Gartner Magic Quadrants for iBPMS AND CRM Customer Service Contact Centers
Pegasystems’ Build for Change® platform is positioned in the Leaders Quadrant of the new 2012 Magic Quadrant for iBPMS and 2012 Magic Quadrant for CRM Customer Service. Pega’s iBPMS and CRM are both part of a unified and seamless platform, available on-premise and on the cloud.
For those organizations that are looking to intelligently automate operations, cut cycles times and costs, and continuously improve their processes to achieve strategic goals, the iBPMS MQ is important to read. Gartner has improved its thinking on BPM and the 2012 MQ re-defines the category with new emphasis on “intelligent business operations”. An iBPMS needs to be able to sense and respond to complex business events, leverage predictive analytics and business rules, and is focused on generating business outcomes.
For those organizations that are looking to optimize their customer experience, improve lifetime customer value, increase net promoter scores, drive retention and loyalty, and set new levels of consistent customer service across all channels, the CRM Customer Service MQ is also required reading.
Most businesses today however need to do both: automate operations and optimize customer experience. Gartner, together with most of the industry analysts firms, do not have a category that covers both software categories. If they did, the Pega product, as a leader in both the iBPMS MQ and CRM Customer Service MQ, would likely be the only one listed in this new category.
Put another way, if you are looking for CRM software you should ask yourself whether it can also intelligently automate your operations. And if you are looking for BPM you should ask whether it can also optimize customer experience.
Reading both of these 2012 Gartner MQs will reveal an opportunity that Pegasystems clients have already discovered – you can do both at once.
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Gartner Magic Quadrant
Gartner Magic Quadrant for CRM Customer Service Contact Centers 2012
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