© 2013, Confidential, Pegasystems Inc.
Transcript of © 2013, Confidential, Pegasystems Inc.
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© 2013, Confidential, Pegasystems Inc.
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© 2014, Confidential, Pegasystems Inc.
Exclusive Look at the
Future of Pega Mobility
Robert North, Managing Director Mobility Sales
Dan Zeck, CTO Mobility
Stephen Bixby, VP, User Experience & Mobility
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3 3 © 2014, Confidential, Pegasystems Inc.
Doubling down on mobile
BETTER BUSINESS SOFTWARE®
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4 4 © 2014, Confidential, Pegasystems Inc. 4
“With Antenna, Pegasystems adds a perennial leader in
the
Gartner Magic Quadrant for Mobile Application
Development
Platforms to its existing Magic Quadrant leadership in
BPM
and CRM to deliver better business software to any
channel.”
Why Pegasystems + Antenna? BPM (business process management) projects involve a significant
mobile component
Mobile projects involve a significant amount of business process
automation
Omni-channel (single process spanning multiple channels) is a critical
business requirement across many lines of business
Combining the leading BPM & Case
Management solution with the leading mobile
platform Model-driven development for faster time to market
App and device management across the enterprise
Real time predictive and adaptive analytics
for mobile available for the first time
Leadership for the Digital Enterprise
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5 5 © 2014, Confidential, Pegasystems Inc.
Leadership for the Digital Enterprise
#1 IN BPM #1 IN CASE MANAGEMENT
LEADER IN CRM
PEGA
PEGA PEGA
PEGA
PEGA
PEGA
LEADER IN Mobility And Now………..
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6 6 © 2014, Confidential, Pegasystems Inc.
…Antenna/Pega Serves Large Global Brands
Bring products to
market faster.
Sell and support
them more
profitably.
Deliver superior
customer
engagement.
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7 7 © 2014, Confidential, Pegasystems Inc.
…Assisted by World Class Partners
Bring vertical
expertise to
projects.
Extend our
footprint to other
markets.
Provide
customers with
delivery options.
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8 8 © 2014, Confidential, Pegasystems Inc.
Pega Partner Eco-System
PLATINUM GOLD SILVER BRONZE
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9 9 © 2014, Confidential, Pegasystems Inc.
Partner Enablement
Objectives Provide guidance and insight into the construction of the
project team to assure the right skills are available
Provide the necessary product and process knowledge
Provide the development team with tools and techniques that will guide them in defining, designing and delivering mobile solutions on the Antenna platform
Provide developers access to Antenna resources.
Programs Project Support
– Project Team Mobilization
Operational Design
– Integrated Delivery i.e. who sells, who hosts, who supports?
– Operations and Support integrated SLA’s, processes, monitoring, etc.
– Factory integration
Training and Environments
– On-line Self-Paced Training
– Environments – demos environments and scripts.
For Enablement Information:
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10 10 © 2014, Confidential, Pegasystems Inc.
For The Enterprise… There’s an App for That
Field Sales
Time Entry
Field Service
Distribution & Logistics
Resource Management
Expense Management
Delivery and Routing
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11 11 © 2014, Confidential, Pegasystems Inc.
Mobile Parts Catalog: • Native tablet application integrated with web services
• Eaton revolutionized entire sales process using an
iPad app called PowerSource
• Search, spec and sell over 200K hydraulic products
• 1500+ pieces of product literature
• On demand content updates done weekly for latest
info
• 3-D models for 360°view of parts Results • 10% Reduction in traditional customer service calls
• 10-15% Reduction in print material cost (going green)
• Real time data access and OTA updates of application
on a weekly basis, drastically improving the quality of
data used by distributors in the sales cycle
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12 12 © 2014, Confidential, Pegasystems Inc.
Mobile eTicketing App:
• Native iPhone app with IBM Maximo and proprietary
system integrations
• Used by Amtrak conductors on the trains
• Ticket scanning replaced manual ticket collection
process
• Real time passenger list available for first time
• Data store & forward for full operation in/out of cellular
coverage
• Service tickets can be opened for maintenance issues
“All information is run through Antenna's software platform,
meaning the back-end system is not required to 'know' or deal
with all statuses continuously.” - Dee Waddell, Group Information
Officer, Amtrak
Results • Fewer claims for lost tickets
• Fewer service center calls
• Better passenger visibility
• Improved reporting/BI
• More satisfied workers
• Improved revenue recognition
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13 13 © 2014, Confidential, Pegasystems Inc.
