Forrester gives Pega the top score in current offering category for core CRM

Forrester named Pega a leader in CRM. In The Forrester Wave™: Core CRM Solutions, Q3 2022, Pega received the highest score in the current offering category among all vendors evaluated.

The CRM landscape is heating up due to rising customer expectations. Now more than ever, business leaders need an advanced CRM platform to drive better customer engagement and faster outcomes. It’s no small task.

There’s a broad range of CRM solutions available today, each with a long list of features, integrations, and partners. It’s critical to make the right choice because the solution an organization chooses will set the foundation for its’ customer engagement technology stack for years to come.

Today’s leading enterprises understand that “customer obsession” drives growth, and the right CRM makes customer obsession possible. Don’t take our word for it: In the Forrester report’s telling, “84 percent of software decision-makers at enterprises … say their firm plans to use or uses CRM, such as sales force automation.”

Pega ranks highest in the current offering category

In Forrester’s report, Pega came away with the highest score among the 11 evaluated vendors in the current offering category – the only vendor on the list to score above 4.0 in that category. So why did we receive this score? We believe it’s because Pega Infinity is built to help complex enterprises orchestrate and automate processes so they can reduce manual work, cut costs, and streamline customer engagement. Here’s what we think makes Pega stand apart, explained by three quotes from the report:

“Exceptional automation and process management within its CRM”

Automation can offload manual tasks from agents and reps, giving them more time to focus on more meaningful work. Our intelligent case management acts as a central nervous system, connecting processes, channels, and tools so the entire enterprise functions as a cohesive unit. Together that means lower costs, higher productivity, and faster customer resolutions.

“CRM users seamlessly transition interactions from human-assisted to self-service”

Customers don’t need reps or agents to solve their every request. Our self-service puts more control in the customers’ hands so they can find what they need, when they need it. But it’s not enough to simply turn on self-service. To be a leading CRM, it’s also important to enable customers to escalate to an agent or de-escalate to self-service (and then back again), without losing the context from the initial interaction, and without depending on a specific channel.

“Targets large enterprises that support complex processes not necessarily contained to the front office”

Our software is designed to handle the heavy burden that the largest, most successful organizations place upon their operations. That’s a feature, not a bug – complex enterprises have unique needs that often necessitate custom solutions. While some CRMs aim for a broad market segment, providing options for small- and medium-sized companies too, our focus is on the leading enterprises that have the highest demands for AI-powered workflow automation.

We believe Forrester recognizes the value the Pega platform brings to large enterprises – as do the hundreds of organizations currently leveraging Pega Infinity in its various forms to deliver better resolutions for their end users and customers. We appreciate the love.

Be sure to download the full report to see everything Forrester has to say about the CRM landscape and Pega’s offering.