Pega's AI and automation-powered customer service solution helps
service teams work smarter to create optimal experiences during
every interaction
CAMBRIDGE, Mass., Dec. 13,
2023 /PRNewswire/ -- Pegasystems
Inc. (NASDAQ: PEGA), the low-code platform provider empowering
the world's leading enterprises to Build for Change®, today
announced it has been named a Leader in the Gartner Magic
Quadrant for the CRM Customer Engagement Center (1) for the
11th consecutive time.
In the report, Pega was recognized as a Leader among 12 vendors
Gartner evaluated for their completeness of vision and ability to
execute. According to Gartner, the customer engagement center (CEC)
is defined as "a cohesive set of software built around core case
management tools, used to provide customer service and support by
engaging with customers, while intelligently orchestrating the
processes, data, systems, and resources of an organization."
This report recognized Pega Customer Service™, part of the Pega
Infinity™ portfolio of products. Pega Customer Service is an
intelligent service automation platform that provides AI-powered
workflows for customer service at scale. It intelligently guides
and seamlessly automates every customer service journey across the
enterprise so contact center teams and digital channels – including
self-service – are better positioned to deliver personalized,
proactive, and preemptive customer service experiences. Powered by
unified artificial intelligence and workflow automation on a
low-code platform, the solution helps accelerate resolution for
customers across a multitude of channels and streamlines the
experience for agents with intelligent guidance.
This recognition comes after Pega's inclusion in other
recent analyst reports for its customer engagement capabilities,
such as being named a Leader in The Forrester Wave™: Core CRM
Solutions, Q3 2022 report (2). Pega was also recognized in
the 2023 Gartner Critical Capabilities for Sales Force Automation
Platforms report (3), in which Pega received the highest
scores of any vendor in every Use Case evaluated, which included
B2B, B2C, and Indirect/Relationship Sales. In addition, Pega was
named a Leader in The Forrester Wave™: Real-Time Interaction
Management report (4).
Quotes & Commentary
"The pace of technology is
moving almost impossibly fast, and consumers want their service
experiences to reflect that. Today's customers want easy, efficient
experiences that solve their issues as quickly as possible, and
brands need AI and automation tools in place to make their service
departments as productive and effective as possible to do so," said
Christopher Patterson, vice
president of strategy, customer service and sales automation, Pega.
"We believe this recognition from Gartner further validates Pega's
position as a leader in customer service and a critical partner in
our clients' efforts to transform their organizations, using AI and
automation technology to simplify service processes so agents and
self-service channels alike can deliver optimal experiences to
customers."
Supporting Resources
- Analyst Report: Magic Quadrant for the CRM Customer Engagement
Center
- Product background: Pega Customer Service
- Product background: Pega Infinity
- Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement
Center," By Pri Rathnayake,
Wynn White, Drew Kraus, November 1,
2023
- Forrester Research, "The Forrester Wave™: Core CRM Solutions,
Q3 2022" by Kate Leggett with
Linda Ivy-Rosser, Sarah Sjoblom, July 27,
2022
- Gartner, Inc., "Critical Capabilities for Sales Force
Automation Platforms" by Adnan
Zijadic, Ilona Hansen,
Steve Rietberg, Varun Agarwal, Guy
Wood, September 6, 2023
- Forrester Research, "The Forrester Wave™: Real-Time Interaction
Management, Q2 2022" by Rusty
Warner, May 25, 2022
GARTNER is a registered trademark and service mark of
Gartner, Inc. and/or its affiliates in the U.S. and
internationally, Magic Quadrant is a registered trademark of
Gartner, Inc. and/or its affiliates and is used herein with
permission. All rights reserved.
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
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warranties, expressed or implied, with respect to this research,
including any warranties of merchantability or fitness for a
particular purpose.
About Pegasystems
Pega provides a powerful low-code
platform that empowers the world's leading enterprises to Build for
Change. Clients use our AI-powered decisioning and workflow
automation to solve their most pressing business challenges – from
personalizing engagement to automating service to streamlining
operations. Since 1983, we've built our scalable and flexible
architecture to help people focus on what matters most, so they can
meet today's customer demands while continuously transforming for
tomorrow. For more information on Pegasystems (NASDAQ: PEGA)
visit www.pega.com.
Press Contact:
Ilena
Ryan
Pegasystems Inc.
Ilena.ryan@pega.com
(617) 866-6722
All trademarks are the property of their respective
owners.
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SOURCE Pegasystems Inc.