rest & In Transit) Data is encrypted both during storage and transfer. |
As a financial services solution, it is designed to meet regulatory data security requirements, including encryption in transit and at rest. | |
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User Role-Based Access Controls (RBAC) Granular permissions based on roles/positions. |
Role and permission controls are standard features in enterprise Pega deployments and referenced in Pega security documentation. | |
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Regulatory Compliance Module Built-in checks for relevant regulations (e.g., GDPR, SOX, etc.). |
Regulatory compliance checks (GDPR, KYC, etc.) are highlighted within Pega’s compliance and onboarding modules. | |
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Custom Compliance Rules Engine Allows definition of organization-specific compliance rules. |
. | No information available |
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Automated Audit Logging Captures all user/system actions for audit purposes. |
Automated audit logging is supported throughout Pega's workflow engine as part of enterprise compliance. | |
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Secure API Gateway Manages and secures all API traffic. |
. | No information available |
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Compliance Reporting Predefined and ad-hoc reports for auditors and regulators. |
. | No information available |
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Data Masking Sensitive data is masked for unauthorized viewers. |
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Activity Monitoring & Alerts Detects suspicious or non-compliant activities. |
. | No information available |
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Single Sign-On (SSO) Supports enterprise SSO solutions. |
. | No information available |
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Secure File Storage Ensures documents and files are securely stored and accessed. |
Platform stores case files and customer onboarding documentation; secure file storage is essential for compliance. | |
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Automated User De-provisioning Automatically removes access from users upon termination or transfer. |
. | No information available |
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Custom Report Builder Tool to design and generate custom reports. |
Custom reports and dashboards are commonly demonstrated in Pega UI and analytics documentation. | |
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Pre-built Operational Dashboards Ready-to-use dashboards monitoring KPIs and SLAs. |
Pega provides operational dashboards for customer service/operations teams. | |
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Scheduled Report Distribution Automatic emailing or sharing of reports on schedule. |
. | No information available |
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Ad-hoc Query Capability Enables on-demand data querying and reporting. |
. | No information available |
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Real-Time Analytics Analytical views and data are updated in real time. |
Real-time, AI-powered analytics are core to Pega's 'next-best-action' and adaptive decisioning capabilities. | |
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Drill-Down and Drill-Through Reporting Ability to navigate from summary to detailed data. |
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Data Export Formats Supports various formats for exported reports (PDF, Excel, CSV, etc.). |
. | No information available |
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Alerting Based on Analytics Triggers automated alerts when thresholds are exceeded. |
. | No information available |
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Data Visualization Tools Charts, graphs, and visual tools for data analysis. |
Charts, dashboards, and integrated analytics platform are major components of Pega Customer Service for Financial Services. | |
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Historical Trend Analysis Analyzes data patterns over time. |
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Performance Metrics Tracking Monitors and reports on efficiency metrics (e.g., STP rate, error rate). |
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Report Access Control Restricts report access by user or role. |
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Embedded Analytics APIs APIs for integrating analytics into other platforms. |
. | No information available |
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Intuitive User Interface (UI) Modern and easy-to-navigate user experience. |
Pega's user interface is recognized for modern design and focus on usability, tailored for user roles in banking. | |
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Role-Specific Dashboards Custom views based on user's job function. |
. | No information available |
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Multi-Device Support Accessible from desktops, tablets, and mobiles. |
Responsive design for desktop/tablet/mobile is referenced throughout product promotional and support materials. | |
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Guided Workflows/Tutorials Step-by-step help and tours for system functions. |
Guided steps for onboarding and case management feature in the product, evidenced by Pega’s 'Guided Workflows.' | |
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Customizable Themes Ability to change visual themes or branding. |
. | No information available |
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Accessibility Compliance (WCAG/ADA) Designed to meet accessibility standards for users with disabilities. |
. | No information available |
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Language Localization Supports multiple languages/locales. |
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Bulk User Operations Supports bulk actions for user management. |
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Configurable Notifications Users can set preferences for alerts and updates. |
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Personalized Shortcuts Quick access links tailored to individual user needs. |
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In-Product Help/Support Built-in help and contextual guidance. |
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Responsive Design Automatically adapts to various screen sizes. |
The platform adjusts its UI to different device form factors, as per Pega's responsive design documentation. | |
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User Feedback Collection Mechanism for users to submit suggestions and issues. |
. | No information available |
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High-Volume Transaction Support Maximum transactions processed per second. |
No information available | |
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Real-Time Transaction Validation Immediate validation of key transaction fields (e.g., account, amount, limits). |
Real-time validation of fields and omnichannel transactions is part of Pega's workflow and case automation features. | |
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Automated Reconciliation End-to-end matching of transactions and balances. |
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Error Detection and Handling Identifies and manages errors throughout the transaction lifecycle. |
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Bulk Transaction Processing Ability to process large batches of transactions in one run. |
Automated and bulk transaction processing is supported in Pega’s banking solutions, per product literature. | |
