CAMBRIDGE, Mass., Nov. 15, 2018 /PRNewswire/ -- Pegasystems
Inc. (NASDAQ: PEGA), the software company empowering digital
transformation at the world's leading enterprises, today announced
it received the highest scores in three of the four analyzed use
cases in Gartner's 2018 Critical Capabilities for the CRM
Customer Engagement Center (1) report. Pega ranked highest in
the global, business-to-business, and complex processes use case
categories and placed third in the business-to-consumer use
case.
Gartner evaluated 13 CRM vendors as part of the Critical
Capabilities report — a companion report to the Gartner Magic
Quadrant for the CRM Customer Engagement Center (2) report in which
Pega was named a Leader for the ninth consecutive year. In the
Critical Capabilities report, products were evaluated across the
following capabilities: case management, knowledge management,
integration, digital engagement, mobile app support, real-time
guidance, predictive customer analytics, social media engagement
management, automation of engagements, and workflow.
Anyone who's driven a car, used a credit card, called customer
service, opened a bank account, flown on a plane, submitted an
insurance claim, or performed countless other everyday tasks has
likely interacted with Pega. Its Global 3000 customers rely on
Pega's dynamic solutions and strategic applications to
drive excellence in sales, marketing, customer service, and
operations. Pega Infinity™, Pega's digital transformation suite,
enables businesses to improve customer engagement and operational
efficiency with its unified end-to-end solution. With real-time
omnichannel AI at its core, Pega anticipates issues and provides
next-best-action guidance to enable consistently superior customer
experiences on the front end. Meanwhile, digital process automation
(DPA) drives business processes on the back end to ensure all work
gets done effectively and efficiently.
This report is among recent analyst recognition of Pega's
customer engagement capabilities. Pega was named a Leader in the
following recent reports: The Forrester New Wave™: Digital
Decisioning Platforms, Q4 2018 (3), The Forrester Wave for
Cloud-Based Dynamic Case Management (4), The Forrester Wave:
Real-Time Interaction Management, Q2 2017 (5); and Ovum's Customer
Engagement Platform Decision Matrix report (6).
Quotes & Commentary
"No matter how flashy the interface or how cutting edge the
features, if the customer experience doesn't work seamlessly across
all channels from end to end, it will not meet your customer's
expectations," Kerim Akgonul, senior vice president, products,
Pegasystems. "Pega offers a unified CRM software suite powered by a
centralized AI 'brain' that optimizes all interactions across the
entire customer journey – from sales, to marketing, to customer
service. We believe this latest recognition from Gartner further
reinforces Pega as a leader in supporting organizations on their
continuous digital transformation journeys."
Supporting Resources
- Analyst Report: Gartner Critical Capabilities for the CRM
Customer Engagement Center
- Solution background: Pega Infinity™
- Whitepaper: Artificial Intelligence and Improving the Customer
Experience
1.
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Gartner, Inc.,
"Critical Capabilities for the CRM Customer Engagement Center,"
Nadine LeBlanc, Brian Manusama, November 7, 2018
|
2.
|
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Gartner, Inc., "Magic
Quadrant for the CRM Customer Engagement Center," Michael Maoz,
Brian Manusama, May 16, 2018, and before 2013, this report was
titled "Magic Quadrant for CRM Customer Service Contact
Centers"
|
3.
|
|
Forrester Research,
"The Forrester New Wave™: Digital Decisioning Platforms, Q4 2018,"
by John R. Rymer and Mike Gualtieri, with Christopher Mines, Sara
Sjoblom, and Andrew Reese, October 18, 2018
|
4.
|
|
Forrester Research,
"The Forrester Wave™: "Cloud-Based Dynamic Case Management, Q1
2018," by Craig Le Clair, with Glenn O'Donnell, Robert Perdoni, and
Diane Lynch, March 8, 2018
|
5.
|
|
Forrester Research,
"The Forrester Wave™: Real-Time Interaction Management, Q2 2017,"
Rusty Warner with Mary Pilecki and Clare Garberg, June 6,
2017
|
6.
|
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Ovum, "Decision
Matrix: Selecting a Customer Engagement Platform, 2018-19," by
Jeremy Cox and Mila D'Antonio
|
Gartner Disclaimer:
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, 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
PlatformTM – empowers people to rapidly deploy and
easily extend and change applications to meet strategic business
needs. Over its 35-year history, Pega has delivered award-winning
capabilities in CRM and digital process automation (DPA), 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
Audet
Pegasystems Inc.
sean.audet@pega.com
(617)
528-5230
Twitter: @pega
All trademarks are the property of their respective
owners.
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SOURCE Pegasystems Inc.