Field Sales App:
• Native tablet application with Siebel integration
• Novo Nordisk mobilized its sales operations for
Europe, China and International organizations
• Global healthcare organization with 32,000
employees in 75 countries, field sales iSELAS
app
• iSELAS is a state of the art mobile field sales
CRM application based on the iPad
“I have worked for a while now with iSELAS and I think it is
awesome. It saves me hours of work and makes my time in
waiting rooms, etc. useful. I prepare myself better and have far
more insight into my clients. Super, super, super, so, thank
you.”
Results • Improved data quality
• Process standardization
• Reduced hardware costs
• More effective meetings
• Improved diary and territory management
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14 14 © 2014, Confidential, Pegasystems Inc.
Preliminary Disaster Assessment (PDA)
Application
• Native Android tablet applications with proprietary system
integration
• Critical part of the disaster declaration process.
• Results determine if states require federal assistance in
helping citizens recover from disasters.
• Collect assessment detail, image and location data,
collaborate with State officials
• Damage data sent wirelessly to FEMA HQ for tracking,
assessment and consolidation and then coordinated with
the White House, Congress and States, who issue a
response
• Built by AT&T; Powered by Antenna, Hosted on FEMA
servers
Results • Faster data collection and higher quality data with fewer
errors
• Significant reduction in paper used for process and
streamlined process for tracking claims
• More efficient inspectors in the field
• Faster state concurrence yields
• Secure data with authentication against FEMA LDAP
servers
• Store & Forward capabilities for guaranteed transaction
delivery for all data
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15 15 © 2014, Confidential, Pegasystems Inc.
Pega Mobility
• Consistent experience across channels
• Enterprise integration to systems of record
• Business services provide process and analytics
Delivers a seamless experience
• Model-driven development
• Reuse apps, code, components and mobile services
• Frameworks for vertical expertise, quick-start apps
That gets to market quickly
• Mobile messaging provides offline functionality
• Managed control for apps, users, devices
• Open APIs and SDKs
Built on a complete mobile platform
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16 16 © 2014, Confidential, Pegasystems Inc.
Pega’s Mobile Priorities
Pega Mobility delivers mobile applications that help organizations engage
customers, simplify operations and make change a strategic advantage
Organizations Require Common Mobile Capabilities
Embed
customer service
experience into
existing mobile
apps
Build, run & manage
mobile workforce
apps unified with core
business processes
and systems
Integrate
custom mobile apps
into backend services
and processes
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17 17 © 2014, Confidential, Pegasystems Inc.
The current spectrum of mobile options
Standard or responsive web app
Platform-
specific native
app Native wrapper app with HTML5 web views
The current spectrum of mobile options
HTML5
‘Hybrid’
Native code
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18 18 © 2014, Confidential, Pegasystems Inc.
Building an app with Pega Mobility
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19 19 © 2014, Confidential, Pegasystems Inc.
Deploy any Pega application
as a mobile app
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20 20 © 2014, Confidential, Pegasystems Inc.
Deliver model-driven apps via mobile web
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21 21 © 2014, Confidential, Pegasystems Inc.
Build, run and manage model-driven apps
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22 22 © 2014, Confidential, Pegasystems Inc.
Pega Field Service framework (Silverado) Secure Login
Enterprise authentication & authorization
Assignment list Sortable, searchable
Work item detail Disposition, accept/reject Account, contact detail Turn-by-turn directions
Solution entry
Image Capture
Parts management Search, enter, list, edit Barcode scanning
Time & expense entry Expense management, time card review
Customer review & satisfaction survey
Signature capture Employee and customer
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23 23 © 2014, Confidential, Pegasystems Inc.
Build, run and manage custom mobile
apps using advanced development tools
that integrate with backend services,
inclucing Pega 7
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24 24 © 2014, Confidential, Pegasystems Inc.
Build, run and manage mobile workforce
“Aside from the tangible cost savings and
productivity improvements, we know this
app is successful because our customers
tell us they’re more satisfied.”
- Matt Weger, Asst. VP, Application Development
Repair & Replace For Mobile Field Techs
• Mobile Resource Manager app initiated by Safelite for
automation and workflow process improvement
• First released on BlackBerry in 2009, now updated to
Samsung Galaxy Note II in 2013
• Event-driven, dynamically updated workflow for field
techs
• Daily work order list and map view to each location,
editable
• Digital pre-inspection of damage supported by photos
• Safe, secure PCI compliant payment processing
Results
• New paperless environment save $240k annually
• Reduced administrative costs through faster work order processing, real-time information flow
• Reduced customer calls and reschedules ~30%
• Fuel savings alone exceed $750k per year from intelligent routing
• Customers are happier and more satisfied
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25 25 © 2014, Confidential, Pegasystems Inc.