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Straight-Through Processing (STP) Rate Proportion of transactions processed without manual intervention. |
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Settlement Engine Automates settlement processes based on transaction status. |
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Out-of-Hours Processing Processes can be scheduled for non-core banking hours. |
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Automated Transaction Categorization Classifies transactions for downstream processing or reporting. |
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Transaction Archival Automatic, rules-based archiving of older transactions. |
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On-the-Fly Transaction Edits Edit pending transactions prior to final posting. |
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Partial/Failed Transaction Handling Mechanisms for retrying or reversing incomplete transactions. |
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Support for Multiple Transaction Types Handles various products (loans, deposits, transfers, fees). |
Handles multiple banking products (loans, deposits, etc.) as evidenced by pre-built banking workflows and product use cases. |
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Open API Support Supports widely used API standards for seamless integration. |
Open API support explicitly referenced in developer portal and integration documentation. | |
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Pre-Built Connectors Existing adapters for common banking systems/partners. |
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Custom API Creation Build custom APIs for unique integration needs. |
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Legacy System Integration Facilitates smooth data flow from old/unsupported systems. |
. | No information available |
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Real-Time Messaging Support Handles high-speed real-time data exchange (e.g., via MQ, Kafka). |
. | No information available |
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Security Standards (OAuth2, JWT, SAML) Adopts industry-standard integration security protocols. |
Support for OAuth2, SAML, JWT in Pega API and integration layers is stated in technical documents. | |
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Integration Monitoring Dashboards for tracking integration health/status. |
. | No information available |
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API Throttling and Rate Limiting Governs usage and prevents overloads during high demand. |
API gateway and limits settings described in integration documentation for platform protection. | |
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Error Handling/Retry Logic for Integrations Automatic management of failed integration attempts. |
. | No information available |
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Webhooks for Event Driven Updates Notifies external systems of specific events automatically. |
. | No information available |
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Data Format Flexibility Supports multiple data formats - JSON, XML, CSV, etc. |
Pega's connectors support multiple data formats (JSON, XML, CSV) according to integration documentation. | |
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Integration Testing Utilities Test tools for validating connections and data flows. |
. | No information available |
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Bulk Integration Data Loads High-capacity transfer for initial or periodic data migrations. |
. | No information available |
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Automated Exception Detection Automatically identifies anomalies or process failures. |
AI and workflow monitoring tools provide automatic detection of anomalies/exceptions during case handling. | |
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Exception Routing and Assignment Assigns exceptions to appropriate users or teams. |
. | No information available |
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Exception Classification Categorizes exceptions by type/cause/severity. |
. | No information available |
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Exception Resolution Workflow Guided workflows for investigating and resolving exceptions. |
. | No information available |
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Exception Escalation Automatically escalates unresolved exceptions based on rules. |
. | No information available |
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Exception Dashboard Provides a centralized exception status and analysis portal. |
. | No information available |
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Root Cause Analysis Tools Helps in investigating source of frequent exception patterns. |
. | No information available |
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Exception Lifecycle Tracking Monitors exceptions from occurrence to closure. |
. | No information available |
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SLA Tracking for Exception Resolution Monitors compliance with service level agreements during resolution. |
. | No information available |
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Automated Exception Report Generation Creates periodic summaries of exceptions handled and outcomes. |
. | No information available |
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Exception Notification Settings Manages how and when users are alerted about exceptions. |
. | No information available |
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Historical Exception Database Maintains long-term records for analytics and audits. |
. | No information available |
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Bulk Exception Management Supports actions on groups of similar exceptions. |
Exception management across retail banking/crm workloads requires bulk action support for efficiency. |
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Horizontal Scalability System can scale across multiple servers or cloud resources. |
Horizontal cloud or on-prem scalability supported, as stated in Pega Cloud and deployment documentation. | |
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Vertical Scalability System can utilize additional resources in single hardware instance. |
Vertical scalability is supported for large/enterprise deployments, as indicated in capacity planning guides. | |
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Peak Processing Throughput Maximum concurrent transactions the system can handle. |
. | No information available |
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Average Transaction Latency Average time for a standard transaction to complete. |
. | No information available |
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Guaranteed System Uptime Availability percentage as per service level agreements. |
No information available | |
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On-Demand Resource Allocation Resources auto-provisioned to meet increased loads. |
Dynamic cloud/on-prem resource allocation as part of cloud operations and Pega's support for autoscaling. | |
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Load Balancing Support Distributes traffic across servers for optimal performance. |
Reference to load balancing and distributed deployments in architecture whitepapers. | |
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Disaster Recovery Support Mechanisms for system failover and data recovery. |
. | No information available |
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Concurrent User Support Number of users able to work simultaneously. |
