Pegasystems Positioned as a Leader in Leading Analyst Firm’s 2012 Magic Quadrant for CRM Customer Service Contact Centers
CAMBRIDGE, Mass. – April 17, 2012 – Pegasystems Inc. (NASDAQ: PEGA) today announced that it has been positioned as a leader in the “Magic Quadrant for CRM Customer Service Contact Centers,” issued by Gartner, a leading independent technology research firm. Pega was identified among the leaders in an evaluation of 10 vendors included in the report.
The report identifies that the “Business requirements for customer-centricity start with consistent customer service across all channels, including the social media.”1 The report also signals an important change in customer expectations for social and mobile, “By 2013, many industries (for example, telecommunications, travel, financial services and high-tech consumer products) implicitly will include in their definitions of a CRM customer service contact center access to mobile users and community participation in knowledge creation. Throughout 2012 and 2013, agent real-time access to a view into the customer's activity — including Facebook, on the organization's website and beyond — will be attempted by 15% of customer service centers.” 1
Pegasystems’ customers benefit from a unified solution that delivers multi-channel CRM, including new social and mobile channels, with industry-leading business process management, marketing automation, predictive analytics, decision management and dynamic case management. Customers have leveraged the company’s cloud offering to be able to move freely between public and on-premise deployment models. Pegasystems expedites time to value with tailored versions specific to industries such as insurance, financial services, healthcare, communications, and government agencies.
“We in the CRM industry today need to address the real challenge of customer centricity. The old way of looking at customer service with siloed service channels working against one another, is not satisfying today’s mobile and social savvy connected consumer,” said Alan Trefler, Founder and CEO of Pegasystems. “At Pegasystems, we have dedicated ourselves to addressing the most challenging service fulfillment and multi-channel needs of the world’s most sophisticated and large organizations. Our customers’ success proves that the era of monolithic data-centric CRM is over. Today’s customer centric organizations want to empower their customers, use analytics including Big Data to predict and personalize service, and intelligently automate service fulfillment requests regardless of channel.”
1 Gartner, Inc., “Magic Quadrant for CRM Customer Service Contact Centers, 2012,” Michael Maoz, Apr. 12, 2012
* About the Magic Quadrant
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