PEGA MOBILITYA PEGA PLATFORM WHITEPAPER

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BackgroundMobile devices now outnumber computers as a means of connecting to the Internet. This new mobile ubiquity

presents opportunities for the enterprise to reduce costs, streamline operations, and increase satisfaction across

customer service, sales, marketing, and operations.

But don’t build another silo. Companies attempting to “get mobile” or think “mobile first” are finding that simply

building dozens of mobile apps does not automatically produce the hoped-for benefits. Mobile is different,

and building and deploying mobile apps requires different skills and tools than other applications. But when

the “mobile developers” are distinct and separated from the enterprise application teams, problems can arise.

Employees and customers seeking consistent answers and support through disconnected channels become

frustrated and unproductive.

Successful applications function well across all channels, completely independent of the device from which they’re

accessed. And successful digital enterprises deliver a seamless user experience across all channels, providing

customers and employees with the service they expect, when and where they want it.

Enter Pega MobilityPega Mobility is the umbrella term for the products, features, and capabilities from Pega that enable enterprises

to deliver applications with a seamless user experience across channels.

It’s not just about technology. Most mobile projects in the enterprise start with the suggestion “we need to be able

to ____ from our phones!” The blank can be filled with wide range of functions from the simple “access customer

account info” to the complex “diagnose a repair issue, check inventory, and order parts if necessary.” Regardless

of the business problem being solved, the next step in developing a mobile app usually turns into a technical

discussion about the relative merits of native, hybrid, Web, SDKs, APIs, cross-platform, MADP, cloud services, B2B,

B2C, and on and on.

Pega Mobility includes all the technology required to meet the most demanding mobile requirements. But which pieces

to use are determined by the business problem being addressed and not by technology preferences or trends.

Pega Mobility enables enterprises to:

� Access any business process from any mobile device

� Publish any business process as a standalone mobile app

� Embed any business process in an existing mobile app

� Build a new business process and mobile app from scratch using open tools

Pega Mobility Advantages Derive From Pega 7Pega 7 is a unified platform for building complex enterprise applications. The advantages of the Pega 7 platform

are the speed with which applications can be deployed and the ability to easily evolve applications as business

requirements change. Pega 7 translates business requirements directly into functioning applications without

manual programming (writing code). When business requirements change, as they always do, the application is

updated simply by updating the requirements directly. Because the application derives directly from the business

model, this development method is sometimes called “model-driven.” This approach embodies Pega’s philosophy

of Build for Change®.

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Pega Mobility provides the flexibility for enterprises to:

� Develop mobile apps 100% “in the model”

� Develop pieces of mobile apps in the model, and pieces of the same app with code-based tools

� Develop mobile apps entirely with code-based tools

Mobile apps developed in the model, partially or fully, inherit the Build for Change advantages of speed and adaptability

directly from Pega 7.

Access any business process from any mobile device with Pega 7To keep mobile app development 100% “in the model,” mobile developers can rely on the responsive design of

the Pega 7 platform to run any application in a mobile browser.

BEFORE PEGA 7Developers write thousands of lines of code in

hopes of replicating the process described to

them by business professionals.

WITH PEGA 7Developers use graphical tools to describe the business

process as captured directly from the business.

Applications are built in Pega 7 by directly capturing business objectives through easy-to-read forms and visual

tools. Rather than drawing on a white board or a napkin, business professionals chart processes using a capability

allowing them to Directly Capture Objectives, which is equally intuitive. Developers break the process steps down

to component parts not by writing code, but by building flow charts and workflows in a graphical interface. In the

Designer Studio developers employ drag-and-drop graphical tools to draw a flow chart of the application. Smart

Shapes help streamline the definition of common functions like send an email, initiate cascading approvals, or

attach documents or images.

Because Pega 7 employs modern CSS-driven layouts with responsive and adaptive user interface design

principles, the finished app can run effectively in a browser regardless of device, size, or orientation.

Responsive Web design means that the application adapts the layout to the screen size and orientation. This is

accomplished by using fluid, proportion-based grids and CSS3 media queries that allow the page to use different

CSS style rules based on device characteristics. In practice this means that navigation, menus, pick lists, etc. are

always displayed in a device-specific way.