“Our resources are doing development on the cloud at
Antenna. That gave us the ability to jump start
everything. We knew this was the right strategy to
transform to a real-time, event driven value chain.” - David South, Senior Manager, Process and Mobility, Coca-Cola
Refreshments
Mobile Merchandising App: • Hybrid application with SAP and Kronos backend integration
• Merchandiser application with dispatch filter, GPS/Location
dashboard, route and survey question management
• Tracking drivers’ routes, addressing inefficient route handling
• Real-time visibility to field activities
• Eliminates paper-based process for dispatch
• Automated all of their mileage reimbursement with AMP’s GPS
service
Results • Reduced trips to sales center
• Completely eliminated $2.5M in toll charges
• $2.25M reduction in fuel expenses
• $5M reduction in mileage reimbursement
Integrate custom apps with backend services
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26 26 © 2014, Confidential, Pegasystems Inc.
Embed Pega applications into
existing mobile apps
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27 27 © 2014, Confidential, Pegasystems Inc.
Embed into existing consumer mobile apps
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28 28 © 2014, Confidential, Pegasystems Inc.
Pega 7 omni-channel customer engagement
POLICIES
PROCEDURES
CASES
USER INTERFACE
ADAPTERS
NATIVE
SDK
HYBRID
CLIENT
STUDIO
SERVICES
ENGINE
MANAGER
DESIGNER
STUDIO
In Cloud and On Premises
Web
Chat
Apps
Predictive
Analytics
Push / SMS
Social
Connected Devices
Call Centers / IVR
TEST
TOOL
ENTERPRISE
CONNECT
28
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29 29 © 2014, Confidential, Pegasystems Inc.
Built on a complete mobile platform
Platform Services
Mobile SDK
Hybrid Client
Data (Integration) Services
Authentication Services
Enterprise Mobile Management
Offline Data Synchronization
Store & Forward Messaging
Mobile Services
Push Notification
Enterprise App Store
Cloud App Build
Geolocation
Business Services
Case Management
Process
Business Rules
Predictive Analytics
Customer Service
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30 30 © 2014, Confidential, Pegasystems Inc.
How Pega delivers Mobility – TODAY
Embed a seamless customer service experience into existing mobile apps
• Pega 6.3 and Pega 7 for developing BPM and CRM apps.
• Add Pega Mobile Mashup SDK to embed into existing mobile applications
Build, run and manage mobile workforce apps unified with core business processes and systems
• For clients licensing Pega 7 who want device-side capabilities (customizations, management, notifications, offline) add Pega Mobile Client, Pega Mobile Offline (add-on to Mobile Client) and Pega Mobile Manager (optional for enterprise mobile management)
• For clients not licensing PRPC, license Pega AMP for developer productivity, reusable services, enterprise mobile management and integration to back end systems
Integrate custom mobile apps into backend services and processes
• Pega AMP with optional purpose-based Pega 7 Business Services
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31 31 © 2014, Confidential, Pegasystems Inc.
Pega Mobility Product Set
Pega Mobile Client
formerly “Pega Mobile”
Push Notifications
Mobile (hybrid) Client with cloud-
based customization service
Pega-Mobile Ruleset
Pega Mobile Manager
Enterprise Mobile Management
Pega Mobile Mashup SDK
iOS / Android Development Kit
Pega-Mobile Ruleset
Pega AMP
formerly “AMPchroma”
AMP SDK
AMP Hybrid Client
AMP Mobile Manager
AMP Services Engine
AMP Enterprise Connect (bridge to Pega 7, purpose-based license for
integration)
Pega 7 Business Services (purpose-based license for process, analytics,
etc.)
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32 32 © 2014, Confidential, Pegasystems Inc.
Pega Mobility Architecture
Pega Mobile Offline Pega AMP Manager
Pega 7 Business Services
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33 33 © 2014, Confidential, Pegasystems Inc.
Pega Mobility (MODEL)
3
3
AMP Manager
AMP Build Server
Push Service
EMM
SOR
SOR
Pega 7
APNS/GCM
UI
Data
Auth
Case M
gm
t/Pro
cess
Build Request
Push Notification
iOS
Native SDK
Hybrid Client
UI
Android
Pre
dic
tive A
naly
tics
Inte
gra
tion S
erv
ices
Pega 7
Pega AMP
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34 34 © 2014, Confidential, Pegasystems Inc.
