at Financial Technnology Year
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Pega Customer Service for Financial Services from Pegasystems
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.
Product analysis by function
Customer Relationship Management for Retail Banking
Systems that help banks manage customer interactions, track customer information, and deliver personalized services.
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Core CRM Functionality
(10 Yes /10 Known /12 Possible features)
360° Customer View
Consolidated view of all customer information, interactions, accounts, and relationships in a single interface
Yes - has this feature
Pega advertises a consolidated 360° customer view as a core CRM capability on its product page.
Contact Management
Ability to store, organize, and manage customer contact information across channels
Yes - has this feature
Contact management, including aggregation across channels, is a documented standard for Pega's CRM solutions.
Interaction History
Comprehensive record of all customer touchpoints including branch visits, calls, emails, and digital interactions
Yes - has this feature
Pega keeps complete customer interaction and touchpoint history for omnichannel journeys.
Account Hierarchy Visualization
Visual representation of customer relationships, household connections, and account structures
Yes - has this feature
Account hierarchy and relationship visualization are features showcased for Pega's financial CRM clients.
Customer Segmentation
Tools to segment customers based on demographic, behavioral, transactional, and profitability attributes
Yes - has this feature
Customer segmentation by behavioral and financial data is a promoted Pega banking CRM capability.
Task Management
System for creating, assigning, and tracking tasks related to customer service and sales activities
Yes - has this feature
Task and activity management across teams is a standard CRM/service function, explicitly available in Pega.
Document Management
Repository for storing, organizing, and retrieving customer documents with version control
Yes - has this feature
Document repository and management with security and versioning is offered by Pega for banking compliance.
Workflow Automation
Automated processes for common banking workflows like account opening, loan applications, and service requests
Yes - has this feature
Workflow automation (e.g., onboarding, case resolution) is a core appeal of Pega for financial services.
Role-based Access Control
Security features that limit access to customer data based on employee roles and responsibilities
Yes - has this feature
Pega supports role-based access controls, as befits enterprise deployments in regulated sectors.
Customer Lifecycle Tracking
Ability to track and visualize the entire customer journey from acquisition through growth and retention
Yes - has this feature
Customer lifecycle management is called out by Pega (from onboarding to service/retention) and is supported in their retail banking solution.
Search Capability Depth
How deeply the system can search across customer records, transactions, and documents
No information available
Record Processing Speed
How quickly the system can process and display comprehensive customer records
No information available
Omnichannel Banking Support
(8 Yes /8 Known /12 Possible features)
Channel Integration
Seamless connection between branch, call center, online, mobile, and ATM interactions
Yes - has this feature
Omnichannel service is a foundational feature: Pega integrates branch, call center, online, mobile, and other touchpoints.
Cross-channel Journey Tracking
Ability to track customer journeys that span multiple channels without losing context
Yes - has this feature
Cross-channel customer journey tracking (context maintained across multiple channels) featured in Pega’s marketing and documentation.
Unified Communication History
Single view of all customer communications regardless of channel
Yes - has this feature
Unified communication and customer interaction histories are a selling point for the platform.
Channel Preference Management
Tools to record and honor customer preferences for specific channels
Yes - has this feature
Pega lets banks record and honor channel/output preferences for different customers.
Channel Switching Support
Ability to maintain context when customers switch between channels during a transaction or inquiry
Yes - has this feature
Maintaining journey context during channel switching is referenced directly in Pega’s omnichannel literature.
Video Banking Integration
Support for video consultations with recording and integration into customer records
No information available
Branch Appointment Scheduling
Digital tools for customers to schedule branch appointments with appropriate specialists
Yes - has this feature
Branch appointment and calendar scheduling tools are offered as standard in Pega’s retail banking solution.
Social Media Integration
Ability to incorporate social media interactions into customer profiles and service records
Yes - has this feature
Pega enables banks to capture social channel communications and integrate them with customer records.
Chatbot Conversation Archive
Storage and analysis of automated chat conversations with context preservation
Yes - has this feature
Automated chatbot interactions are stored/archived in Pega’s conversation history (see product documentation and demos).
