Blueprint and governance
Case types, stage design, the class structure and the reuse layers are agreed with the process owners and your enterprise architect before configuration starts.
Platform implementation
Pega Platform
We implement Pega Platform around case types that follow real work from intake to resolution, with decisioning and service levels built into the case from the start.
Pega work centres on the case: its stages, steps, service levels and the data it carries, modelled in App Studio with the business and extended in Dev Studio where the logic gets complex. Customer Decision Hub adds next-best-action decisioning when the same platform serves customers directly. Case flows in the region usually need Arabic and English interfaces, service-level calendars that reflect the different working weeks of the UAE and Saudi Arabia, and a hand-off to national identity services at intake.
Delivery follows Pega Express: short design sessions with the case owners, one Microjourney at a time, and the Situational Layer Cake to keep shared rules in a common layer with variations by business unit or country above it. Releases move through Deployment Manager pipelines, with PegaUnit tests and guardrail scores checked before each promotion.
Pega Platform and related product names may be trademarks of their respective owners.
How we implement Pega Platform
Implementation, customisation, deployment and ongoing support, with governance your steering committee can follow.
Case lifecycle design
Stages, steps, routing to work queues and escalation on a service-level breach designed for each case type, with exception paths kept visible to supervisors.
Next-best-action decisioning
Customer Decision Hub strategies and engagement policies that choose the next offer, message or service action for each customer, tested against control groups.
Upgrade readiness
Customised rules reviewed against Pega's guardrails and moved back towards standard functionality where possible, so version upgrades take less effort.
Hypercare and managed support
Pega Cloud customers receive platform updates on Pega's schedule, while self-managed sites plan their own Infinity upgrades. Either way we test each update in a staging environment, watch alerts from Pega's predictive diagnostics service and track open cases against service levels.
When Pega earns its place
Pega suits organisations with high-volume, rule-heavy case work, such as claims, onboarding, complaints or licensing, where decisioning and service levels matter as much as the screens.
- Case owners who can give time to design sessions every week
- Volumes and service levels known for each case type
- A decision between Pega Cloud and self-managed hosting, including residency
- Developers ready to train towards Pega system architect skills
Plan Pega Platform with Hosn Al Tomoh
Share your current systems, compliance themes and integration map. We will return a phased plan, a risk register and a governance model for your stakeholders to review.