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Analyst Report

Pegasystems Named a Leader in Real-Time Interaction Management

Pegasystems was cited as a leader and received the top score in the strategy and current offering categories amongst 12 vendors evaluated against 33 criteria in The Forrester Wave™: Real-Time Interaction Management, Q1 2019. Pega received the highest scores possible in 9 top-level criteria including customer recognition, contextual understanding, decision arbitration and measurement and optimization.

Pegasystems was cited in the report for unifying "RTIM with digital decisioning and process automation."

Excerpts from the report:

"Pegasystems (Pega) embeds its RTIM solution, Pega Customer Decision Hub, in its marketing, sales, and service modules — all part of Pega Infinity, which Forrester recognizes as a Leader for digital decisioning, process automation, and case management."

"Forrester recognized Pegasystems as a Leader in our inaugural RTIM evaluation in 2015, and it continues be a dominant player. Its RTIM investments align well with requirements for customer understanding and brand experience delivery that sit atop its enterprise decision engine. References unanimously cited Pega as a differentiator for their respective businesses."

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The Forrester Wave is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

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