The early adopters of Pega were looking to adopt its core solutions to help them streamline and automate tedious and recurring back-end manual processes. However, enterprise expectations have evolved, and they are now looking to effectively connect back-end and client-centric operations to offer better stakeholder experience. In response to the changing market landscape, Pega’s product portfolio has expanded from core Robotic Process Automation (RPA), Business Process Management (BPM), case management, and low-code platform to customer engagement / CRM solutions – including customer service, sales automation, marketing, field service management, Customer Decision Hub (CDH), and co-browse – with deep industry contextualization.

In this research, we present detailed assessments of 16 IT service providers featured on Everest Group’s Pega Services PEAK Matrix® and categorize them as Leaders, Major Contenders, and Aspirants based on their capabilities and offerings. Each profile provides a comprehensive picture of the service provider’s service focus, key Intellectual Property (IP) / solutions, and domain investments. The assessment is based on Everest Group’s annual RFI process considering investments made until September 2020, interactions with leading Pega service providers, client reference checks, and an ongoing analysis of the Pega services market.

Our research reveals that, with evolving client expectations and the Pega landscape, service providers are continuously investing in building a strong talent pool, creating horizontal and industry-specific solutions, establishing an innovation ecosystem, and ramping up their domain capabilities to complement the industry functionalities/frameworks offered by Pega across key verticals such as BFSI, healthcare and life sciences, telecom, and the public sector.

Scope

This research studies the following IT service providers / system integrators associated with Pega services: Aaseya, Accenture, Areteans, Atos, Capgemini, Coforge, Cognizant, HCL Technologies, Infosys, Mphasis, TCS, Tech Mahindra, TTEC, Virtusa, Wipro, and Zensar.

Contents

This report features detailed assessments, including strengths and areas of improvement, of 16 service providers focused on Pega services.

Membership(s)

Enterprise Platform Services (EPS)

Sourcing and Vendor Management