Pegasystems Inc. (NASDAQ:PEGA), the software company empowering customer engagement at the world’s leading enterprises, today announced at PegaWorld that Forrester Research has named Pegasystems a leader in the latest The Forrester Wave™ report evaluating Real-Time Interaction Management (RTIM) solutions.
In the report The Forrester Wave™: Real-Time Interaction Management, Q2 2017 (1), Forrester evaluated Pega among 12 vendors that were scored against 32 separate criteria. Pega received the highest scores possible in the vision, supporting services, solution packaging and delivery, and commercial model criteria and among the highest in the integration criteria.
Forrester notes in the report: “Pega’s value lies in consistent decision making across business roles, and we spoke with customer references who are using it to fuel cross-functional RTIM within marketing, sales, and service for tens to hundreds of millions of customer records.”
The report earlier states: “The Pega Customer Decision Hub builds on Pegasystems’ traditional decision management capabilities for offline channels to enable personalized email, mobile, social media, web, and eCommerce interactions. It further extends its next-best-action analytics via integrations with adtech platforms and directly with advertising channels.”
In addition, Forrester writes that “Pegasystems aligns across business functions,” and notes, “One reference praised its ‘unified approach versus a bunch of things stitched together.’”
Pega® Customer Decision Hub enables businesses to continually adapt their customer engagement strategies using historic and contextual data throughout the customer journey. This means customers receive the best service, offers, and recommendations at the right time on the right channel. Pega uses artificial intelligence to power end-to-end journeys that deliver a more satisfying customer experience, generate deeper brand loyalty, and grow business revenue.
Pega has also been recognized as a leader by several influential analyst firms for its customer engagement solutions, including Gartner’s Magic Quadrant for CRM Customer Engagement Center (2); the Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17 (3); and The Forrester Wave™: CRM Suites For Enterprise Organizations, Q4 2016 (4).
Pega announced the news today at its annual PegaWorld conference, being held at the MGM Grand in Las Vegas from June 4-7. PegaWorld is gathering more than 4,000 global industry leaders and innovators to discuss how to overcome customer engagement challenges facing businesses today. For more information, visit https://www.pega.com/events/pegaworld.
“Businesses engage their customers in an endless series of ‘moments of truth’ that can happen anywhere and everywhere -- at the branch, on a mobile device, through the call center, on social media, or through an online ad,” said Rob Walker, vice president, decision management and analytics, Pegasystems. “We believe this recognition by Forrester further validates how the Pega Customer Decision Hub enables organizations to deliver consistently superior experiences with real-time intelligence that meets customer needs across channels.”
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 www.pega.com.
Forrester Research: The Forrester Wave™: “Real-Time Interaction Management, Q2 2017,” Rusty Warner with Mary Pilecki and Clare Garberg, June 6, 2017
Gartner, Inc., “Magic Quadrant for the CRM Customer Engagement Center,” Michael Maoz, Brian Manusama, May 8, 2017
Ovum Decision Matrix: Selecting a Customer Relationship Management Solution, 2016-17
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, 2016
Source: Globe Newswire