Analyst Report

Pega scores high in Gartner's 2019 Critical Capabilities for CRM Customer Engagement Center report

Gartner's 2019 CRM Customer Engagement Center Critical Capabilities report recognizes Pegasystems with the top score for B2B and high scores in all 4 categories.

For the third year in a row, Pegasystems scored amongst the first three vendors in Gartner's CRM Customer Engagement Center Critical Capabilities report.

Use case scores from the report:

  • 4.33 out of 5 for Business to Business
  • 4.22 out of 5 for Public Sector
  • 4.22 out of 5 for Global
  • 4.10 out of 5 for Business to Consumer

When it comes to customer service, Pega has been the leading voice in the industry around channel-less interaction, which is now becoming mainstream as businesses adapt to new emerging channels.

As customer engagement centers (CEC) continue to evolve, customer service platforms will remain a key component of exceptional customer service. To meet today’s customer service mandate, Pega Customer Service includes process orchestration, connecting the full customer journey to deliver deep insights and knowledge.

Read the report to learn more.

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Gartner, Critical Capabilities for the CRM Customer Engagement Center, 28 September 2019, Brian Manusama, Nadine LeBlanc, Simon Harrison
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, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.