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Gartner’s 2010 Magic Quadrant for CRM Customer Service Contact Centers is a must-read study for anyone involved in CRM and customer service. Pegasystems is positioned in the Leader Quadrant in the 2010 report.

Gartner’s Magic Quadrant notes that, “We are seeing a much greater need for strong mash-up capabilities that allow organizations to embed existing applications within the service representative’s desktop. We also see strong demand for a development environment within which the user organization can design its own business objects, workflows, and business processes without resorting to vendor support. We expect this demand for composite applications through in-house development, and application extension to the Internet/Web site to accelerate. We continue to see a great need for advanced decision support and complex knowledge-solution capabilities, business rule engines, and customer feedback management.”

According to Gartner, “As was the case in 2009, budget realities will have an impact on the ambitious goal of creating an integrated and consistent customer experience across channels. Corporations, governments, universities and not-for-profit agencies have made promises to their constituents (customers, citizens, students and donors/supporters, respectively); and they are now discovering that a failure to provide fast, personalized, accurate and consistent service is leading to customer defection.”

Pegasystems’ revolutionary Build for Change® technology helps organizations to positively transform customer experience across all channels and customer touch points.