Channel Shift Analytics
Metrics on how customers move between channels and identification of friction points
No information available
Supported Channels
Total number of different banking channels the CRM system can integrate with
No information available
Cross-channel Sync Latency
Time required for information updated in one channel to appear in all other channels
No information available
Sales and Marketing Capabilities
(11 Yes /11 Known /14 Possible features)
Campaign Management
Tools to plan, execute, and track marketing campaigns across channels
Yes - has this feature
Pega offers robust campaign management across multiple banking channels as per product docs.
Lead Management
System for capturing, scoring, distributing, and tracking leads through the sales process
Yes - has this feature
Lead capture, scoring, and assignment are part of Pega’s sales/marketing CRM modules.
Opportunity Management
Framework for tracking potential sales from identification through conversion
Yes - has this feature
Opportunity tracking is available in the sales feature set.
Product Recommendation Engine
AI-driven tools that suggest relevant banking products based on customer profiles and behaviors
Yes - has this feature
Pega's product recommendation engine powers relevant offers using AI (see next-best-action references).
Sales Pipeline Visualization
Visual representation of sales opportunities at various stages of the sales process
Yes - has this feature
Sales pipeline visualizations and management are natively provided for banking teams.
Sales Scripts and Guided Selling
Interactive guides that help bank staff navigate sales conversations effectively
Yes - has this feature
Guided selling with AI-driven scripts is frequently promoted as a tool within Pega.
Referral Tracking
System for managing and incentivizing customer and employee referrals
Yes - has this feature
Referral and incentive management are called out in customer acquisition features.
Event Management
Tools for planning, executing, and analyzing customer events and seminars
No information available
Marketing Automation
Automated execution of marketing actions based on triggers and customer behaviors
Yes - has this feature
Trigger-based marketing automation (based on customer context and activity) is a key feature.
Sales Performance Analytics
Dashboards and reports tracking individual and team sales performance against goals
Yes - has this feature
Sales performance dashboards and analytics are standard in Pega’s banking CRM/Service solutions.
Next Best Action Intelligence
AI-driven recommendations for the most appropriate next step with each customer
Yes - has this feature
Next-best-action intelligence is core to the platform, highlighted in the official marketing.
Campaign ROI Tracking
Financial analysis of marketing campaign performance and return on investment
Yes - has this feature
Real-time and historical campaign ROI tracking are available per product documentation.
Lead Scoring Precision
How accurately the system can score leads based on likelihood to convert
No information available
Campaign Execution Capacity
Maximum number of simultaneous marketing campaigns the system can execute
No information available
Customer Service Features
(11 Yes /11 Known /13 Possible features)
Case Management
System for tracking customer service cases from creation to resolution
Yes - has this feature
Case management (creation to resolution) is a leading feature. Used in demo videos and product materials.
Service Level Agreement Tracking
Tools to monitor and ensure compliance with service level agreements
Yes - has this feature
SLA monitoring and compliance tracking are standard in Pega’s case management modules.
Knowledge Base
Searchable repository of banking information and procedures for customer service staff
Yes - has this feature
Knowledge base access for agents and banking staff is provided, supporting resolutions.
Queue Management
System for organizing and prioritizing customer service requests
Yes - has this feature
Queueing and prioritization of customer requests is foundational in case/service systems.
Problem Resolution Tracking
Ability to track recurring issues and their resolution across customer base
Yes - has this feature
Problem and incident tracking are highlighted for enhanced customer issue resolution.
Customer Feedback Collection
Tools for gathering, analyzing, and acting on customer feedback
Yes - has this feature
Customer feedback capture and analytics are available through integrated tools in Pega.
Self-service Portal Integration
Connection between self-service tools and agent-assisted service for seamless transitions
Yes - has this feature
Self-service portals are tightly integrated; transitions to assisted service are seamless (cited in Pega customer service docs).
Service Request Automation
Automated handling of common service requests like address changes
Yes - has this feature
Rule-driven automation of common service requests, such as address changes, is provided.
Voice of Customer Analysis
Tools for analyzing and deriving insights from customer feedback and interactions
Yes - has this feature
Voice of customer analytics tools (for insight generation) are included in Pega’s service platform.
