PegaWorld iNspire 2024: Migrate and Modernize with Pega: How to Gain a Competitive Edge

All right. Well, welcome to our session, folks. Migrate and modernize with Pega. My name is Rahul Ashok. I love to solve problems and hopefully going to help you with that today. In today's session I'm joined with by Sal. Hey, Sal Murillo, manage a technical architect team here at Pega. And, uh, I'm enthusiastic about architecture. We're geeks and eggheads, so come talk to us about that.

And we love it. All right, so before I start with the session, I actually wanted to start with a story. Um, so my partner and I have, uh, we've been married for 15, 15 years. Two weeks ago, we had a we had a wedding in the family. Our niece was getting married, and, uh, I decided to, uh, well, first of all, we're of Indian origin. And if you know anything about Indian weddings, they're not small affairs. So this was a long, multi-day affair. And the night before the wedding, we wanted to host the bride and the groom's family and get people to meet. Just like a mixer.

And my wife's from a place called Hyderabad in India. And Hyderabad folks are very. They really want to make sure their guests feel very welcome. So she wanted to go all out and really decorate the place, make it really personal for our niece. And, and also, you know, take care of all the cooking because the two things you remember is all the outfits. And then you also remember all the great food. People always talk about the food in the wedding. That's like a thing with Indian weddings. So, um, and another thing to just know about her.

She's a palliative care physician, so unlike me, who has a lot of free time, she's very, very busy person and she wants to do all the cooking and she's a great chef. In fact, there's a biryani dish that she makes. It's got saffron. It's got the fried vegetables and the cardamom, and and I can just smell it right now. It's awesome. And, uh, so, you know, I'm thinking about the time it would take to to organize this, this dinner with 75 people and cooking all the food. So, like, a few weeks before the event, I kind of walk up to her and I'm like, how about how about we just order the food? And she looks at me like I have horns growing out of my head. She's like, what do you mean, order?

Where are you going to get good food from? I'm like, well, there's a lady down the street. She makes really good food. That's all I got. So I just walked away and I'm like, I'm not going to mention this. A couple of days later, she comes back and she's like, okay, so how can we order this food? Because we realized like, this is just not going to work. So we ordered the food and she used the time that was available to really get some personal photos. We made the house look amazing.

Everything went really, really well. And you know, five days later, after the events, That's how many events we had. She comes to me and says three words that I've very seldom heard in our five years of marriage, which was you were right. I just wanted to say that, you know, that's just I don't hear that very often. And it's on film. It's on film. I'll be in trouble now. So. So what's what's that got to do with migration and modernization?

The reason I tell you the story is that it made me realize the most valuable thing we have is our time. And how are we going to do something that only we can do? So what's the differentiation we're going to provide when it comes to the experiences we give to those around us? So keep that differentiation in mind as we go through. Why migrate to Pega Cloud and how to modernize your applications? So that was a great presentation. I love Kareem's energy about AI, AI, AI. I don't think I can do a Kerim or a Steve Ballmer, But AI is here like it is here. Um, in talking to Kerim a couple of weeks ago, we're infusing this across our product in everything, and I'll get more into that a little bit.

But just really quick show of hands. How many of you think that AI is actually real? Not as many as I would have thought. Well, the rest of you, I think will in a few months, if not, if not sooner. But I am one of those skeptics. Or was I'll be honest, I was like, there's a lot of hype here. Like, what is this going to be used for? How are we going to do it? But when I take a step back and I really think about it, like first off, the Blueprint I think is going to change everything.

It's truly, truly something that is so innovative that it's going to change the way we do Pega projects, or any project for that matter. But AI is here and it's really impacting things. I've been at Pega for almost 20 years. I've been in the industry for 25, so most of my career has been at Pega. I have led and participated in major transformation projects for financial services companies, healthcare companies, manufacturing companies. Some have succeeded and quite honestly, some have not succeeded. And what I've learned over, over my many years is that fundamentally, a modernization at its core is a business transformation. And when I go look at what are the things that really drive successful business transformation, and there's a pretty common industry stat that two thirds of transformations fail. They fail to deliver the outcome that was originally set.

