Pegasystems Named a Leader in Real-Time Interaction Management By Top Analyst Firm

Report notes that Pegasystems “has expanded its next-best-action capabilities from the contact center to address sales, service, and marketing channels”

CAMBRIDGE, Mass. – July 29, 2015 – Pegasystems Inc. (NASDAQ: PEGA), the software company empowering the world’s leading enterprises with strategic business applications, today announced that Forrester Research has named Pegasystems a leader in the new The Forrester Wave™ report evaluating Real-Time Interaction Management (RTIM) solutions. Forrester ranks Pegasystems with the highest score in the ‘current offering’ category and as one of only two vendors positioned as a leader.

In the report, The Forrester Wave™: Real-Time Interaction Management, Q3 2015 (1), Forrester evaluated 35 different criteria for vendors of RTIM, which the firm defines as: “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.”

Forrester makes the following observations in the report: “Merging powerful analytics with business rules management, Pegasystems has expanded its next-best-action capabilities from the contact center to address sales, service, and marketing channels.” The report continues: “References from the growing Pega Customer Decision Hub user base represent some of the largest RTIM environments in this study and provide favorable reviews for customer data management, recommendation engine functionality, and offer optimization.”

This report follows a string of recognition from industry analysts for what Pega believes is its distinctive end-to-end customer relationship management (CRM) applications. Pega was recently named as a leader in Forrester Research’s, The Forrester Wave™: CRM Suites for Large Organizations, Q1 2015 (2) and Gartner’s Magic Quadrant for the CRM Customer Engagement Center 2015 (3); and was included in Gartner’s Magic Quadrant for Multichannel Campaign Management 2015 (4). 

Pegasystems leverages sophisticated analytics and business rules in real time, which constantly evaluate the context of each customer interaction with predictive insights. It then balances those insights with business goals to dynamically recommend the most relevant action, offer, content, and channel. This Next-Best-Action capability enables businesses to better engage customers with the right message at the right time on the right channel to drive better brand experiences and enhance the lifetime value of each customer.

Quotes & Commentary:

“In our hyper-connected world, businesses can no longer fall back on static marketing campaigns, stale customer service playbooks, or canned sales pitches,” said Alan Trefler, Founder and CEO, Pegasystems. “Customers increasingly expect engagement that reflects what they are seeing, feeling, and doing in the moment. This recognition from Forrester reaffirms our belief that Pegasystems provides organizations with an unmatched ability to dynamically adjust to the needs of their customers and provide the kind of experiences that foster exceptional brand loyalty while ultimately extending customers’ lifetime value.”

Supporting Resources:

Analyst Report: The Forrester Wave™: Real-Time Interaction Management, Q3 2015

Pega Video: Next Best Action

Pega Press Release: Pegasystems Positioned as a Leader in CRM, BPM-Platform-Based Case Management, and iBPMS in Three Industry Reports by Two Leading, Independent Analyst Firms

Pega Press Release: Pegasystems Positioned as a Leader in Gartner’s Magic Quadrant for the CRM Customer Engagement Center


1 Forrester Research: The Forrester Wave™: “Real-Time Interaction Management, Q3 2015,” Rusty Warner with Srividya Sridharan, Olivia French and Matthew Izzi, July 29, 2015

2 Forrester Research: The Forrester Wave™: “CRM Suites for Large Organizations, Q1 2015,” Kate Leggett, with Stephen Powers, Fraser Tibbetts, and Arelai Ephraim, March 25, 2015

3 Gartner, Inc., “Magic Quadrant for the CRM Customer Engagement Center,” Michael Maoz, Jim Davies, April 27, 2015

4 Gartner, Inc., “Magic Quadrant for Multichannel Campaign Management,” Adam Sarner, Julie Hopkins, Jennifer Polk, Mike McGuire, April 13, 2015

About Pegasystems

Pegasystems Inc. is the leader in software for customer engagement and operational excellence. Pega’s adaptive, cloud-architected software – built on its unified Pega Platform™ – empowers people to rapidly deploy, and easily extend and change applications to meet strategic business needs. Over its 35-year history, Pega has delivered award-winning capabilities in CRM and digital process automation (DPA), powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results. For more information on Pegasystems (NASDAQ: PEGA) visit

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.


Press Kit


Media Contacts

Lisa Pintchman
VP, Corporate Communications
+1 617-866-6022

North America:
Sean Audet
Director, Corporate Communications
+1 617-528-5230

Ilena Ryan
Sr. Manager, Public Relations
+1 617-866-6722

Joanna Richardson
Director, Corporate Communications
+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
+44 (0) 118 9398 584

Pegasystems Inc.
One Rogers St.
Cambridge, MA 02142
Phone +1 617-374-9600
Fax +1 617-374-9620