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As a user moves from a desktop to a tablet to a phone the navigation collapses to fit the smaller screen size and

orientation, reorganizing columns from side-by-side horizontal layouts to vertical, and menus from visible lists to

thumbnail icons. This all happens automatically with no action required of the user and no special UI design by the

developer. An application designed in Pega 7 runs seamlessly across devices.

Pega 7 also includes enhanced mobile controls for applications that can leverage specific device features. In

addition to the adaptive and responsive user interface, specialized controls are available for device-specific

features such as:

� Signature capture

� Camera and camera roll (take a photo or use existing)

� Barcode scanning

� GPS, including embedded maps, movable markers, and location update

Each of these device capabilities is implanted via a single UI control in the model. When the application is running

on a desktop, the control defaults back to the appropriate desktop control (e.g., file browser).

So, Pega 7 is a platform that builds mobile-ready applications right out-of-the-box. Any Pega 7 application can

be deployed across mobile devices with no additional work by developers. But sometimes business needs

dictate that mobile apps be packaged standalone, distributed via an app store and managed separately from the

enterprise applications. With Pega 7, that’s not a problem.

Publish any business process as a standalone mobile app with Pega Mobile Client

Another way to keep mobile app development 100% “in the model,” is to deploy an application as a standalone

mobile app using the Pega Mobile Client. With Pega Mobile Client almost any Pega application can be deployed as

a standalone mobile app for iOS or Android devices, distributed via public or private app stores, and installed by

users like any other app on their devices.

Pega Mobile Client works by providing a secure container on the mobile device that communicates with a

client interface in Pega 7, enabling centralized deployment of enterprise grade apps regardless of device type.

Deploying HTML5 Web code to the Pega Mobile Client produces a secure hybrid app that leverages device

features unavailable in a pure responsive Web implementation, and automatically benefits from Pega 7’s security,

integration, and management features.

The same Pega 7 application is shown on three different devices. The application functionality is identical, but the

user interface display is automatically adjusted for the size and shape of the screen.

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The Pega Mobile client is brandable so the finished app looks and feels like a custom, native app. Enterprise apps

deployed via Pega Mobile Client can be automatically updated over-the-air without user action or permission

required. If a user leaves the company or a device is lost/stolen, the entire app and its associated data can be

removed remotely.

The most recent release of Pega 7 includes a Pega Mobile Client that is 75% smaller and 50-100% faster than

previous versions. Ideal for mobile field worker apps, the Pega Mobile Client incorporates secure local storage

along with guaranteed store-and-forward messaging. This means mobile apps can continue to function even

when network connectivity is limited or nonexistent. For field workers who perform service in poor connection

areas (remote locations, basements, elevators, hospitals, oil wells, etc.), offline functionality is a baseline

requirement, and Pega Mobile Client is the solution.

Embed a business process in an existing mobile app with Pega Mobile Mashup SDK

Many enterprises already have consumer-facing apps in the public app stores and their challenge is now one of

driving adoption, increasing usage, and improving customer satisfaction. Best-in-class mobile apps provide an

opportunity for consumers to take actions on their own behalf at the time and place of their choosing, without

requiring human intervention from a customer service rep. Think about booking a hotel room, upgrading service,

reporting a problem or purchasing tickets. Mobile users demand that this functionality be available to them on

their devices.

Frequently those actions require interfacing with some form of backend system (reservations, accounts, technical

support, dispute resolution, etc.). When Pega 7 powers the backend process, it’s possible to insert that process into

an existing app to enable customer self-service. customer self-service. This capability can greatly enhance the value

of consumer-facing (B2C) apps, or broaden and deepen the capability of enterprise (B2E) apps. Inserting a process

into an existing app is sometimes called a “mashup” and is accomplished by the Pega Mobile Mashup SDK.

Any Pega 7 application can be packaged as a standalone app, downloadable

from app stores, to leverage mobile device features like GPS, camera, barcode

scanner, signature capture, or push notifications

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In the diagram above, a process was developed in-the-model to build a customer service application. Since the

application primarily guides the customer service agent through screens to capture customer information about

the issue to be resolved, this is a prime candidate for customer self-service. Using the Pega Mobile Mashup SDK

these screens can be embedded in an existing mobile app and presented directly to the customer on a mobile

device. The customer can enter their own information, including long-form problem description or complaint, to

log the issue and initiate appropriate assignment for resolution.