So, you know, as I said, I'm a geek. So I went and tried to actually study. There's like MIT studies on this. There's a lot of studies on this to find out what are the characteristics of transformations that succeed. And there are three things that really come out. You have to have a business outcome. We at Pega don't know your business like you know your business. You're the experts in that area. We have the technology expertise, but you have your business expertise.

We have to target modernizations. With that business outcome in mind. It has to be people focused. Last year, I was, I think, in this room with the CIO of First Tech Federal Credit Union, and they transformed their entire call center in nine months, and they've seen some fantastic results. The way they did it is they focused it on the employee. They said, you know what? We're just going to focus on the employee experience. There are others will then eventually that will get to the customer, but make it employee and customer focused. And it has to show efficiency, the operational efficiency or the savings that you're going to get do more with less.

That's the name of the game. So that's what you have to do for us at Pega. What this means is we're trying to take our product to how do you get how do you free up time for you guys to all be creative so we can get work done. So it's like the do more through all your employees. Like give that experience to your customers that your best employee does. So a lot of the AI functionality, you'll see that Kerim talked about and others will talk about the Innovation Pavilion and the 200 demos we talked about this morning. A lot of the focus around that is how do we get them to do more, how do we build it faster? And what that gives you is the time to focus on differentiation, because that's what truly sets it apart, and that's what's going to wow and deliver the results that that go on. So differentiation.

All right. So just just a couple of thoughts here to as we get in. So Kerim talked about Knowledge Buddy. So you could just ask your documents as opposed to go read a bunch of information. You can build these apps in hours and days instead of months and years. And each employee, can that be your best employee and wow, the customer. That's where we're headed. That's where all our innovation is focused on. And interestingly enough, I was going through the PegaWorld sessions.

I think some people might even be in the audience from these companies, but these five customers are at PegaWorld today, like today and tomorrow, talking about how they're using AI functionality in Pega and they're already live with it. So this isn't just some pipedream, this is real. And, you know, these sessions are all recorded. So if you missed one, you can always go learn more. But this this is real. Okay. So for us, um, end of last year, our leadership team came together and said, look, this is so critical to how we think our clients are going to succeed, that we need to help those of our clients that are not on cloud to get to cloud. So I like solving problems. So I got given that problem, and I now run a team at Pega cross-functional team entirely focused on the soup to nuts of helping our clients get to Cloud and then modernizing.

So I'm really excited about it. So it's a two step process for us. It's get you to Cloud first so that you can free up your time and focus on those differentiation. And then once you get there, might modernize. And what I'm going to talk a little about later is what I call it journey at a time modernization. You don't have to boil the ocean. Focus on the business outcomes and modernize journey at a time. So I'm going to pass it to Sal to talk a little bit about what we're doing around cloud migration. Yeah.

It's about time roll. It's about time. It's always about time. So hey folks, I'm Logan with the architecture group. Nice to see some familiar faces here. But when we talk about cloud migration or Pega cloud migration, it's important to kind of understand that that is not the destination. Right? It's Raul says it's a stepping stone to journey time modernization, which isn't even the ending point, really, where we want to get our platforms to. Is that autonomous enterprise, right?

Really keep going. And it's interesting. I was down at the Innovation Hub a couple couple minutes ago, talking to some gentlemen and finding out there's a lot of new features that are represented, but it's hard to take advantage of them because of maybe I'm on a legacy version. My setup is really complex. And so what you know, what happens to a lot of times is I hear this a lot have been this almost three decades, just about and and always in Cloud, always in migration and stuff like that. And when we talk about it, it becomes a fear of the unknown. It goes well, hey, I know how it works on prem. I know how it works. When I manage it, I can go tap Joe and Joe's my DBA and he's going to just make it work.

And so the idea of moving into another cloud goes, hey, wait, that's different, right? That's not that's not what I'm used to. Um, but if one thing I've learned is when it comes to change or transformation, we have to sometimes do things that are a little bit uncomfortable. And so we want to do that in a way that really is kind of safe. So it makes me think about a famous author who wrote a book. Um, uh, I forget his name. I forget the name of the book right now, but John C Maxwell, he's got this exercise. So if you'll indulge me for a second, do one exercise with me. Take your hands.