Pega Mobility (CUSTOM)
BB10
WP8
iOS
Android
AMP Manager AMP Build
Server
Native SDK
Hybrid Client
AMP Studio
SOR
Inte
gra
tion
(Da
ta) S
erv
ice
Au
the
ntic
atio
n S
erv
ice
Me
ssa
gin
g
APNS/GCM
UI
Pu
sh
Notific
atio
n
AMP Services Engine
Ge
olo
ca
tion S
erv
ice
EM
M Pega 7
Data Integration
Case Management
Business Process
SOR
Enterprise Connect
Data Adapters SOR
Pega 7
Pega AMP
Push Notification
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35 35 © 2014, Confidential, Pegasystems Inc.
Pega AMP (CUSTOM)
3
5
3
5
BB10
WP8
iOS
Android
AMP Manager AMP Build
Server
Native SDK
Hybrid Client
AMP Studio
SOR
Inte
gra
tion
(Da
ta) S
erv
ice
Au
the
ntic
atio
n S
erv
ice
Me
ssa
gin
g
APNS/GCM
UI
Pu
sh
Notific
atio
n
AMP Services Engine
Ge
olo
ca
tion S
erv
ice
EM
M
Pega 7
Integration Services
(Enterprise Gateway)
SOR
SOR
UI
Data
Auth
Case Mgmt/Process
Predictive Analytics
Pega 7
Pega AMP
Push Notification
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36 36 © 2014, Confidential, Pegasystems Inc.
BB10
WP8
Pega Mobility platform – unified 2H2015
iOS
Android
AMP Manager
Pega Mobile
Cloud
SOR
SOR
Windows 8
Au
the
ntic
atio
n S
erv
ice
s
Inte
gra
tion
(Da
ta) S
erv
ice
s
Mo
bile
Se
rvic
es
Bu
sin
ess S
erv
ice
s
UI S
erv
ice
s
Me
ssa
gin
g S
erv
ice
s
App Build Server Test Cloud Cloud Based Mobile Services
Pega 7
Native SDK
Hybrid Client
AMP Studio
UI
APNS/GCM Push Notification
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37 37 © 2014, Confidential, Pegasystems Inc.
Several Ways to Build a Mobile App
MASHUP Embed Pega applications into existing mobile apps
CUSTOM Build custom mobile apps that integrate with Pega
backend services & applications using development
tools
MODEL Deploy any Pega application as a mobile app
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Build from Pega 7 (video)
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42 42 © 2014, Confidential, Pegasystems Inc.
iOS Xcode
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Pega Mobility @
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44 44 © 2014, Confidential, Pegasystems Inc.
Pega Instant Feedback (available in iTunes)
• Tuesday @ 2:45 – “Going Mobile” breakout
• Real time feedback
• Participate in polls
• Integrated with PRPC to visualize results
• Powered by the Pega Cloud™
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45 45 © 2014, Confidential, Pegasystems Inc.
Pega Pursuit (available in iTunes)
• A fun, casual scavenger hunt that
illustrates powerful mobile concepts
• Mobile Mashup
• Native UI driven by Pega 7 backend
• Authorization and registration integrated
with Pega 7
• iBeacon Bluetooth integration
• Powered by the Pega Cloud™
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46 46 © 2014, Confidential, Pegasystems Inc.
Pega 7 Test Drive
Self-service kiosks with a hands-on Pega 7
experience
Build for Change™ moments centered around
Dynamic Case Management guided through easy-
to-follow scripts
Great mobile experience
No Pega training needed
Powered by the Pega Cloud™
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47 47 © 2014, Confidential, Pegasystems Inc.
“U+ Insurance”
Mobile web Managed hybrid Native with mashup
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48 48 © 2014, Confidential, Pegasystems Inc.
“Best Insured”
• Custom app (Pega AMP)
• Leverages Pega 7 Back-end
business services
• Native device integration via
AMP Hybrid Client
• Full offline support
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Responsive UI
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Mobility Sessions at PegaWORLD
Sun 3:30-5pm How to Create Great User Experiences in Today’s
Multi-Device World Shaun Wortis,
Bob Taylor, Baruch Sachs
Mon 10:15am Keynote: Engage, Simplify, and Change: The Power of Pega Kerim Akgonul
Mon 11:30am Breakout: Xerox Gregg Bullen, Xerox
Tues 2:45pm Breakout: Going Mobile w/ Pega Mobility Joseph June
Stephanie Louis
Tues 11:30am Breakout: Safelite Matt Weger, Safelite
Mon & Tues 12:30 - 6:30pm
12:30 - 5:00pm Pega Mobility Booths: 1 village w/ 3 booths
Demos: Pega AMP, Pega Mobile, Silverado
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Map of Tech Pavilion
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