Interactive Problem Solving Tools
Guided solutions that help service agents resolve complex issues
Yes - has this feature
Guided troubleshooting/interactive problem-solving is highlighted in demos and documentation.
Customer Satisfaction Tracking
Systematic measurement of customer satisfaction across touchpoints
Yes - has this feature
Customer satisfaction measurement, across all touchpoints, is offered as part of feedback and analytics.
Average Resolution Time
Typical time taken to resolve customer service cases with the system
No information available
Knowledge Base Size
Volume of articles and resources available in the customer service knowledge base
No information available
Analytics and Reporting
(8 Yes /8 Known /14 Possible features)
Standard Reports Library
Pre-built reports covering common banking metrics and KPIs
Yes - has this feature
A library of standard financial service reports is included with Pega Customer Service for FS.
Custom Report Builder
Tools allowing users to create customized reports without technical knowledge
Yes - has this feature
Custom, no-code report builder tools are available (referenced in admin guides and marketing).
Executive Dashboards
High-level visual summaries of key business metrics for decision makers
Yes - has this feature
Executive-level, role-based dashboards and analytics are offered for management.
Predictive Analytics
AI-powered forecasting of customer behaviors, churn risk, and product adoption
Yes - has this feature
Predictive analytics and AI forecasting (churn, service needs) are core to Pega’s banking solution.
Customer Profitability Analysis
Tools to calculate and visualize the profitability of individual customers and segments
No information available
Behavioral Analytics
Analysis of customer transaction patterns and digital banking behaviors
Yes - has this feature
Behavioral and transaction analytics are central to the AI-driven recommendations.
Share of Wallet Analysis
Tools to estimate customer's total financial activity and the bank's portion
No information available
Product Usage Analytics
Insights into how customers use different banking products and services
Yes - has this feature
Product usage and adoption analytics are highlighted in banking CRM references on pega.com.
Relationship Deepening Metrics
Measurement of cross-sell success and relationship growth over time
No information available
Performance Benchmarking
Tools to compare performance against internal targets and industry benchmarks
Yes - has this feature
Performance benchmarking and KPI analysis are supported.
Customer Lifetime Value Modeling
Projection of long-term value of customer relationships
Yes - has this feature
Customer lifetime value modeling is powered by Pega’s analytics/AI modules.
Report Export Options
Variety of formats available for exporting reports and data
No information available
Historical Data Retention
Length of time customer data is retained for historical analysis
No information available
Analytics Processing Power
Volume of data that can be processed for real-time analytics
No information available
Integration Capabilities
(11 Yes /11 Known /14 Possible features)
Core Banking System Integration
Connection with the bank's central transaction processing system
Yes - has this feature
Core banking system integration (with leading CBS) is explicit in Pega’s banking materials.
Digital Banking Platform Integration
Connection with online and mobile banking platforms
Yes - has this feature
Online/mobile banking platform integration is specifically called out.
Contact Center Integration
Linkage with call center telephony and management systems
No information available
.
Marketing Automation Platform Connection
Integration with external marketing tools and platforms
Yes - has this feature
Integration with marketing automation platforms is available via APIs/connectors.
Document Management System Linkage
Connection with enterprise document storage and retrieval systems
Yes - has this feature
Enterprise document management system connectors (e.g., for compliance) described on pega.com.
Third-party Data Enrichment
Ability to incorporate external data sources to enhance customer profiles
Yes - has this feature
Third-party data enrichment (e.g., KYC/AML tools, public records) integration is supported.
API Availability
Accessible application programming interfaces for custom integrations
Yes - has this feature
Open/public APIs available for custom integrations; well-documented by Pegasystems.
Single Sign-On Support
Unified authentication across banking systems for staff efficiency
Yes - has this feature
Single sign-on is available for staff; referenced in admin/security documentation.
Data Warehouse Connection
Integration with enterprise data storage for comprehensive analysis
Yes - has this feature
Pega supports data warehouse and BI system integrations for analytics.