Just fold them. Just fold them. And so you fold your hand a thousand times. I do this all the time. Every day. I'm just going what am I doing here? So there's a different way to fold your hands. Just move it one finger over. Right.

Do you ever do that? It's kind of one one down. It feels weird. It feels different. Like it shouldn't even work, right? Building didn't implode. Things didn't fall apart. Right? So change requires you to be a little bit different, but it's safe.

And one of the things Pega has done to kind of help with that change, help make it a little bit smoother, is we've really invested heavily in making this cloud migration assessment process work for our customers, and it's a time and tested process. And so what we used to do is tell customers, hey, upgrade to the latest version once. Once you've figured out everything works fine, then we'll porch over to Pega Cloud and life will be dandy. Totally ignoring the fact about that whole modernization. Totally ignoring the fact that there's a lot of cleanup and a lot of parts that have to be changed. And so what we do is kind of broke this down into five easy steps, so to speak. The first one is a visioning statement. So our account teams will sit with you and say, hey, what are we really trying to accomplish, right? Because if it's just a lift and shift, I'm going to pause here for a second.

Lift and shift is like a four letter word in my vocabulary, I despise it. And the reason I say that is because when you lift and shift, when I take what I'm deploying, maybe in a data center or a colo and I go move it to AWS or GCP, fantastic infrastructures. But all I'm doing is I'm moving my garbage around from one spot to the other. The tech debt is coming with me and it's never getting any better. And oftentimes you hear it's like, oh, well, we're on eight five. Well, why aren't you on eight, 8 or 20 3 or 24? It's like, oh well the upgrade was hard. It's like, okay, well why was it hard? And so you start getting into these conversations.

I've talked to at this point since June, probably about 300 plus application analysis. My teams have done. And so when I go through it, the visioning statement is important. Why are we doing this? Why even move it? Because if it's just going to move to sit there and nobody has any intentions of of moving forward, this may not be the right room for you. Right. Next. I did not run out of colors.

Two and three are tightly related. So two is a technical assessment. We run tool Cloud readiness tool. So basically it's a Pega application. It runs through and it looks at the technical stack. It tells us all the ones and zeros. It tells us what rules have been deprecated. What rules you maybe have overrides in. So so black and white technical stuff that will break if we move your environment.

Right. And there's also some other upgrade assessment tools and things like that. We run we marry that with essentially a functional assessment. The functional assessment tells us it's a series of interviews we do with your technical teams, your functional teams that marry up. How does how you're using the application. Because we know. Yes, Pega is at the center of everyone's universe, right? Um, but in those cases where it's not and it has to talk to other stuff, it's important for us to understand if we move this important workload, what's going to happen to everything else that's integrated with it, everything it touches. And so that's where the functional assessments come in, is really understand okay.

If we move this, what is the full impact to you, your users, your business. And we marry that together and we take that back. And this is where really the Pega is making a huge investment, not only in the tools to assess quickly. This is a no cost to the clients. This is all Pega is doing this, um, really to to help drive a better experience as your software partner. Uh, but really we compile those findings, so we take that back and we assess it. And when I say we take it back, a couple of interesting things happen. So some of you may have ran it. There's an output of the tool we take that we feed it into an actually a Pega application.

So that was built in house. And so we, we very quickly can get a profile of, hey, what would happen if this application was to move? We also marry that up, like I said, with the functional side and start marrying those things together. We leverage our experts in our consulting services organization, but also in many times we work with our partners so our partners know more about your applications than sometimes our clients do. Right? And so we work together and say, okay, we've compiled these findings. We think this is where where it's going to work. We have a plan, right. And that's the last part, right, is a proposal to say, hey, we think, uh, an environment like this would work.

We think if we move these applications, it'll work like this. We think these integrations and these security metrics would be done. One important thing to note, too, is if we look at this purely from a technical play, again, that lift and move, um, it doesn't take into account maybe some of the security impacts. And so a lot of times we like to work with client security teams to understand, hey, if we move this, what does that mean for the risk profile? What does that mean for the data and data privacy that goes with it. So compliance is part of this. It's not just looking at the technology. It's not just looking at the integrations, but there's a whole, um, complement of things. And so what do we find.

