Pega Named a Leader in Real-Time Interaction Management by Independent Research Firm
28 Février 2024 - 4:13PM
Business Wire
Pega Customer Decision Hub earned top scores in
‘current offering’ and ‘strategy’ categories
Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI
decisioning and workflow automation platform provider, today
announced Forrester Research has named Pega a Leader in The
Forrester WaveTM: Real-Time Interaction Management (RTIM) report,
Q1 2024 (1). Pega earned the top scores in the main scoring
categories of ‘current offering’ and ‘strategy,’ as well as the
highest possible score in ‘market presence.’
In the report, under the headline “Pegasystems dominates
enterprise RTIM with its focus on customer-first business
value,” the report says: “Pega’s reference customers universally
praised its Customer Decision Hub as the centralized “brain”
responsible for orchestrating billions of real-time interactions
across an impressive 13 channels (on average).” It later says:
“Pega sets the gold standard for enterprise RTIM
implementations, predominantly for financial services, insurance,
and telecommunications firms.”
Pega was among the 13 most significant RTIM providers evaluated
for the report. In addition to receiving top scores in the ‘current
offering’ and ‘strategy’ categories, Pega received the highest
possible score in 25 of the 30 sub-criteria, including predictive
AI, generative AI, real-time decisioning, inbound digital
orchestration, outbound digital orchestration, customer data
integration, vision, innovation, roadmap, pricing flexibility and
transparency, community, customers, and more.
Forrester evaluated Pega Customer Decision Hub™, which serves as
an always-on ‘brain’ providing centralized AI across all customer
touchpoints – inbound, outbound, and paid – to optimize
interactions and maximize customer value. Its predictive analytics
and customer decision management enables leading enterprises to
surface unique insights and adapt quickly, recommending
hyper-personalized next-best actions in real time during every step
of the customer lifecycle – from marketing to sales to customer
service and retention.
This report is among Pega's many analyst recognitions for its
enterprise AI and workflow automation platform. Recently, Pega was
recognized as a Leader in The Forrester Wave™: Robotic Process
Automation, Q1 2023 (2) report and the Gartner Magic Quadrant for
the CRM Customer Engagement Center 2023 (3) report. For more
background on these and other analyst reports, visit
www.pega.com/analyst-reports.
Quotes & Commentary:
“Pega has long delivered powerful RTIM offerings that help our
clients deepen customer relationships and maximize value at every
turn, and we believe this latest report from Forrester once again
validates how we complement and add significant value to existing
marketing and customer engagement solutions,” said Rob Walker,
general manager, 1:1 customer engagement, Pega. “With a series of
new generative AI features now infused in our solution, clients can
realize that value even faster and more efficiently than ever
before as we continue to pace the market with the latest AI
innovations.”
Supporting Resources:
- Report download: The Forrester WaveTM: Real-Time
Interaction Management (RTIM) report, Q1 2024
- Solution background: Pega Customer Decision Hub
- Pega and AI: Meeting the AI moment
- Generative AI: Mega Pega GenAI, the first generative AI
for the enterprise
1.
Forrester Research, “The Forrester Wave:
Real-Time Interaction Management, Q1 2024” by Rusty Warner,
February 26, 2024
2.
Forrester Research, “The Forrester Wave:
Robotic Process Automation, Q1 2023” by Bernhard Schaffrik,
February 27, 2023
3.
Gartner, Inc., "Magic Quadrant for the CRM
Customer Engagement Center," By Pri Rathnayake, Wynn White, Drew
Kraus, November 1, 2023
About Pegasystems
Pega provides a powerful platform that empowers the world’s
leading organizations to unlock business-transforming outcomes with
real-time optimization. Clients use our enterprise AI 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 enterprises meet today’s customer
demands while continuously transforming for tomorrow. For more
information on how Pega empowers its clients to Build for Change®,
visit www.pega.com.
All trademarks are the property of their respective owners.
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Press Contact: Sean Audet Pegasystems
sean.audet@pega.com
Pegasystems (NASDAQ:PEGA)
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