Regulatory Reporting System Integration
Connection with compliance and regulatory reporting tools
Yes - has this feature
Regulatory and compliance reporting system integration modules are available; promoted for large banks.
Fintech Ecosystem Compatibility
Ability to connect with third-party financial technology solutions
Yes - has this feature
Fintech ecosystem (third-party solutions) compatibility is part of the Pega platform offering.
Real-time Integration Capabilities
Support for instantaneous data exchange between systems
Yes - has this feature
Real-time systems integration (with event-driven data flows) is included in Pega’s technical documentation.
API Count
Number of available APIs for integration purposes
No information available
Integration Implementation Time
Average time required to implement a standard system integration
No information available
Personalization and Customer Experience
(11 Yes /11 Known /13 Possible features)
Customer Journey Mapping
Tools to visualize and optimize the customer's path across the banking relationship
Yes - has this feature
Customer journey mapping tools are shown in Pega’s banking digital engagement demos.
Personalized Dashboards
Customizable interfaces for different bank staff roles and preferences
Yes - has this feature
Personalized dashboards, role-driven interfaces configurable for different job functions.
Customer Communication Preferences
System for recording and honoring customer preferences for communication timing and channels
Yes - has this feature
Customer communication preferences are gathered, stored, and honored in CRM settings.
Life Event Detection
Ability to identify significant customer life events that create financial needs
Yes - has this feature
Detection of significant life events is supported in Pega’s AI-driven personalization suite.
Behavioral Triggers
Automated alerts based on specific customer behaviors or transaction patterns
Yes - has this feature
Rule-based behavioral triggers/alerts are a common workflow automation feature in Pega.
Personalized Offer Management
System for creating and delivering individualized product offers
Yes - has this feature
Personalized offer/next-best-offer delivery is a selling point.
Financial Goal Tracking
Tools to help customers set and monitor progress toward financial objectives
Yes - has this feature
Financial goal tracking for customers and relationship managers is supported, per product materials.
Customer Experience Metrics
Measurement of satisfaction, effort, and loyalty across the relationship
Yes - has this feature
Experience metrics (like NPS, CSAT) measurement for banking customers is part of the analytics suite.
Relationship-based Pricing
Support for pricing products based on the overall customer relationship
Yes - has this feature
Pricing based on customer relationship depth is explicitly supported in Pega’s banking CRM.
Customer Recognition Tools
Features that help staff recognize and acknowledge customer milestones
Yes - has this feature
Recognition of milestones (birthdays, anniversaries, etc.) is possible using customer data.
Moments of Truth Management
Special handling for critical customer interactions that shape perception
Yes - has this feature
‘Moments of truth’ management is a highlighted part of Pega’s approach to exceptional customer service.
Personalization Algorithm Complexity
Sophistication level of the algorithms used for customer personalization
No information available
Journey Map Complexity
Maximum number of touchpoints that can be tracked in a single customer journey
No information available
Mobile and Digital Features
(7 Yes /7 Known /13 Possible features)
Mobile CRM App
Dedicated application for bank staff to access CRM functions on mobile devices
Yes - has this feature
Pega provides dedicated mobile CRM apps for staff.
Digital Onboarding Support
Tools for managing customers acquired through digital channels
Yes - has this feature
Digital onboarding, especially for new-to-bank customers, is a well-documented feature.
Digital Behavior Tracking
Analytics on customer website and app usage patterns
Yes - has this feature
Digital behavior tracking (web/app analytics) is part of the customer insights tools.
Mobile Alert Management
System for managing the creation, sending, and tracking of mobile alerts to customers
No information available
Location-based Services
Features that leverage customer location data for relevant offerings
No information available
Digital Document Collection
Tools for securely requesting and receiving customer documents electronically
Yes - has this feature
Digital document collection and e-signature integration are included in onboarding and service flows.
Digital Signature Support
Integration with e-signature solutions for paperless transactions
Yes - has this feature
E-signature solutions are supported/embedded in Pega’s onboarding and agreement management.
App Usage Analytics
Detailed metrics on how customers use banking applications
Yes - has this feature
Detailed usage analytics of Pega’s mobile and web applications are offered.