So this this very complex graph in front of you represents what we found. So I was talking to one gentleman just before we started. If we look at kind of three stratifications ideal expected and extreme on the bottom is kind of ideal. Ideal is that Pega Constellation which has happened on premises and is is perfect. It's a unicorn with wings. I mean, this thing is development teams are adopting all the latest functionality. It's been deployed and externalized. It is it is absolutely perfect. I think over 300 applications that went into this analysis, I found one.

So that was that was interesting. Um, at the very, very top is the extreme. It's like it's a testament to how fantastic Pega is, but also it's a testament to what you should not do to a deployment. And it's folks that have somehow managed to completely change how Pega works entirely. And for that, it's a very, very difficult to move. But in the middle is the expected range. And what we often find is as we map those out and we look at integrations, while integrations are not typically ideal, but they are sometimes a little closer to that extreme range, they are absolutely something that we can and do move access. As far as permissions and security, those generally have not seen any any significant offenders. A database and the interesting things people do to databases is always interesting to me.

And so when we analyze that and we look at it, we find a lot of DB views, stored procedures, basically, uh, patches or fixes that folks did at the database level when it could have been done, maybe at the more Platform level. And so as we analyze that, we have a plan to say, okay, hey, this needs to live outside of Pega. This can be done inside of Pega, but it's still not. It's right on the edge, but it happens there. Deployments. We see all sorts of things from eight, eight, two. I think there was one that was in here. Obviously VM based deployments all the way out to hey, we've been externalized, but we just don't want to deal with this anymore. And then the Platform versions itself again.

Uh Pega has been very good and supportive about investing in helping us ensure that even though it's not, let's say, a current release, we do have a plan to remediate that and help it go forward. So, uh, so what a couple a couple points, right? So 65%, 65% represents kind of the reduction in production issues that we see happen when an environment is running on Pega Cloud. So if we think about innovation, we think about where to spend our time. And most invested in. Oftentimes we see a reduction when it's running in Pega Cloud. The reason is that we have this thing called the GOC, the Global Operations Center. It's a fantastic tool. Pega invested over 200,000 hours.

It's a Pega application, yet another. And it manages Pega deployments on the cloud. So when we talk about provisioning, scaling up, scaling down, patching, maintenance, it's all done in a programmatic way and driving really people and manual processes out of it. So it's very reliable and predictable, allows us to troubleshoot faster. So even if there are issues that are found, they're resolved very, very quickly. Uh, 47% ROI over three years. So there's Forrester did a total economic impact study on a move to Pega Cloud. It's out there. You could see it on Pega.com.

Essentially, your mileage may vary, but this is was in the report. And so typically what they see, it's a good report to look at, especially if you're trying to look at the category of justifications. It identifies a lot of the areas of efficiency, namely kind of what we're talking about is using your time productively. What differentiates your work that you could do for your clients versus putting that time into externalizing or or looking at the latest patch releases and troubleshooting. 118 metric tons is actually the amount of CO2 emissions that Pega is driving out of the environment annually. And so we're committed to this cause. Pega. Actually, I got to see if I remember the sbti the science Board target initiative. It's a it's a global it's around the Paris climate.

Uh, and so what Pega has done is essentially signed an agreement that says, hey, we will report annually and we will drive down emissions. So and we get this through, uh, like hibernation efficiency on systems and sizing. And we're able to commit to that globally. But but these are all fantastic numbers. And you should move to Cloud for that so we can help drive. But really the big driver is 82% of clients that maintain that currency that are able to stay on Infinity 24.1 can take advantage of a lot of what we've seen happen today. The guys, the buddies, the modernization journeys. And so really that is again, Cloud is not the destination. It's simply a stepping stone to help you maintain those best practices to drive forward.

Um, but but really, it's all about those journeys and using our time efficiently. So you want to help us, take us through the journeys. So on the journey, you know, I've been part of major modernizations, and there was one with a large FS client. I tried to get their name, but I couldn't announce it today. But ask me afterwards. And one of the things, you know, the three things, the core technologies that I think are going to really change, how we can modernize. So by this time, you know, we're all on Pega Cloud, but Blueprint. So imagine and I'll get into each of these in a minute, but Blueprint to really drive the journey reimagination. Because what you built 15 years ago is probably not what good looks like today.

