{"id":4275,"date":"2021-11-28T12:00:00","date_gmt":"2021-11-28T12:00:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/hfs-pega-top-10-2021_112821\/"},"modified":"2022-04-26T17:16:32","modified_gmt":"2022-04-26T17:16:32","slug":"hfs-pega-top-10-2021_112821","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/hfs-pega-top-10-2021_112821\/","title":{"rendered":"Accenture, Cognizant and Virtusa peg the top spots in the HFS Pega Service Providers Top 10"},"content":{"rendered":"

The\u00a0convergence of SaaS and services has re-focused the ROI of software towards achieving defined business outcomes. With so many sophisticated SaaS platforms on the market – many of which offer far greater functionality than most enterprise customers need – the onus is shifting rapidly towards the business value<\/em> these solutions bring to customers and how they support alignment with a\u00a0OneOffice\u00a0mindset<\/a>. This is a major pivot away from customers simply purchasing what they are led to believe are the best features and functions and expecting miracles. Our new\u00a0SaaS\u00a0XXV research initiative<\/a> is geared towards defining these business outcomes\u00a0and measuring the leading – and upcoming – SaaS\u00a0platforms against their customers achieving these outcomes.<\/p>\n

So where better to start than looking at the leading services being built around low-code leader Pega….<\/em><\/p>\n

\u201cThe power to simplify: What you need to crush complexity\u201d<\/a> \u2013 This was Alan Trefler\u2019s ( Pega Founder and CEO ) key-note at the PegaWorld iNspire 2021. What stood out for me in Alan\u2019s ~13-minute key-note was how to crush complexity. Simply put, it is about getting the business architecture right! This means an architecture that is organized around the heart of the business, customer and outcomes across the customer journey.<\/p>\n

Putting the customer at the center is critical to the success of a transformation to drive meaningful and measurable outcomes. This was also a key insight from our latest HFS Pega Service Providers Top 10 2021:<\/a><\/p>\n

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To learn more about how the Pega market is evolving, what service provides are leading the way and how clients are leveraging Pega, I sat down with analysts\u00a0Krupa K S and\u00a0Khalda De Souza\u00a0to learn about their experiences and insights from working on this report.<\/p>\n

Phil Fersht, CEO and Chief Analyst, HFS Research:\u00a0<\/strong>So, Khalda \u2013 My first question to you is around understanding the Pega services market. Please can you share the highlights and significant developments?<\/span><\/p>\n

Khalda\u00a0De Souza, Research Fellow, HFS\u00a0Research:\u00a0<\/strong><\/span>Pega offers integrated back-office and front-office solutions along with automation offerings and a low-code application development platform. This portfolio aligns nicely with the HFS OneOffice framework, which also advocates for a connected enterprise approach to solving today\u2019s business problems. Pega encourages enterprises to adopt a \u201ccenter-out\u201d approach to modernization that focuses on customer outcomes. This involves considering customer microjourneys, which connect all the relevant systems to provide call center agents with the right information for answering the current question and predicting the next best action. A key bonus for customers is what Pega calls Cloud Choice, where customers can choose to run their solution on the AWS-powered Pega Cloud as a managed service, on any other cloud, or even on-premises.This myriad of offerings provides many opportunities for service providers to assist customers with Pega deployments.<\/p>\n

The HFS Pega services Value Chain includes services to support Plan, Implement, Manage and Optimize phases of a Pega deployment journey. And this really is a life cycle. A SaaS deployment is never a \u2018one and done\u2019 implementation. Instead, it requires a continuous improvement mindset, involving an ongoing development and implementation approach. This is why Pega advocates that customers should implement a center of excellence (CoE) to continually identify new opportunities to improve the system. Therefore, Pega service partners\u2019 ability to establish long-term relationships with clients is increasingly more about delivering ongoing consulting and implementation services, and less about the traditional management services of keeping the lights on.<\/p>\n

In this pioneering research, we assessed Pega service partners\u2019 capabilities, differentiators, and vision to deliver and support Pega services. We spoke with 12 service providers, and 34 client references. We also spoke with Pega itself, including a frank and open conversation with Leon Trefler, Senior VP of Global Client Success at Pega, and brother of CEO, Alan Trefler. (Thank you, Leon!)<\/p>\n

Phil:\u00a0<\/strong>What were your biggest learnings from this report Khalda?<\/span><\/p>\n

Khalda:<\/strong> One of the key learning was that Pega means different things to different customers. As a result, many are not aware of\u00a0Pega\u2019s full potential to support enterprise digital transformation efforts. Most service providers adopt a land and expand strategy with clients as presenting the entire portfolio and vision can be overwhelming and costly. Leading service providers present the long-term vision and potential of the Pega offerings but do not push clients to adopt it all on day one.<\/p>\n

It can also be challenging for Pega partners to organize their Pega offerings as capabilities can be scattered across practices, including application services, customer relationship management (CRM) and the wider digital transformation business units.<\/p>\n

What is clear is that Pega service providers are taking this market very seriously by ramping up capabilities and investing in innovation to remain competitive. All the service providers we included in this research expect at least 20% growth in Pega services business in the next year.<\/p>\n

Phil:\u00a0<\/strong>So Khalda, which Service providers are Top on the list? Why?<\/span><\/p>\n

Khalda:<\/strong> All of the service providers in the research have strong capabilities and are committed to continuing to invest in innovation and talent to grow their Pega practice.<\/p>\n

The top three ranks overall, for Execution and for Innovation were the same: Accenture, Cognizant and Virtusa. They are also the three official cloud migration partners as selected by Pega.<\/p>\n