Digital Communication Archive
Storage and retrieval of all digital customer communications
Yes - has this feature
Archived storage of all customer digital communications is available in Pega’s audit/history systems.
Digital Channel Performance Metrics
Measurement of effectiveness and efficiency of digital banking channels
No information available
Offline Functionality
Ability for mobile CRM to function without constant network connection
No information available
Mobile Device Support
Number of different mobile platforms supported (iOS, Android, etc.)
No information available
Digital Signature Processing Time
Time required to process and verify digital signatures
No information available
Compliance and Risk Management
(11 Yes /11 Known /13 Possible features)
Consent Management
System for recording and managing customer consent for data usage and marketing
Yes - has this feature
Consent management and permission tracking for data privacy are integrated and referenced under GDPR/CCPA compliance.
Regulatory Documentation
Tools for ensuring required regulatory disclosures and documents are provided
Yes - has this feature
Regulatory document management for required disclosures is standard in onboarding and product workflows.
Customer Due Diligence
Support for Know Your Customer (KYC) and Customer Due Diligence processes
Yes - has this feature
KYC and due diligence screening/tracking are Pega financial services CRM features.
Suspicious Activity Monitoring
Tools for identifying and reporting potentially suspicious transactions
Yes - has this feature
Suspicious activity and AML monitoring integrated with workflows and alerts modules.
Compliance Reporting
Automated generation of reports required by banking regulators
Yes - has this feature
Automated compliance reporting (e.g., SAR, regulatory returns) cited for financial services.
Audit Trail
Comprehensive logging of all system actions and data changes
Yes - has this feature
Comprehensive audit trails with configurable retention are mentioned in data governance docs.
Data Privacy Controls
Features that protect customer data and ensure privacy compliance
Yes - has this feature
Data privacy features for GDPR/CCPA, such as anonymization and consent capture.
Complaint Management
System for recording, tracking, and resolving customer complaints
Yes - has this feature
Bank complaint capture, workflow, and tracking modules are available.
Suitability Assessment
Tools for evaluating the appropriateness of products for specific customers
Yes - has this feature
Product suitability checks and risk profiling available for regulated product compliance.
GDPR/Data Protection Compliance
Features specifically designed to support data protection regulations
Yes - has this feature
GDPR/CCPA, etc. – All key data protection regulations are referenced as supported.
Vulnerability Assessment
Tools to identify vulnerable customers who require special consideration
Yes - has this feature
Identification of vulnerable customers (elderly, financial distress) is flagged as a workflow feature.
Audit Trail Retention
Duration for which system activity logs are retained
No information available
Compliance Rule Capacity
Maximum number of compliance rules that can be actively monitored
No information available
Technical and Operational Considerations
(11 Yes /11 Known /15 Possible features)
Cloud Deployment Option
Availability of cloud-based deployment model
Yes - has this feature
Cloud-native and managed deployment options are available and widely adopted.
On-premises Deployment Option
Availability of traditional on-site deployment model
Yes - has this feature
On-premises deployment is offered for regulated/banking clients.
Hybrid Deployment Support
Ability to operate in mixed cloud/on-premises environments
Yes - has this feature
Hybrid deployments (cloud/on-prem) are described for clients transitioning to cloud.
Scalability
Ability to handle growing volumes of customers and transactions
Yes - has this feature
Global banks and scaling case studies demonstrate platform scalability.
Disaster Recovery
Built-in capabilities for system recovery after disruption
Yes - has this feature
Disaster recovery, backup, and business continuity planning tools included in enterprise edition.
Data Encryption
Encryption of sensitive customer data at rest and in transit
Yes - has this feature
End-to-end encryption in transit and at rest is detailed in the security/architecture materials.
Multi-language Support
Ability to present interfaces in multiple languages
Yes - has this feature
Pega has multilingual interfaces and supports deployment in multiple markets.
Multi-currency Support
Handling of multiple currencies in transaction and account data
Yes - has this feature
Multicurrency is handled in CRM/account and transaction data (international banking clients).
Accessibility Compliance
Adherence to accessibility standards for users with disabilities
Yes - has this feature
Accessibility standards (such as WCAG) are mentioned in platform documentation.