The Pega Mobile Mashup is an iOS and Android Software Development Kit consisting of an API and sample

code for native mobile app developers. To build and run native mobile apps that make use of the SDK Libraries

features, developers simply include the library files in their Xcode or Android Java projects along with the

necessary include folders and *.bundle files.

Build a new business process & mobile app from scratch with mobile tools

Many enterprises have an existing investment in mobile technology, tools, and development staff. In order to

leverage these resources effectively Pega makes it easy to connect to the Pega 7 platform via REST APIs using the

Pega Mobile SDK, or software development kit.

The Pega Mobile SDK provides everything necessary to build mobile apps with custom native UI and UX using

Pega 7 as the backend for business process, case management, or enterprise gateway capabilities.

The SDK includes APIs, client libraries, documentation, sample code, and demo apps. The APIs provide interfaces

to cases, data, enterprise security, and even documentation. Native libraries for iOS (Objective C), Android (Java),

and client libraries for Pega 7 REST APIs are included.

The Pega Mobile SDK provides a solution when requirements dictate building mobile apps with a custom native

UI using traditional code-based approach, but still leverage Pega 7 as the back end.

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Enterprise Mobility ManagementThe window into the Pega Mobility environment is Pega Mobile Manager, a central control panel for monitoring and

managing the entire mobile ecosystem including apps, devices, users, and data. Pega Mobile Manager provides a

simple, touch-friendly interface that’s as easy to navigate on a tablet or smartphone as on a desktop browser.

MOBILE APP MANAGEMENT Apps are deployed on the Pega 7 platform and made

available to users simply by dragging and dropping the

app assets into the Mobile Manager console. Developers

have the option to publish apps as Web, hybrid, native, or

via Pega’s patented multi-app managed hybrid container.

Once published, apps appear in the enterprise app

store, or public app stores, based on the administrator’s

instructions and available certificates. Apps can be pushed

to Users based on their assigned Groups and designated as

mandatory or optional.

Administrators have visibility into the performance and

usage statistics for all apps across the entire user and device

population. Updates and upgrades can be pushed live by

incrementing the version number and publishing the new

assets, maintaining a history of app versions. Apps can be

uninstalled or updated over-the-air without requiring any

action on the part of the user.

MOBILE DEVICE MANAGEMENT Pega Mobile Manager includes device management

capabilities for mobile administrators. Users wishing to

access corporate assets can be required to register their

device or devices can be automatically registered as either

personal or corporate assets. Once registered, device

properties are retrieved and monitored for compliance and

app updates can be managed remotely. Individual apps

and data or the entire device can be wiped remotely in the

event of employee separation or lost/stolen device. Access to

apps can be restricted based on User or Device registration

information. Access policies are set and monitored in one

central place for consistency, control, and compliance.

Users can be created and updated manually by the

administrator or imported in bulk from Directory Servers. User

authentication and authorization are then integrated with

enterprise systems, providing for easier adoption among users.

Users can be assigned to Groups where app permissions and requirements reside, and assigned Roles where platform

privileges are controlled. Users are associated with registered devices so that the entire user/app/device universe is visible

and monitored by the mobile administrator.

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USERS � Automated authentication and authorization

� Create user Groups, assign Roles to individuals

� Privileges determined by groups, roles

� Add, edit, remove users and associated devices

DEVICES � Secure registration, automated enrollment

� Remote wipe of apps and data, or entire device

� Store and report device properties, compliance

APPS � Public or private (enterprise) app stores

� Installs, updates, uninstalls pushed automatically

� Hybrid, multi-app hybrid, native, Web apps

� Control Pega apps and/or any other mobile apps

DATA � Automated authentication and authorization

� Communication channel encryption to Client

� Remote wipe of apps and data, or entire device

MONITORING & CONTROL

� Centralized dashboard for reporting

� Ability to generate ad hoc platform queries

Management Features Summary

ABOUT PEGASYSTEMS

Pegasystems develops strategic applications for sales, marketing, service and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 500 customers include the world’s largest and most sophisticated enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use and global scale.

For more information, please visit us at WWW.PEGA.COM

© 2015 Pegasystems, Inc. All rights reserved. All trademarks are the property of their respective owners.