Pegasystems named a leader in Gartner’s Magic Quadrant for CRM Customer Engagement Center

CAMBRIDGE, Mass. – May 18, 2018 – Pegasystems Inc. (NASDAQ: PEGA), the software company empowering customer engagement at the world’s leading enterprises, today announced it has been named a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center report (1) for the ninth consecutive year.

In the report, Gartner evaluated 13 CRM vendors based on their completeness of vision and ability to execute. According to Gartner, “The best applications have tools for both agents and customers. To be included here, the vendors have to have a clear point of view on how to escalate customer support from digital self-service to human agents and back again, while retaining the context of the interaction for reporting and future customer engagements.”

Pega’s end-to-end suite of customer engagement applications for marketing, sales, and customer service is powered by Pega® Customer Decision Hub, its real-time artificial intelligence (AI) engine. Built on Pega® Platform, the industry-leading application development platform, Pega’s CRM solutions enable clients to anticipate customers’ changing needs and provide personalized, AI-driven recommendations throughout the customer journey.

This recognition builds on Pega’s recent analyst recognitions. Pega was named a Visionary in the 2018 Gartner Magic Quadrant for Multichannel Marketing Hubs (2) and received the highest scores in two use cases in Gartner’s December 2017 Critical Capabilities for the CRM Customer Engagement Center report (3). Pega was also named a Leader in The Forrester Wave™: Real-Time Interaction Management, Q2 2017 (4) report.

Quotes & Commentary

“As customers continue to follow nonlinear journeys, the brands they interact with need tools to deliver consistent experiences that provide value at all times, on all channels,” said Kerim Akgonul, senior vice president, product, Pegasystems. “At Pega, we are enabling clients with an AI-powered omnichannel approach to customer engagement, coupled with end-to-end robotic automation to deliver meaningful interactions in real time. We believe this latest recognition from Gartner further reinforces Pega’s continued leadership in empowering the world’s top organizations to optimize customer engagement.”

Supporting Resources

• Analyst Report: Gartner Critical Capabilities for the CRM Customer Engagement Center
• Website: Pega CRM Suite
• Website: Pega Customer Decision Hub
• Ebook: The Customer Decision Hub

1. 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”
2. Gartner, Inc., “Magic Quadrant for Multichannel Marketing Hubs,” by Adam Sarner et al, April 24, 2018
3. Gartner, Inc., “Critical Capabilities for the CRM Customer Engagement Center,” by Brian Manusama, Michael Maoz, December 19, 2017
4. Forrester Research: The Forrester Wave™: “Real-Time Interaction Management, Q2 2017,” Rusty Warner with Mary Pilecki and Clare Garberg, June 6, 2017

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