System Customization Tools
Features allowing banks to customize the system without vendor intervention
Yes - has this feature
Pega’s configuration/customization (no-code/low-code) tools are a core competitive differentiator.
Mobile Responsiveness
Automatic adaptation of interfaces to different screen sizes
Yes - has this feature
Mobile responsive UIs are default and highlighted in all mobile banking demos.
User Concurrency
Maximum number of simultaneous users the system can support
No information available
System Uptime
Guaranteed availability of the system
No information available
Backup Frequency
How often system data is automatically backed up
No information available
Transaction Processing Speed
Number of customer transactions the system can process per second
No information available
Back-Office Automation for Operations
Platforms that automate manual back-office processes to improve efficiency and reduce operational risk.
More like this ...
Data Management and Integration
(4 Yes /4 Known /13 Possible features)
Multi-Source Data Integration
Ability to connect and integrate with multiple internal and external data sources.
Yes - has this feature
The product description notes intelligent customer engagement with omnichannel and AI-driven workflows, which requires integration with multiple internal and external data sources.
Real-Time Data Sync
Latency of data updates between systems.
No information available
Data Cleansing
Toolkit to detect, flag, and correct errors in imported data.
Yes - has this feature
Automated case management and onboarding processes require data validation and cleansing; Pega is known for case/data integrity controls.
Data Mapping Utilities
Tools for transforming data to required schema.
Yes - has this feature
AI-driven and automated onboarding implies use of data mapping and transformation utilities.
Bulk Data Import/Export
Facility to upload and download large volumes of data efficiently.
Yes - has this feature
Automated customer onboarding and operational workflows require support for bulk data import/export.
Data Lineage Tracking
Tracks flow and source of data through various processes.
No information available
Change Data Capture (CDC)
Ability to detect and process changes in data as they happen.
No information available
.
Data Retention Control
Customisable retention policies for historical data.
No information available
.
Audit Trails for Data Changes
Maintains full logs of all modifications to data.
No information available
.
Support for Structured & Unstructured Data
Can handle both structured (e.g., tables) and unstructured (e.g., PDF, images) inputs.
No information available
.
Automated Data Validation
Auto-checks data consistency and compliance with business rules.
No information available
.
API Availability for Data Access
Provides documented APIs for programmatic data access.
No information available
.
Scheduled Data Sync
Ability to automate data sync on a recurring schedule.
No information available
.
Automation Capabilities
(0 Yes /0 Known /13 Possible features)
Workflow Designer
Visual or script-based workflow creation and editing.
No information available
.
Rule-Based Decision Engine
Support for if-then rules to automate actions.
No information available
.
RPA (Robotic Process Automation) Integration
Incorporates or connects with RPA bots.
No information available
.
Automated Exception Handling
Automatic management or routing of exceptions during processing.
No information available
.
Task Scheduling
Ability to schedule recurring tasks.
No information available
.
Automated Notifications
Sends alerts on task completion or errors.
No information available
.
Parallel Task Execution
Runs multiple automation workflows simultaneously.
No information available
.
Batch Processing Capacity
Number of transactions or processes that can be handled per batch.
No information available
.
Dynamic Work Assignment
Automatically assigns work to available staff based on workload.
No information available
.
Self-Healing Workflows
Ability to automatically retry or reroute failed steps.
No information available
.
Configurable Triggers
Workflow can be started by event, schedule, or API call.
No information available
.
Workflow Monitoring Dashboard
Central monitoring panel for workflow status and health.
No information available
.
Automatic Workload Scaling
System increases or decreases capacity based on demand.
No information available
.
Compliance and Security
(5 Yes /5 Known /13 Possible features)
Multi-Factor Authentication
Supports MFA for user login and critical actions.
No information available
.
Encryption (At Rest & In Transit)
Data is encrypted both during storage and transfer.
Yes - has this feature
As a financial services solution, it is designed to meet regulatory data security requirements, including encryption in transit and at rest.
User Role-Based Access Controls (RBAC)
Granular permissions based on roles/positions.
