Pegasystems Recognized as a Leader in Process-Centric Customer Service

CAMBRIDGE, Mass., May 24, 2007 — Pegasystems (Nasdaq: PEGA), the leader in unified process and rules technology, today announced that the company has been named a leader in The Forrester Wave: Customer Service Management Software, Q2 2007. This recent report recognizes Pegasystems Customer Process Manager (CPM) as a leading customer service solution for process-centric customer service management.

According to the companion report, The Forrester Wave Vendor Summary, Q2 2007, "Pegasystems offers a comprehensive architecture and BPM platform to handle complex customer service requirements. Overall, Pegasystems provides best-of-breed support for customer service needs with strong call center infrastructure, solid workflow capabilities, and robust agent support."

Forrester evaluated 22 leading vendors' 26 product offerings across 180 customer services-specific evaluation criteria and segmented the vendors into three subsections — record-centric, interaction-centric and process-centric. The overall criteria examined the vendor's current offering, strategy, and market presence through past research, user need assessments, product demos, and customer interviews. Pegasystems CPM framework was recognized as a leader in process-centric customer service management based primarily on the robust customer service capabilities in the current version and future strategy.

"In this report, Forrester details some of the advantages process-centric solutions are bringing to today's organizations and recognizes Pegasystems as a leader in delivering this new breed of solution," said Alan Trefler, chairman and CEO, Pegasystems. "Pegasystems solution, based on its leading rules-driven BPM suite, offers the industry's only rich framework of contact center processes that is designed to Build for Change® to drive superior customer loyalty, productivity, and growth through intent-driven customer service. We are delighted that Forrester has recognized Pegasystems success in delivering process-centric solutions and for acknowledging us as an industry leader."

To learn more about Customer Process Manager or Pegasystems performance in this and other Waves, please visit

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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