Pegasystems Named a Leader in CRM Suites For Enterprise Organizations by Leading Analyst Firm
CAMBRIDGE, Mass. – November 21, 2016 – Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, today announced that Forrester has named Pega a Leader in The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016 (1).
Forrester evaluated the nine most significant CRM suites from eight prominent vendors across 36 different criteria. In the report, Forrester makes the following observation: “Cambridge, Massachusetts-based Pegasystems grounds its CRM strategy in its strengths in business process and case management to orchestrate the end-to-end customer journey in real-time, across communication channels, with predictive analytics for next-best-action capabilities.”
Describing Pega CRM as a suite that “empowers organizations to predictively engage,” the report also notes: “Pegasystems’ strengths lie in its decisioning hub, which models and predicts customer behavior and fuels a service agent’s next best action.” The Pega® Customer Decision Hub, part of Pega’s unified suite of customer engagement applications, uses artificial intelligence to sense and predict customers’ moments of need and automatically orchestrate insight-driven actions across the enterprise.
Pegasystems was recently named a Leader by Gartner in the Magic Quadrant for the CRM Customer Engagement Center (2) and a Market Leader by Ovum in the Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17 (3). Forrester has previously named Pega a Leader in its The Forrester Wave™: Customer Service Solutions For Enterprise Organizations, Q4 2015 (4) and The Forrester Wave™: Real-Time Interaction Management, Q3 2015 (5).
Pega’s end-to-end suite of customer engagement applications for marketing, sales, and service combine its market-leading business rules engine with sophisticated and intelligent real-time analytics. Powered by the Pega Customer Decision Hub, Pega enables clients to constantly anticipate customers’ changing needs and provide personalized recommendations throughout the customer journey. By engaging customers with the right message at the right time on the right channel, businesses can increase customer satisfaction while enhancing the customer lifetime value.
Quotes & Commentary:
“Customers today expect contextually relevant experiences regardless of which channel they choose or where they are on their buying journey, from marketing to sales to customer service,” said Don Schuerman, chief technology officer and vice president, product marketing, Pegasystems. “That means you have to put intelligence and automation at the center of your CRM to anticipate customer intent and streamline every experience. Pega’s CRM suite – recognized as a Leader by Forrester Research – brings real-time artificial intelligence and powerful automation to every engagement.”
1. Forrester Research: The Forrester Wave™: CRM Suites for Enterprise Organizations, Q4 2016,” Kate Leggett, Stephen Powers, Mark Grannan, Sara Sjoblom, Chad Rafferty, and Peter Harrison, November 21, 2017
2. Gartner, Inc., “Magic Quadrant for the CRM Customer Engagement Center,” Michael Maoz, Brian Manusama, May 4, 2016
3. Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17
4. Forrester Research: The Forrester Wave™: “Customer Service Solutions For Enterprise Organizations, Q4 2015,” by Kate Leggett and Ian Jacobs, with Stephen Powers and Danielle Geoffroy, December 13, 2015
5. Forrester Research: The Forrester Wave™: “Real-Time Interaction Management, Q3 2015,” Rusty Warner with Srividya Sridharan, Olivia French and Matthew Izzi, July 29, 2015
Pegasystems Inc. is a leader in software that streamlines business and enhances customer engagement in Global 3000 organizations. With more than 30 years of proven innovation, Pega seamlessly connects organizations with their customers across multiple channels in real time using market-leading CRM, advanced artificial intelligence, and powerful automation. Pega’s adaptive, cloud-architected applications – built on its unified Pega® Platform – empower people with comprehensive visual tools to easily extend and change applications to meet strategic business needs. For more information on Pegasystems (NASDAQ: PEGA) visit www.pega.com.
All trademarks are the property of their respective owners.
The information contained in this press release is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release and timing of any features or functionality described remains at the sole discretion of Pegasystems, Pegasystems specifically disclaims any liability with respect to this information.
Lisa Pintchman Rogers
VP, Corporate Communications
Director, Corporate Communications
Sr. Manager, Public Relations
Director, Corporate Communications
+44 (0) 118 9651 660
PR & Communications Manager
+44 (0) 118 9398 584
One Rogers St.
Cambridge, MA 02142
Phone +1 617-374-9600
Fax +1 617-374-9620