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Pegasystems recognized as a leader in Gartner’s Magic Quadrant for CRM Customer Engagement Center

Leading analyst firm names Pega a CRM leader for eighth straight year

CAMBRIDGE, Mass. – May 11, 2017 – Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, today announced it has been named a leader in Gartner’s Magic Quadrant for CRM Customer Engagement Center (1) report. This marks the eighth consecutive year Gartner has named Pega a leader in this report.

Gartner evaluated CRM solutions from 15 vendors – five of which were named leaders. In the report, Gartner describes what it takes to be positioned as a Leader: “Leaders demonstrate market-defining Completeness of Vision and the Ability to Execute that vision through products, services, sales figures and solid new references for multiple geographies and industries. Clients report that these vendors deliver high levels of value and return on their investment. These vendors' development teams have a clear vision for the emerging area of customer engagement, the growing influence of AI and the ‘mobile first’ future. They engineer flexible products that have easily changeable business rules. They factor the impact on customer service requirements of advanced analytics, social media engagement and the IoT (including wearable devices).”

Pega’s end-to-end suite of customer engagement applications for marketing, sales, and customer service are powered by Pega® Customer Decision Hub, its market-leading real-time artificial intelligence (AI) engine. Built on Pega® Platform, Pega’s CRM solution enables clients to constantly anticipate customers’ changing needs and provide personalized AI-driven recommendations throughout the customer journey. By engaging customers with the right message, at the right time, on any channel, Pega clients increase customer satisfaction while enhance customer lifetime value.

The unified Pega Platform is the only solution in Gartner’s Magic Quadrant for CRM Customer Engagement Center to also be named by Gartner in both its newly released Magic Quadrant for Multichannel Campaign Management 2017 (2) and its most recent Magic Quadrant for Sales Force Automation 2016 (3). Taken together, Pega believes this uniquely positions it as a unified business transformation platform that drives intelligent customer engagement across marketing, sales, and service.

Pega has also recently been recognized by other influential analyst firms for its CRM solutions. Forrester named Pega a leader in The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016 (4).

In addition, Pega was named a leader by top analyst firms in real-time interaction management, case management, and business process management – three essential elements the company believes are critical to providing the most complete and effective CRM solution. These reports are: Gartner’s Magic Quadrant for BPM-Platform-Based Case Management Frameworks 2016 (5), and Gartner’s Magic Quadrant for Intelligent Business Process Management Suites 2016 (6).

Pega’s latest CRM innovations will be showcased at PegaWorld, Pega’s annual conference to be held June 4-7, 2017 at the MGM Grand in Las Vegas. For more information, visit

Quotes & Commentary

“The CRM market has evolved significantly over the last eight years that Pega has been recognized as a Leader in the Gartner Magic Quadrant for Customer Engagement Centers,” said Kerim Akgonul, senior vice president, products, Pegasystems. “We believe this demonstrates our dedication and track record of success in empowering our clients to lead their markets with the latest customer engagement innovations. From robotic automation and AI to chatbots and virtual assistants, Pega’s end-to-end engagement suite helps our clients not just survive but thrive in today’s fast changing digital reality.”

Supporting Resources:

Analyst report: Gartner’s Magic Quadrant for CRM Customer Engagement Center

Product background: Pega CRM applications

Video: Pega CRM Build for Change

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

1. Gartner, Inc., “Magic Quadrant for the CRM Customer Engagement Center,” Michael Maoz, Brian Manusama, May 8, 2017

2. Gartner, Inc., “Magic Quadrant for Multichannel Campaign Management,” Adam Sarner, Mike McGuire, Jennifer Polk, Noah Elkin, April 11, 2017

3. Gartner, Inc., Magic Quadrant for Sales Force Automation, by Tad Travis, Ilona Hansen, Joanne Correia, Julian Poulter, August 10, 2016

4. Forrester Research: The Forrester Wave™: CRM Suites for Enterprise Organizations, Q4 2016,” Kate Leggett, Stephen Powers, Mark Grannan, Sara Sjoblom, Chad Rafferty, and Peter Harrison, November 21, 2017

5.Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17

6. Forrester Research: The Forrester Wave™: “Real-Time Interaction Management, Q3 2015,” Rusty Warner with Srividya Sridharan, Olivia French and Matthew Izzi, July 29, 2015

7. Gartner, Inc., “Magic Quadrant for BPM-Platform-Based Case Management Frameworks,” by Rob Dunie, Janelle B. Hill, October 24, 2016

8. Gartner, Inc., “Magic Quadrant for Intelligent Business Process Management Suites,” by Rob Dunie, W. Roy Schulte, Marc Kerremans, Michele Cantara, August 19, 2016 (previously Magic Quadrant for Business Process Management Suites)

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Lisa Pintchman
VP, Corporate Communications
[email protected]
+1 617-866-6022

North America

Sean Audet
Director, Corporate Communications
[email protected]
+1 617-528-5230

Ilena Ryan
Sr. Manager, Public Relations
[email protected]
+1 617-866-6722


Joanna Richardson
Director, Corporate Communications
[email protected]
+44 (0) 118 9651 660

Jon Brigden
PR & Communications Manager
[email protected]
+44 (0) 118 9398 584

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