If you're really modernizing your application. And this is not just for Pega modernization, you could have your legacy applications that you're bringing into Pega and Blueprint, I think is just going to change the game. Number two, I often get asked, so we have existing Pega applications. We're using UIKit. We're using theme cosmos. How do we use Constellation? What does that mean? How are we going to leverage that? All the R&D, the investment that you've already made, it's not throwaway.

So there's a there's a path to it called coexistence. I'll talk about that. And then third gen AI right. GenAI again, do more, build more in my mind, envision and innovate more. That's what gives you the time to focus, because I still believe maybe I'm naive that AI is based on human behavior training. I read a stat that when they asked AI to generate a random number, it generated random numbers similar to human beings. So I don't think it's truly creative yet. I don't know about ChatGPT five, but that creativity will come from you all. You know your business.

You can use the technology, apply it, and think about how to really change the way you do things and service them. So Blueprint right, I can talk about all these things, but honestly, the best way to do it is experience it. If you haven't been to the Innovation Hub, it's there. Um, you can go to Pega.com on your mobile device and actually try out Blueprint. Don't do it now. Please listen to us. Um, but it is available. It's a SaaS offering. And the best thing about Blueprint, and I think it showcases the power of Cloud is five weeks ago, it didn't exist.

Four weeks ago. All it would do is just do simple workflows. Three weeks ago we had it. We added the ability to go and add multi-step flow. Two weeks ago we added collaboration. One week ago we added another way to see how the app will look like, what Kerim showed on the stage today. This thing is evolving so fast, and the only way we could do it is because it's running on Pega Cloud, because you don't have to worry about the infrastructure at all, just happens. So think about that kind of innovation and where the industry is headed. If you're not on cloud, you're missing out.

So you know and I think this is going to completely change. So one other example, Rabobank, um, posted a YouTube video, which I couldn't show today because we didn't have permission, but now it's public. They are changing. If people here I'm assuming are if you run Pega projects. So DCO is something we talked about a lot on how you collaborate between business and IT. So what Rabo did is they ran a Blueprint workshop and the project had already started, but they were like, you know what, we want to be at PegaWorld. They always love presenting at PegaWorld. So we want to use the latest and greatest. Let's see what happens.

They got the product owner, they got the LSA and they got like the Pega Blueprint expert in the room and they ran a workshop. Now the project was expected to take until July 2025 to complete, so this is on already budgeted running project. They ran the Blueprint coming out of the Blueprint. Everyone agreed that it will be live by the end of this year, because Blueprint helped them visualize and see what that would look like. So imagine doing that for your modernization. So honestly, this is a game changer. You're missing out if you're not taking a look at it. So just just go take a look at it. Coexistence.

So there's a lot of technology here, but I'll just phrase it in two ways. Coexistence means two things. So Constellation is our core architecture that has modified. So we're it's a very different stateless architecture, completely different from what we were doing with UIKit and Team Cosmos before. That's what allows us to innovate. That's what allows us in Blueprint to generate that UI so quickly. So you want to use it, but you already have invested in all your UI. So coexistence comes in two forms. Number one, you can take your existing UI kit, theme, cosmos applications, and as you build new stuff in Constellation, those journeys can be built on Constellation but embedded in your UI kit application.

So that's Constellation. On UI kit we also have the reverse, which is you have existing cases, you have existing IP that you've built. You don't want to throw it away, you want to reuse it, but you want to start leveraging some more of the Constellation and even innovation. Hey, you do a Blueprint, you understand what needs to be done, but there's portions of the app that are still there that you want to pick on. That UI kit on Constellation allows you to do that so you can embed your older UI kit components into your Constellation experience, and we've got the hooks to do that. So that's the second portion. I will not recommend you take your old applications and simply rebuild them on with Constellation as is. There's no business value. So the three things I talked about business outcomes, operational efficiency and people focused find those journeys that matter.

And and what I've found is that if a new business unit is coming on board, if you're looking to migrate or to expose the functionality in self-service or a digital channel, those make for really good use cases to start exploring Constellation that's we have a client in multiple clients exploring that and getting that built out, and that's the way they've done it. So the the whole journey at a time is really around. How are you going to impact your employee experience, your customer experience, deliver value and modernize journey at a time? Because we Pega runs critical business systems for our for our clients. It's not a small little app running on a desktop. You've got hundreds of people, thousands of people using it. It is it is a task to transform that. So that's where this really comes in. GenAI.

