Pegasystems Recognized as a Leader in New Gartner Customer Engagement Centers MQ

Report evaluates 14 CRM Business Applications for Customer Service Engagement solutions.

CAMBRIDGE, Mass. – April 29, 2014Pegasystems Inc. (NASDAQ: PEGA) today announced that it has received an improved leadership position in Gartner, Inc.’s April 24, 2014 “Magic Quadrant for the CRM Customer Engagement Center, 2014.” Pegasystems was identified as one of the four leaders in an evaluation of 14 vendors included in the report.

Gartner’s definition of customer engagement center (CEC) extends CRM to reflect new digitalized and omni-channel forms of customer engagement. “The CRM customer engagement center refers to a logical set of business applications and technologies 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 reactive 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 believe the successes of our many global clients improved our position as a leader in both ability to execute and vision in this Magic Quadrant in 2014,” commented Alan Trefler, Founder and CEO of Pegasystems, and author of the forthcoming book Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation.[2] “We now live an era where empowered customers have effectively turned the table on the organizations that market to and serve them. This MQ defines what it means to be a responsive, digitalized business, seamlessly integrating cross channel customer processes that leverage analytics to continually drive the next best action for every interaction.”

 

Supporting Resources:

 

[1] Gartner, Inc.,  “Magic Quadrant for the CRM Customer Engagement Center, 2014,” Michael Maoz, April 24, 2014

[2] Alan Trefler, Build for Change: Revolutionizing Customer Engagement through Continuous Digital Innovation, due to be published in June 2014 by Wiley & Sons.

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 www.pega.com.

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