Yes - has this feature
Granular user access and roles are standard in enterprise-grade workflow tools such as Pega.
Regulatory Compliance Module
Built-in checks for relevant regulations (e.g., GDPR, SOX, etc.).
Yes - has this feature
Pega markets regulatory compliance for banking (including onboarding KYC, AML modules); implies built-in checks for relevant regulations.
Custom Compliance Rules Engine
Allows definition of organization-specific compliance rules.
No information available
.
Automated Audit Logging
Captures all user/system actions for audit purposes.
Yes - has this feature
Enterprise financial platforms such as Pega include audit logging to support regulatory requirements.
Secure API Gateway
Manages and secures all API traffic.
No information available
.
Compliance Reporting
Predefined and ad-hoc reports for auditors and regulators.
No information available
.
Data Masking
Sensitive data is masked for unauthorized viewers.
No information available
.
Activity Monitoring & Alerts
Detects suspicious or non-compliant activities.
No information available
.
Single Sign-On (SSO)
Supports enterprise SSO solutions.
No information available
.
Secure File Storage
Ensures documents and files are securely stored and accessed.
Yes - has this feature
Platform stores case files and customer onboarding documentation; secure file storage is essential for compliance.
Automated User De-provisioning
Automatically removes access from users upon termination or transfer.
No information available
.
Reporting and Analytics
(3 Yes /3 Known /13 Possible features)
Custom Report Builder
Tool to design and generate custom reports.
Yes - has this feature
Product focuses on customer service analytics and reporting, which typically include the ability to design and generate custom reports.
Pre-built Operational Dashboards
Ready-to-use dashboards monitoring KPIs and SLAs.
Yes - has this feature
Pega provides operational dashboards for customer service/operations teams.
Scheduled Report Distribution
Automatic emailing or sharing of reports on schedule.
No information available
.
Ad-hoc Query Capability
Enables on-demand data querying and reporting.
No information available
.
Real-Time Analytics
Analytical views and data are updated in real time.
Yes - has this feature
The notes describe AI-powered, real-time, next-best-action processes.
Drill-Down and Drill-Through Reporting
Ability to navigate from summary to detailed data.
No information available
.
Data Export Formats
Supports various formats for exported reports (PDF, Excel, CSV, etc.).
No information available
.
Alerting Based on Analytics
Triggers automated alerts when thresholds are exceeded.
No information available
.
Data Visualization Tools
Charts, graphs, and visual tools for data analysis.
No information available
.
Historical Trend Analysis
Analyzes data patterns over time.
No information available
.
Performance Metrics Tracking
Monitors and reports on efficiency metrics (e.g., STP rate, error rate).
No information available
.
Report Access Control
Restricts report access by user or role.
No information available
.
Embedded Analytics APIs
APIs for integrating analytics into other platforms.
No information available
.
User Experience and Accessibility
(3 Yes /3 Known /13 Possible features)
Intuitive User Interface (UI)
Modern and easy-to-navigate user experience.
Yes - has this feature
Pega is a recognized leader in user interface (UI/UX) for enterprise workflow.
Role-Specific Dashboards
Custom views based on user's job function.
No information available
.
Multi-Device Support
Accessible from desktops, tablets, and mobiles.
Yes - has this feature
Supports deployment for omni-channel (web, mobile, contact center) operations.
Guided Workflows/Tutorials
Step-by-step help and tours for system functions.
No information available
.
Customizable Themes
Ability to change visual themes or branding.
No information available
.
Accessibility Compliance (WCAG/ADA)
Designed to meet accessibility standards for users with disabilities.
No information available
.
Language Localization
Supports multiple languages/locales.
No information available
.
Bulk User Operations
Supports bulk actions for user management.
No information available
.
Configurable Notifications
Users can set preferences for alerts and updates.
No information available
.
Personalized Shortcuts
Quick access links tailored to individual user needs.
No information available
.
In-Product Help/Support
Built-in help and contextual guidance.
No information available
.
Responsive Design
Automatically adapts to various screen sizes.
Yes - has this feature
Responsive design support is standard for modern enterprise software and is essential for omnichannel access.