I tried to put a slide on with all our GenAI stuff, and this isn't even half of it, so I'm not going to read through each little thing. But the way to think about GenAI and how we're innovating it is, number one, we're changing the collaboration and the development experience. So Blueprint will allow you to collaborate upfront in the project. So by the way, some of these things are coming. So safe Harbor statement. Not everything on the slide is available right now, but it may or may not come Pega Autopilot is our experience around helping our developers use GenAI. So we're truly infusing GenAI across the entire ecosystem of what we're building. But when you think about modernization and when you think about how to use it, there's a lot CDH has GenAI everywhere, Customer Service has GenAI everywhere. But think about those experiences that matter, right?

So are you going to use Coach because your employees, you have newer employees and they're struggling with understanding what to do. Then Coach is a good tool, but there's a tool for a purpose. And the purpose needs to be your outcomes and your and the specific journey. So I think GenAI has a big, big role to play. There's a lot we're doing. And you can best way to see all of this is to be at the Innovation hub. So I'm not going to walk through all of this, but just keep in mind those business outcomes, that differentiation. How are you going to differentiate those journeys from your competitors from your from your basically it is competitors, competitors and other other folks, right? And as you think about it, right, you got to be on 24.1.

Everything that we're doing is coming on 24.1. So the move to cloud makes it easy. Thinking about your customers, how your employees service them, how you're servicing operations folks use it. How are your marketers call center agents using it. What is differentiate? To me, that has to be the key in order to succeed in these right. So again I'm just going to wrap it up. Said it so many times business transformation business outcomes operational efficiency people focused. Otherwise it doesn't matter.

So before I wrap three client stories. So Lloyd's has been a client of ours 20 plus years. They've spoken at numerous PegaWorld. The recordings are available on our website. The key thing I want to just mention here is that third line in that bullet, this is their slide that we worked with them, but on prem they were struggling to just release functionality. It would take 6 to 8 months to get things done. They're deploying ten new changes per week. So this is not all just Cloud, right? But what the move to cloud allowed them to do was really rethink their whole DevOps and SDLC.

What do you need to do to be business focused? How do you get that change? How do you bring that differentiation? That's what that transformation allowed them to do. So fantastic story. Bravo I talked about earlier, but as Alan said, there's something about our Dutch customers. They're always leading edge. They want to try it, experiment. They're not afraid of failing or figuring things out.

So they're really leading the way on what they're doing. And again, you know, zero downtime was a big requirement for them. But to me, it's the innovation, innovative culture, the whole they're I think they're the first client to have this Blueprint workshop figured out. So once we get that, we'll share that with more of you so we can start using it. But fantastic use, right? New Jersey courts, pure migration. They were on prem migrated to Pega Cloud. I think it took them less than less than 12 weeks to do that. And again, right.

Able to implement and release value, add functionality that differentiated functionality in just 48 hours. And again, these were things that were taking weeks and months to get done. So every migration modernization discussion is different. I understand some of these might not apply to you. There might be others. My job at Pega is to help our clients migrate and modernize. So I've got a team. I got folks come talk to us. We want to help.

We're at the booth. So? So I'll share the booth here for a minute. So there's there's our team members here at Pega innovation booth. We're all here. All these folks are very knowledgeable, expert in cloud migration as well as modernization. I know each each person will have different experience. So come talk to us. Let us help you and help you get to Cloud OK some more sessions.

I'll leave this up, but I'll just open it up for Q&A. If folks have any questions, you can come up to the mic or ask any specific questions you may have. Okay, so you talked about the coexistence with the UI toolkit. Yeah. Uh, so we are using Customer Service In the traditional UI toolkit, we started with 6.2. Now we just upgraded to 8.7. And if we have to migrate to Constellation, what would be your suggestion that we do? Because we have all the case types. Everything is a traditional case type and that's how it is.

