Pegasystems Positioned as a Leader in Leading Analyst Firm’s 2013 Magic Quadrant for CRM Customer Engagement Centers
Recognition based upon completeness of vision and the ability to execute.
CAMBRIDGE, Mass. – May 20, 2013 – Pegasystems Inc. (NASDAQ: PEGA) today announced that it has been positioned as a leader in the “Magic Quadrant for CRM Customer Engagement Centers,” issued by Gartner, a leading independent technology research firm. Pega was identified as one of three leaders in an evaluation of 13 vendors included in the report.
“Gartner's 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of ‘any channel’ customer service engagement.”1 The report demonstrates an evolution of Gartner’s classification for CRM solutions for customer service stating, “The CRM customer engagement center (CEC) refers to a logical set of technologies and business applications that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide service to customers as they move among communications channels — including social media — while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers.”1
“We welcome the new clarity that Gartner’s 2013 MQ for Customer Engagement Centers offers to CRM professionals,” said Alan Trefler, Founder and CEO of Pegasystems. “Our clients have a renewed sense of urgency about engaging more intelligently and consistently with their customers. They want to anticipate and predict what customers prefer, to actually know the next best action. They want to engage with their customers across any channel – Web self-service, social, mobile, branch, and also at sizeable call centers handling complex processes and especially massive call volumes. They also want to eliminate the gaps that keep marketing and sales and service fulfillment and field services siloed from one another. Last year, the Gartner Customer Service MQ focused on ‘Customer Contact Centers’. The new name and focus on ‘Customer Engagement Centers’ is exactly the reminder that the industry needs. Customer engagement is a commitment and mission shared by the whole company, and not just the ‘customer service’ silo.”
1 Gartner, Inc., “Magic Quadrant for CRM Customer Engagement Center, 2013,” Michael Maoz, May 13, 2013
* About the Magic Quadrant
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Pegasystems (NASDAQ: PEGA) develops strategic applications for marketing, sales, service, and operations. Pega’s applications streamline critical business operations, connect enterprises to their customers seamlessly in real-time across channels, and adapt to meet rapidly changing requirements. Pega’s Global 3000 customers include many of the world’s most sophisticated and successful enterprises. Pega’s applications, available in the cloud or on-premises, are built on its unified Pega 7 platform, which uses visual tools to easily extend and change applications to meet clients’ strategic business needs. Pega’s clients report that Pega gives them the fastest time to value, extremely rapid deployment, efficient re-use, and global scale. For more information, please visit us at www.pega.com.
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