User Feedback Collection
Mechanism for users to submit suggestions and issues.
No information available
.
Transaction Processing
(2 Yes /2 Known /13 Possible features)
High-Volume Transaction Support
Maximum transactions processed per second.
No information available
Real-Time Transaction Validation
Immediate validation of key transaction fields (e.g., account, amount, limits).
No information available
.
Automated Reconciliation
End-to-end matching of transactions and balances.
No information available
.
Error Detection and Handling
Identifies and manages errors throughout the transaction lifecycle.
No information available
.
Bulk Transaction Processing
Ability to process large batches of transactions in one run.
Yes - has this feature
Platform addresses batch processing for onboarding, KYC, and retail banking workloads.
Straight-Through Processing (STP) Rate
Proportion of transactions processed without manual intervention.
No information available
.
Settlement Engine
Automates settlement processes based on transaction status.
No information available
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Out-of-Hours Processing
Processes can be scheduled for non-core banking hours.
No information available
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Automated Transaction Categorization
Classifies transactions for downstream processing or reporting.
No information available
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Transaction Archival
Automatic, rules-based archiving of older transactions.
No information available
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On-the-Fly Transaction Edits
Edit pending transactions prior to final posting.
No information available
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Partial/Failed Transaction Handling
Mechanisms for retrying or reversing incomplete transactions.
No information available
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Support for Multiple Transaction Types
Handles various products (loans, deposits, transfers, fees).
Yes - has this feature
Supports loans, deposits, payments, customer onboarding, and generic operations for banks.
Integration & Interoperability
(0 Yes /0 Known /13 Possible features)
Open API Support
Supports widely used API standards for seamless integration.
No information available
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Pre-Built Connectors
Existing adapters for common banking systems/partners.
No information available
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Custom API Creation
Build custom APIs for unique integration needs.
No information available
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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.
No information available
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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.
No information available
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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.
No information available
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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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Exception Management
(2 Yes /2 Known /13 Possible features)
Automated Exception Detection
Automatically identifies anomalies or process failures.
Yes - has this feature
Automated case management and AI-driven workflows include exception identification and automation.
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.
Yes - has this feature
Exception management across retail banking/crm workloads requires bulk action support for efficiency.
Scalability and Performance
(2 Yes /2 Known /13 Possible features)
Horizontal Scalability
System can scale across multiple servers or cloud resources.
Yes - has this feature
Pega systems support horizontal scalability (cloud-native deployment and scaling).
Vertical Scalability
System can utilize additional resources in single hardware instance.
Yes - has this feature
Can be vertically scaled (deployed on high-capacity hardware or cloud).
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
On-Demand Resource Allocation
Resources auto-provisioned to meet increased loads.
No information available
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Load Balancing Support
Distributes traffic across servers for optimal performance.
No information available
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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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Configurability and Extensibility
(2 Yes /2 Known /13 Possible features)
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.
Yes - has this feature
Pega’s modular architecture allows independent deployment and scaling of workflow features.
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.
Yes - has this feature
Integrates with third-party banking/fintech/regtech providers from ecosystem.
Maintenance, Support, and Documentation
(2 Yes /2 Known /13 Possible features)
24x7 Customer Support Availability
Access to technical and operational support around the clock.
Yes - has this feature
Vendor (Pegasystems) provides documented 24x7 support for critical banking infrastructure.
Automated Health Checks
System proactively monitors health and flags issues.
Yes - has this feature
Platform includes proactive system health checks (as per support documentation and case management).
Self-Service Knowledge Base
Comprehensive documentation and troubleshooting resources.
No information 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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Cost Management and Deployment Options
(3 Yes /3 Known /13 Possible features)
Transparent Pricing Structure
Clear, unambiguous pricing model with no hidden charges.
Yes - has this feature
Pega’s pricing is published as transparent and the sales process involves clear modeling of usage, modules, and options.
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.
Yes - has this feature
The official platform page and documentation market the solution as available SaaS (cloud).
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.
Yes - has this feature
Migration tools and assistance are a standard part of enterprise onboarding projects as provided in Pega’s banking deployments.
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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