And it's all built in UI toolkit with sections layouts. Now if you have to migrate to the Constellation framework, how do we get it done? So so first thing you don't have to migrate to Constellation so you can continue using UI kit. We're going to be supporting it for the foreseeable future. So it's not a requirement. Now if you want to, which I can understand. Right. That's where things are going. And just one more information.

We are also planning to move to Cloud next year. So the context was relevant to moving to. Moving to Cloud. So UI kit works perfectly fine on Pega Cloud. You do not need to go to Constellation to move to Pega Cloud. My recommendation would be get to Cloud first. Focus your energies on getting to Cloud. Then look at the journey so Customer Service you know. Um, are you just in one channel or are you servicing multiple channels with your CS?

Right now, just one channel. We are building it for the chat and other others. So. So that would be a great, great time. So when you're starting to do some new new journeys or starting to have certain case types in chat, if you want to get to Constellation, pick those case types that you can then get build on Constellation and then and then expose them to the UI kit. Um, portal. So I see it as a three step process. Number one, you're building new cases and Constellation when you build enough that. So I'm a CS guy and a platform guy.

That's my expertise. And in CS what I find is that 80% of the call volume typically comes from less than 15 cases or case types in a system. Right. So you can target those 15, move them to Constellation once that starts working, then focus on the new Constellation desktop. So you flip from Constellation on a UI kit desktop to UI kit on a Constellation desktop. So you first build, do you get what I'm saying? So I think it's a three step process. Start with Constellation cases, then build the Constellation desktop and then migrate the rest of your cases on there. Okay.

And I would only do it if there's business value. If your UI kit cases are fine and working. There's no business value to just rebuild something in Constellation. But if you're going to reimagine those cases, the journeys are changing. You're driving automation. You're going to expose it on the digital channel. That's the right candidate for Constellation OK. Okay. Thanks.

No problem. Okay. Yeah. Go ahead. Hi, this is Sam. Hi, Sam. The session was nice. I have a question for you. Um, so we are in Google Cloud Platform right now.

Um, so it's been almost one and a half years. We have been there. Um, so if we are bringing Pega into the system. Right from your documentations. What I learned is like there's two ways by which you could interact with our system. One is through the direct pairing of, uh, Google Edge. Another one is by, you know, consuming your APIs. Um, so let's say if we go with the direct pairing approach, right, would you be able to, um, you know, start reading our BigQuery data sets? And spanner is how does that work?

So, uh, if you use the intermediary intermediary connection through your essentially opening it up, two things that happen when you have that private connection. One is your infrastructure or networking. Folks probably require that. And so you can have greater access to internal systems. So what we see a lot of times is if you're running in a Pega cloud environment and you have that secure connection, you can do things like a JDBC connection, an outbound database call. You can access different systems internally that maybe aren't publicly accessible. Right? Pega be using the JDBC connection properties to connect to our Google VPC network. Yeah, right.

Um, so what do you expect from us? Like, you know, from from my side? Yeah. Like because we are put into a separate VPC network altogether and Pega would be sitting on its own VPC, right. So that means Pega has its own service account and its own token right now, in order for like the that pairing is already done. Yeah. So does it need any other, um, like, details from our side for you to start reading our data? Because the data is the first part which you consume, the Pega system consumes. Like for example, I create a Blueprint, right?

And that Blueprint says that, like I'm going to. Has. To go. I'm going to reach a particular population, targeted population, right. And do some massaging on the data to experimentation and then finally push it to various channels. Now how do I feed the data to Pega? The first question. The second I have multiple questions, but time due to time limitations. We're at the Innovation Hub.

We can yeah we can. We can break it down. But the short answer is, once you have that interconnection set up that has to have a route to the data source so that that's entirely within your networking team and security team. They control how that would route its way out, and they would make like little connectors or endpoints that Pega would communicate with. But then we could break down the rest of it as far as the security and the tokens and the authorization. But essentially it shouldn't materially change. Right? Okay. So one last question.

So so far that I, I saw all this presentations, you've been focusing more on the, you know, the customer call center. You know, but there are many other channels, right. Like for example, like, you know, I'm from CVS Health, one of the architects. So we have a lot of in-house built channels now. Does Pega have an offering to connect to all these channels? For example, it can be a Kafka based or a pub sub based, right? I know you're supporting JMS, but beyond that, is there any other integrations that you have out of box readily? Yeah. Yeah.