. | No information available |
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Performance Monitoring Tools Built-in tools for monitoring and alerting on performance metrics. |
. | No information available |
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Scheduled Maintenance Windows Ability to plan updates or downtimes with minimal disruption. |
. | No information available |
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Geographic Redundancy Systems are mirrored in multiple data centers/regions. |
. | No information available |
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Offline Operation Mode Limited core processes can continue when disconnected. |
. | No information available |
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Customizable Business Rules Adaptation of logic/rules without code changes. |
. | No information available |
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Modular Architecture Features de-coupled into independently deployable units. |
Microservices-oriented and modular solution, often cited in technical architecture references. | |
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Scriptable Extensions Support for custom scripting to extend functionality. |
. | No information available |
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Plugin Marketplace or SDK Ecosystem for partner or customer developed extensions. |
. | No information available |
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UI Customization Tools Adapt user interface elements for branding or process needs. |
. | No information available |
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Template Management Create templates for repetitive processes. |
. | No information available |
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Configuration Environment Isolation Test configuration changes in isolated sandboxes. |
. | No information available |
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Version Control for Configurations Track and rollback changes made to configuration. |
. | No information available |
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Automated Configuration Deployment Deploy config changes across environments with minimal manual steps. |
. | No information available |
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Parameterization Support Change parameters (limits, cutoffs etc.) without coding. |
. | No information available |
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Custom Role and Permission Definitions Allows organizations to set up unique access profiles. |
. | No information available |
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Extensible Data Model Ability to add new fields, data types or entities. |
. | No information available |
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Third-Party Tool Integrations Compatible with best-in-class third party services. |
Integrates with third-party banking/fintech/regtech providers from ecosystem. |
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24x7 Customer Support Availability Access to technical and operational support around the clock. |
Pegasystems promotes 24x7 support for its cloud and enterprise clients. | |
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Automated Health Checks System proactively monitors health and flags issues. |
Platform includes proactive system health checks (as per support documentation and case management). | |
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Self-Service Knowledge Base Comprehensive documentation and troubleshooting resources. |
A Pega knowledge base and extensive online documentation are available. | |
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In-Application Support Chat Direct support access within the application interface. |
. | No information available |
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Change Management Tools Supports tracking and communication of changes to users. |
. | No information available |
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User Training Resources Access to structured user training and onboarding. |
. | No information available |
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Release Notes and Version Histories Clear communication of system changes/updates. |
. | No information available |
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Automated Updates and Patches System can update itself or prompt admins for updates. |
. | No information available |
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Feedback and Ticketing System Log new issues or feature requests directly to support. |
. | No information available |
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Service Level Agreement (SLA) Tracking Monitors compliance with contracted uptime and support SLAs. |
. | No information available |
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Disaster Recovery Documentation Comprehensive DR guides and procedures provided. |
. | No information available |
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On-Premise and Cloud Deployment Manuals Comprehensive setup and operation documentation. |
. | No information available |
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Upgrade Rollback Capability Can revert to previous version if new release causes issues. |
. | No information available |
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Transparent Pricing Structure Clear, unambiguous pricing model with no hidden charges. |
Pricing for Pega products is documented with clear pricing tiers and models in public resources. | |
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Pay-as-You-Go Option Consumption-based pricing instead of flat fees. |
. | No information available |
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On-Premise Deployment Support Can be installed and run within customer's data center. |
. | No information available |
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Cloud/SaaS Deployment Available as a cloud-based or SaaS offering. |
Cloud and SaaS deployment is Pega's primary offering for this solution, as per product site and datasheets. | |
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Hybrid Deployment Support Flexible deployment using a mix of cloud and on-prem setups. |
. | No information available |
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Per User Licensing Licensing model based on active users. |
. | No information available |
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Per Transaction Pricing Pricing model based on usage/transactions. |
. | No information available |
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Non-Production/Sandbox Environment Availability Test and train in safe, non-production setup. |
. | No information available |
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Migration Assistance Help and tools for importing existing data and configurations. |
Migration tools and assistance are a standard part of enterprise onboarding projects as provided in Pega’s banking deployments. | |
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Upgrade Flexibility Allows customer choice on if/when to upgrade. |
. | No information available |
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Customizable Resource Allocation Adjust allocated resources (CPU, memory, database). |
. | No information available |
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Cost Monitoring Tools Monitor real-time and historical costs linked to system operation. |
. | No information available |
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License Usage Reporting Reports showing actual versus licensed usage. |
. | No information available |
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