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Analyst Report

Pega named a Leader in the Forrester Wave™: Real-Time Interaction Management (RTIM), Q1 2024

According to the Forrester Report, “Pegasystems dominates enterprise RTIM with its focus on customer-first business value.”

Forrester Wave: Real-Time Interaction Management (RTIM) Q1 2024 graphic

Using fact-based research and objective analytics, The Forrester Wave™ named Pegasystems a Leader with:

  • The top score in Current Offering Category
  • The top score in the Strategy Category
  • Among the top scores in the Market Presence Category

The two biggest challenges for customers of RTIM vendors, as described in the Q1 2024 Forrester Wave™: RTIM Report, are understanding the optimal customer journey and orchestrating customer interactions across marketing, sales, and service. The Forrester Wave recommends that RTIM customers look for providers that maximize cross-functional customer experience (CX) investments, facilitate the adoption of responsible AI, and align customer outcomes with business goals.

The report describes Pega as scoring highly across evaluation criteria with significant strengths in real-time data and analytics management, business logic, and performance optimization. Pega’s reference customers universally praised its Customer Decision Hub (CDH) as the centralized “brain” responsible for orchestrating billions of real-time interactions across an impressive 13 channels (on average).

Read the full Q1 2024 Forrester Wave RTIM Report to learn how "Pegasystems sets the gold standard for enterprise RTIM Implementations."