Pegasystems Case Management Capabilities Evaluated in Gartner’s CRM Customer Engagement Center Research Note

This important research note by Gartner explains how case management needs to address both “interaction complexity” and “process complexity”, and sees the most value come from advanced case types that can address process effectiveness and efficiency.


Highlights from the report:

“For CRM customer service, case management is the essential core of the system. A case management system is a software system designed to capture a customer issue and see it through to resolution.”

As the only vendor to named a leader in both Gartner's MQ for CRM for CEC 2017 and MQ for BPM-Based Case Management 2016, Pega knows the secret to an effortless customer experience is to maintain customer context across a case management lifecycle. Download the report to learn how to make case management the core of your customer engagement center.

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About the research: 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. 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. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Pegasystems.