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Analyst Report

Ovum cites Pega Infinity as an “architectural advantage for large-scale, high-volume, and complex environments” in new report

Pega evaluated against eight technology layers of customer engagement platforms

In the report, Advances in Customer Engagement Platforms: 2019–20, Ovum specifically highlights Pega Infinity’s architectural advantage when it comes to supporting dynamic orchestration. Ovum also called out Pega’s Customer Decision Hub, stating “All roads lead to the Customer Decision Hub” and that “Pega sets the bar high for real-time contextually relevant customer engagement.”

Excerpts from the report:

"Its [Pega’s] empathy management capability is an industry first, that equips the company to take the moral high-ground in the field.”

“Rather than operating in silos, the front office departments can act in a coordinated fashion. Pega Infinity's takes a customer journey-centric approach to customer engagement, where each journey can be designed as a case with its own lifecycle and focused on customer outcomes rather than just tasks.”

Read the report to learn more.

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