Pegasystems Positioned as a Leader in Leading Analyst Firm's 2011 Magic Quadrant for CRM Customer Service Contact Centers

CAMBRIDGE, Mass. – April 26, 2011Pegasystems 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 12 vendors included in the report.

Gartner’s Magic Quadrant report shows no new vendors in 2011 with three vendors dropped and an increase in separation between the niche vendors, challengers and the leaders from the previous year.  In this report, leaders that remain were identified as demonstrating “market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries.  Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules, and the impact of social networking on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service. The vendor does not necessarily drive a customer toward vendor lock-in, but rather provides openness to an ecosystem. When asked, their clients reply that this product has affected the organizations' competitive position in their markets and helped lower costs. Leaders can demonstrate $50 million in sales to new customers during the past year.”1 In addition, the report also observes that the CRM industry shows “a strong demand for declarative systems that enable flexible logic flows. User organizations prefer the capability to design their own business objects, workflows and business processes, without resorting to vendor support.”1


Pega’s CRM technology empowers business users to take control of the customer experience in real-time across all channels and customer touch points. It offers specialized solution frameworks for healthcare, insurance, financial services, and communications.  With recently published third-party benchmarks reporting near-linear scalability and the industry’s only state-of-the-art CRM cloud solution that offers clients the freedom to move between cloud and on-premise deployments, Pega is emerging as the leading candidate for large call-center renewal projects, service automation initiatives, and enterprise replacements.


“We recognize that delivering an optimized customer experience is a critical yet extremely challenging endeavor for large and complex organizations.  We believe this report confirms the tremendous progress we have made in executing our vision to deliver a unique customer service solution that harnesses the power of our industry-leading BPM platform and enables organizations to rapidly deploy capabilities to dramatically improve their clients’ experiences,” said Alan Trefler, Founder and CEO of Pegasystems.  “Pega CRM is ideal for large-scale deployments to guide every interaction, delivering timely and appropriate recommendations to call center representatives and customers. Through easily configurable processes and work automation, Pega CRM eliminates the incredible amount of ‘behind the scenes’ manual work that is often a barrier to successful customer interactions.”  


1 Gartner, Inc., “Magic Quadrant for Customer Relationship Management, 2011,” Michael Maoz, Apr. 15, 2011


* About the Magic Quadrant

The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


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About Pegasystems

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

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