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Users of Pegasystems' Pega Platform can start to unify mixed-vendor CX applications stacks with Pega Process Fabric. Available now are dynamic APIs, a UX framework to unify applications and data virtualization, with more to come over the next year.
Connectors to Salesforce, ServiceNow, Microsoft Outlook and Google Gmail will come "shortly," the company said, as well as open robotic automation APIs from UiPath and Blue Prism. The idea behind the Pega integrations is to make it a "platform of platforms," according to the company. As more and more companies mix and match technologies from many different vendors in their CX stacks, the single-vendor shop becomes less and less common, said Brent Leary, owner of CRM Essentials, a consulting and advisory firm.
With Pega Process Fabric, Pegasystems addresses technical issues created by unification of a multivendor environment -- including partners that use their own disparate group of vendors -- under a single UX, via a bundle of APIs.
Leary likened it to Salesforce's acquisition of integration vendor MuleSoft, which ultimately turned into its Customer 360 platform. He sees Pega integrations with ERP platforms as early use cases.
"It's their way to help companies design processes that cross applications, across vendors," Leary said. "There's definite value to that, if you have a framework that can make it easier for a customer to pull out critical data from third-party applications."
Cloud complexity necessitates Pega integrations
Pegasystems announced the new Pega integrations in conjunction with PegaWorld Inspire, the virtual version of its canceled live user conference. As users move their CX tech stacks to the cloud, the need increases for a platform to orchestrate automated tasks and data movement, said Don Schuerman, Pegasystems CTO.
Don SchuermanCTO, Pegasystems
"As we talk to clients, there is a vast, increasing amount of disparate applications that organizations use," Schuerman said, addressing media and analysts. "As they move to microservices-based services offering SaaS architectures, that number and complexity is only going to increase."
As the complexity of tech stacks increase, the costs of running applications in silos also increase, Schuerman said, in terms of moving data between applications, repeating operations manually and missed opportunities that automation would catch.
The idea of calling it "process fabric" came from the idea that Pega integration of multivendor CX tech stacks should be unobtrusive and lightweight, he added.
Later this year and early next year, Pegasystems plans to add Interwoven Worklists, which prioritizes tasks spread across different systems, and process insight analytics, which dashboards progress of processes spanning multiple applications.