Pegasystems Positioned in Visionary Quadrant in Leading Analyst Firm's Customer Service and Support Suites Report Business Process Management Is Reshaping Customer Service and Support Software

CAMBRIDGE, Mass., April 25, 2005 — Gartner, Inc.'s "Magic Quadrant"(a) report evaluating the leading companies in the CRM Customer Service and Support market positions Pegasystems (Nasdaq: PEGA) in the "Visionary" quadrant, Pegasystems Inc. announced today.

"Products built around business process management are reshaping customer service and support software in the contact center," said Michael Maoz, Vice President and Research Director, Gartner Research in the report.

Built on Pegasystems' rules-driven business process management platform, Pegasystems' customer service and support frameworks help extend the reach of customer-relationship solutions. The frameworks feature packaged business processes and rules that automate complex service requests by integrating with, and driving value from, back-end systems in real time. By unifying front-end solutions with automation efficiencies to complete the often complex and detailed follow-up activities associated with customer interactions, Pegasystems offers differentiated customer service solutions.

Pegasystems' customer service and support solutions feature built-in intelligence that guides customer service representatives through tasks. Pegasystems' frameworks can eliminate wasteful toggling between applications by automatically queuing business processes based on an organization's policies. These guided, intelligent workflows enable companies to provide a standard level of service across all departments. Pegasystems' rules foundation gives companies the agility to respond to changing customer, market, and competitive conditions by implementing new objectives and/or processes in days, not months.

Pegasystems offers general-purpose and industry-specific customer service frameworks that leverage more than 20 years of experience helping Fortune 500 and other leading corporations. The frameworks provide:

  • Process automation and systems integration that minimize manual work and non-customer-facing activities such as data retrieval from multiple systems;
  • Interaction Driver, which prompts agents with suggested processes such as when customers have an open service case, or have missed a payment;
  • Smart Dialog scripts that ensure agents comply with best practices and prompt for system messages or disclaimers; and
  • Guided processing that enable front-line agents to complete even the most complex service requests, reducing call transfers and training times.

"We are delighted with the recognition that our BPM platform, along with our best-practice solution frameworks, can provide significant benefits to our customers in the customer service and support area," said Samir Gulati, Vice President, Corporate Marketing, Pegasystems.

(a) Magic Quadrant for CRM Customer Service and Support Applications, 2005, March 21, 2005 by Michael Maoz. Gartner Magic Quadrants provide an analysis of a particular marketplace and how vendors measure against each other at a specific time in that marketplace. According to Gartner, Visionaries have a clear vision of market direction and are focused on preparing for that, but they can still improve in terms of optimizing service delivery. Gartner Magic Quadrants provide an analysis of a particular marketplace and how vendors measure against each other at a specific time in that marketplace.

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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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.


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