Out of the box is the obviously the rest is the most popular one. We are looking at consuming more real time, sending more real time information back and forth over Kafka. So that is, uh, that may be in the next release. Right. So there'll be a greater integration capacity in that channel. So yeah, that's I think the next one. Cool. Okay. Okay.

One more. Yes, sir. Assessment. Assessment. Yep. Are those only available by Pega or for those individuals? Yeah. Yeah yeah yeah. Can I repeat the question?

Yeah. So so the question was about cloud readiness tools. I made reference to upgrade analysis, things like that. A lot of those tools are available on the Pega marketplace. It's a free download site. If you haven't gone to it, it says marketplace, but you don't pay for anything. Yeah, you can download the tools and run it. The output is human readable, right? It's just a question of do you or your partner able to translate it.

That's all. So but yeah, it's all there. It outputs the versions, the rules that are in type and the final conflicts, etc.. So I'll answer a question that you didn't ask, which is I really want our partners and our CIS to be doing this. I think very candidly, the first half of this year, because I was asked to manage this whole program, my focus was, let's figure out how to do it right, and then let's figure out how to scale. So the second half of this year, my plan is to really work with our partners. And, you know, nothing. Everything we're building from a tooling perspective, process perspective is shared with our partner team as well as our clients. So this is not a, you know, Pega services thing.

This is a truly get our clients to Cloud and how can we make it scalable and easy for everybody? Thanks for the question. Yeah, yeah. Cool. Any more? No. So a lot of emphasis on like creating the applications and then adding generic capabilities to increase the productivity of a developer. Right. But what is the afterlife.

Right. So you build the application and then you push it to higher environments and you move it to production. Right? In traditional like ways, we have our own SRE tools like Dynatrace, Splunk, whatnot that monitors not just Pega, but the entire ecosystem of the application. So what choices do we have if we go to cloud? Is it just PDC or any other tools that can tell me if there is a problem before it becomes a problem? Yeah, yeah. So so there's multiple layers to monitoring, right? Pega as a service or Pega Cloud inherently manages and maintains the underlying infrastructure.

Right. So Pega is monitoring all that and it's not directly fed back into, let's say, a client managed tool like a Dynatrace or something from the application perspective. PDC does a lot of the heavy lifting. Um, and so you wouldn't have to do anything like appdynamics or something like that. Uh, and then the last part we see a lot of customers do is like kind of the URL or outside monitoring. So it's kind of like the combination of three things. Pega is dealing with the infrastructure. So they're accountable and responsible for making sure that that is performant as they see things emerge. They're using predominantly PDC as well.

Um, so that that's kind of like the base system at the application tier, PDC is the predominant, uh, again the tool that looks at the application. And then we do have the ability to stream logs to Splunk, if that's the tool that you want to aggregate logs in and do your own analysis on. Do we have access to the Splunk logs and dashboards? I mean PDC, I get it. I would have it on prem today. Not just I mean PDC is great. I'm not saying it's it's not useful. Yeah it's wonderful. But apart from that that gives one one kind of like as a developer or, or a lead or someone that can just deep dive into.

But it doesn't give me the view that I wanted to see as a user of a Dynatrace or amplitude or some sort of user journey, end to end, telling me the breakdown. Yes, at this place customers spend this time over this average. This is going up or down and all. So. So if you had asked me that question an hour ago, I wouldn't have known the answer. But I was in a meeting with Frank Guerrera, who runs our cloud infrastructure. So as as Sal mentioned, you can have Splunk. We are working on something from a roadmap perspective to allow for third party integration with Dynatrace and others, but that's not in the product yet. That's on our roadmap because I think that is a request that other customers have also made.

So what I would say is, if you have any questions on that, the cloud team is at the Innovation Hub. You have our names and you can reach out to us. But, um, you know, we are genuinely interested in getting feedback from our clients and seeing what you need. And Frank's very open to putting that on the roadmap. So yeah, let's, let's let's talk more. I would say on what exactly your needs are and then and then help you with that. Thank you. Yeah. Cool.

All right I think I think we're we're. Past we're past the time now. But we'll be at the innovation booth. Thank you for coming and staying for the presentation. Thanks, guys.