Pega Receives Highest Scores in Two Use Cases in Gartner’s Critical Capabilities for the CRM Customer Engagement Center
December 26 2017 - 1:09PM
Pegasystems Inc. (NASDAQ:PEGA), the software company empowering
customer engagement at the world’s leading enterprises, today
announced it received the highest scores in the
business-to-business and complex processes use cases in Gartner’s
December 2017 Critical Capabilities for the CRM Customer Engagement
Center (1).
Gartner evaluated 15 leading CRM vendors as part of the Critical
Capabilities report – a companion report to the Gartner Magic
Quadrant for the CRM Customer Engagement Center (2) in which Pega
was named a Leader for the eighth consecutive year. In the Critical
Capabilities report, vendors’ products and services were evaluated
across the following capabilities and weightings: case management,
digital engagement channels, integration, mobile support,
predictive customer analytics, real-time guidance/decision support,
self-service/knowledge management, and social media engagement
management.
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
solutions enable clients to constantly anticipate customers’
changing needs and provide personalized AI-driven recommendations
throughout the customer journey. By engaging customers with
meaningful interactions, Pega clients boost customer satisfaction
while increasing customer lifetime value.
Pega believes this recognition in the Critical Capabilities
report builds on other recent recognition of Pega’s customer
engagement capabilities. Pega was named a leader in The Forrester
Wave™: Real-Time Interaction Management, Q2 2017 (3), The
Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016
(4), and the Ovum Decision Matrix: Selecting a Customer
Relationship Management Solution, 2016-17 (5).
Quotes & Commentary“No matter where
customers engage with a brand, businesses need to deliver the
timely and relevant experiences customers demand and expect,” said
Kerim Akgonul, senior vice president, products, Pegasystems. “Pega
supports organizations as they progress along their digital
transformation journeys, with advanced, AI-powered customer
engagement and digital process automation tools to seamlessly meet
customers’ needs on any channel, at any time. We believe this
latest recognition from Gartner further reinforces Pega as a leader
in empowering end-to-end engagement to help companies improve
customer satisfaction, revenue, and retention.”
Supporting Resources
- Analyst Report: Gartner Critical Capabilities for the CRM
Customer Engagement Center
- Website: Pega Customer Decision Hub
- Data Sheet: Pega Customer Decision Hub
- Gartner, Inc., “Critical Capabilities for the CRM Customer
Engagement Center,” by Brian Manusama, Michael Maoz, December 19,
2017
- Gartner, Inc., “Magic Quadrant for the CRM Customer Engagement
Center,” Michael Maoz, Brian Manusama, May 8, 2017, and before
2013, this report was titled “Magic Quadrant for CRM Custom Service
Contact Centers.”
- Forrester Research: The Forrester Wave™: “Real-Time Interaction
Management, Q2 2017,” Rusty Warner with Mary Pilecki and Clare
Garberg, June 6, 2017
- 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
- Ovum Decision Matrix: Selecting a Customer Relationship
Management Solution, 2016-17
Gartner DisclaimerGartner 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.
About Pegasystems Pegasystems Inc. is the
leader in software for customer engagement and operational
excellence. Pega’s adaptive, cloud-architected software – built on
its unified Pega Platform – empowers people to rapidly deploy, and
easily extend and change applications to meet strategic business
needs. Over its 30-year history, Pega has delivered
award-winning capabilities in CRM and BPM, powered by advanced
artificial intelligence and robotic automation, to help the world’s
leading brands achieve breakthrough business results. For
more information on Pegasystems (NASDAQ:PEGA) visit
http://www.pega.com.
Press Contact:Sean AudetPegasystems Inc.
sean.audet@pega.com(617)
528-5230
Twitter: @pega
All trademarks are the property of their respective owners.
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